Create a workflow

A workflow runs a defined path when its Trigger occurs. Use it to greet, ask questions, route handling, or close a conversation. An AI agent interprets messages; a workflow follows the steps and outputs you configure.

Demo organization: Casa Nativa. Interface shown in Spanish.

Video: create and save a test workflow as a draft in Casa Nativa.

Build the flowCopy link

The workflow is drawn on a canvas: the Trigger on top, and below it each step joined by lines to its outputs. Tap a step or the Trigger to open its settings in the panel. Drag the background to move around and use the controls to zoom. Scheduled workflows, such as appointment reminders and birthday greetings, have their own screen.

1. Open Workflows and select New workflow.
2. Enter a Name that explains its purpose.
3. With the Trigger selected, choose When someone messages for the first time or When a conversation opens. A conversation also opens when a customer writes in a closed conversation.
4. Under Hours, choose Always, Only during business hours, or Only outside business hours. If you limit by hours, review Time zone, Opens, Closes, and Business days. Hours that close before they open, such as 18:00 to 08:00, cross midnight.
5. Under Channels, select at least one connected account. WhatsApp channels show their phone number beside the name, so channels with the same name are easy to tell apart.
6. Tap the first step and choose its Step type.
7. Tap the + beside each output that should continue. There you pick a new step, connect the output to an existing step, or end the route. The + between the Trigger and the first step adds one before it. Review the outputs before saving.
8. Select Save draft to review without running or Save and activate when ready.

Steps include Send message, Ask a question, Branch, Wait, Assign to a person, Assign to an agent, Close conversation, and End. Assign to an agent is how automatic handling starts for selected channels; connecting a channel alone is not enough.

Who answers a callCopy link

With the When a call comes in trigger you decide what happens when a customer calls a WhatsApp number.

1. Create a workflow and choose When a call comes in as the Trigger.
2. Channels lists only WhatsApp numbers. You can pick the ones with AI calls turned on; the others say Calls off. Calls are turned on in WhatsApp → Numbers.
3. Under Hours, choose Always, Only during business hours, or Only outside business hours.
4. Choose the step:
   • Answer with an AI agent: that agent answers the call. The chat stays with whoever has it; answering does not reassign it.
   • Don't answer and send a message: Ricky doesn't answer and sends the message to the caller's WhatsApp. Because the customer called, WhatsApp allows writing to them without a template.
5. To decide by the time of the call, change the step to Branch: on Met (within business hours) add Answer with an AI agent, and on Not met add Don't answer and send a message.
6. Select Save and activate.

An active call workflow always decides, even when a person has the chat. If a route ends without one of these two steps, or no call workflow is active for that number, the call follows the usual rule: the agent that has the customer's chat answers; if a person has the chat, the AI does not answer; if the customer has no chat, the agent the When a conversation opens workflow assigns answers. With two call workflows on the same number, the most recently edited one decides. Passing the call to a person does not exist yet.

Questions with choicesCopy link

Questions with choices require WhatsApp-only channels. Up to 3 choices appear as buttons; 4 to 10 appear as a list. A choice's path runs when the customer taps it. Free text follows Other message; you can also define what happens after No answer. Test every path with test data before activation.

Review and correctCopy link

In the Workflows list you can rename, pause, activate or delete each workflow without opening it.

A Draft does not run. Pause stops new executions; Save and reactivate turns it back on. Pausing does not recall a message already sent or in progress. If saving fails, check the highlighted fields, channel selection, and incomplete steps. Delete workflow is permanent.

Activation does not prove provider delivery. Start a test conversation, check the path in Conversations, and review delivery status where relevant. Scheduled workflows and reminders in the Ricky assistant are a separate flow.

Email notices for scheduled sendsCopy link

A scheduled workflow, such as appointment reminders or birthday greetings, can email the result of each send. In Settings → Alerts, select Edit on the workflow and choose the team members who get it and When. The workflow page shows who receives them and links to that alert with Change in Settings.

The When options are:

• After every send: a summary 30 minutes later. It explains the workflow, says how many appointments or birthdays Odoo had, how many messages went out and how many did not, and lists each customer who did not get one with the reason and what to do: for example, a mistyped phone in Odoo or a number without WhatsApp.
• Only if something fails: the summary arrives only if Meta refused a message, Odoo lacks a customer's phone, name or branch, or Ricky did not send one. The workflow's own rules, like an appointment state it does not remind, do not count.

If the send cannot run, for example because Ricky could not read the appointments from Odoo, recipients get a notice right away whichever option you choose. It says what happened and what to do, and the failure stays in the workflow's History. Ricky tries again at the next scheduled run; it does not resend that day's messages on its own.