The Workflows section helps you automate repetitive, manual tasks by connecting your apps and tools - no coding required. Instead of spending time on routine work, you can set up workflows that handle it for you automatically.

To create a new Workflow:

1. Navigate to Workflows under the Automations section.

2. Choose how you want to create your new Workflow:

1. From scratch: Click the + New workflow button in the upper-right corner.

2. From a template: Use one of the available templates.

Creating a Workflow from scratch

If you decide to build your workflow from scratch, click the + New workflow button in the upper-right corner. You’ll be automatically taken to the Workflow builder.

Key Components

1. Add trigger - a trigger is an event that starts your workflow.

2. Add action - an action is a task the workflow performs after it is triggered.
   
   

Every workflow must have a trigger and at least one action, but you can add multiple actions if needed.

Triggers and Actions can be configured for Text-powered products, as well as 3rd party software. Some products can be selected as both Triggers and Actions, while some are available only for individual blocks.

Example Workflow: Automatically Sending Chat Transcripts via HelpDesk

Let’s create a workflow that automatically sends the transcript of a chat from LiveChat to the customer via HelpDesk.

1.  Set the Trigger
Since the transcript can be sent once the chat is archived, set the trigger to:

• LiveChat → Chat Ended
  
  

2. Add the First Action: Obtain Chat Transcript

• Select LiveChat → Chat transcript.

• Configure this action:

• Click the + icon.

• Add the parameter: Chat ended → Chat ID.
  
  

3. Add the Second Action: Create HelpDesk Ticket

• Select HelpDesk → Create Ticket.
  Fill in the required fields:

• Subject: Specify the ticket subject.

• Ticket message: Click the + button → Chat transcript → Chat transcript parameter.
  Requester email: Click the + button → Chat transcript → Customer email parameter.

• Requester name: Click the + button → Chat transcript → Customer name parameter.

• Optionally, you can also configure additional fields such as Status, Priority, Tags, or Followers, though these are not required for the workflow to function properly.
  
  

4. Publish and Test

Once everything is set up:

• Go live with your Workflow by clicking the Publish button.

• Test it by starting a chat on your website and verifying that the transcript is automatically sent via HelpDesk.

Creating a Workflow from a Template

You can also speed up this process and create workflows using pre-built templates:

1. Go to Automations → Workflows and click the Browse templates button.

2. Select one of the available templates.

The trigger and action blocks will already be pre-configured with default data. You can further customize them according to your needs.