Workflows don't run on their own. To activate a workflow, you connect it to a trigger inside a Gladly Agent. Triggers tell Gladly when to run the workflow during a Conversation.
You configure triggers from the Workflow Triggers tab within a Gladly Agent.
Available triggers
Two triggers are available:
Before First Message runs the workflow before your Gladly Agent processes the first message in a conversation. The workflow takes control at the start of the session and completes its steps before the Agent begins. Use this trigger for things that should happen on every new conversation: sending a greeting or disclosure, filtering spam, collecting routing information, or identifying the Customer.
Before Handoff runs the workflow when your Gladly Agent decides to hand off to a team member. The workflow takes control before the handoff is completed and can collect additional information, send a message, or redirect the conversation entirely. Use this trigger to gather context before a team member takes over, or to intercept handoffs that shouldn't go through, such as contacts outside of business hours.
How to connect a workflow to a trigger
Open the Gladly Agent you want to configure.
Click the Workflow Triggers tab.
Under the trigger you want to use, click Add workflow to Before First Message or Add workflow to Before Handoff.
Select the workflow from the dropdown.
Click Save.
You can add more than one workflow to a trigger. Workflows run in the order they are listed.
Workflows across Gladly Agents
A workflow is agnostic of where it's used. The same workflow can be connected to multiple triggers across multiple Agents. What happens when a workflow ends depends on which trigger ran it: a Before First Message workflow hands control back to the Agent, while a Before Handoff workflow either completes the handoff or redirects it based on your Stop configuration.
Creating a workflow does not automatically connect it to anything
Until a workflow is added to a trigger, it will not run.