How to configure Workflows for specific channels

This article explains how to make a workflow run only on the conversation channels you choose.

Crisp can receive messages from website chat, email, WhatsApp, Messenger, Instagram DM, and other channels. By configuring the Origins field in your first event block, you can keep one workflow channel-specific or make it intentionally omnichannel.

1. Add a "User Message Matches" Event

This event is the first step you should always set when building a chatbot within Crisp software. It will define the way you want your chatbot to be triggered. You'll then have the ability to set the channels which your chatbot can be triggered.

1 Add a User Message Matches Event screenshot

In this example, we've chosen the chatbot to trigger when the user message contains the word "demo"(displayed as demo in the chatbot) but if you want it to trigger on every message, just write "*"

2. Choose the right channel

Within the same event block, you have the ability to define in which channel you want the chatbot to trigger.

As mentioned before, there are different channels that are available, it's up to you to define which one you want to choose.

2 Choose the right channel screenshot

Once you've done these steps, you're totally able to dive into the chatbot and start to make your life much more easier! 🥳

If your workflow is started by Hugo or programmatically (and you are not using Event blocks to fire it), you can also use condition blocks "Conversation Channel" to filter those.

Updated on: 04/05/2026

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