Workflows are most commonly used within Hugo, who is able to start scenarios at will in predetermined situations. However, this isn't the only way to start workflows. If you do not wish to implement AI Agents, or if you simply first want your users to go through a workflows you've prepared, you have the ability to configure them to be automatically triggered when your users contact you.

Workflows are no-code procedural automations, they are designed to help you automate processes and be versatile enough to accommodate any type of usages.

By simply selecting and connecting specialized blocks together, you can create a series of events, conditions and actions which allow you to build automations and trigger them automatically in your conversations

Whether you wish to automatically qualify users starting a conversation, filter or categorize their requests, collect information or offer them choice-based paths, workflows can do this before they've even had breakfast.

Just discovering Workflows? Learn more from this guide

Starting Workflows automatically for all incoming conversations

If you wish to trigger your workflows globally and automatically on all new conversations, rather than routing them trough Hugo first, this is possible.

It may be the case if you wish to:

• collect information from your users first
• triggered choice-based flows, by offering them different options
• sort and categorize requests ( for instance by checking segments, data, locale...) to handle them differently
• or simply have non-AI flows

There are two ways to trigger your scenarios automatically anytime a user send a message:

• A. By disabling the AI Agent → (Recommended) When the AI Agent is disabled, Crisp automatically falls back to workflows, and evaluate them anytime users contact you
• B. By enabling the AI Agent and selecting the "route to workflow" target → Instead of answering conversations, Hugo will simply immediately trigger the selected workflow

To get started, head over to Crisp and navigate to AI Agent from the left menu.

A. Starting workflows for incoming conversations by disabling the AI Agent

You can trigger workflows on all new conversations in 2 steps:

1. Go to AI Agent > Agent > Activation and disable the option Enable agent activation for new conversations.
2. Create scenarios starting with either New User Message or User Message Matches event blocks, and deploy them.

Your scenarios will now trigger anytime your users send a new messages (based of course on the configuration of your scenarios).

B. Starting workflows by selecting the "route to workflow" target

To force all incoming conversations to go through a specific workflow:

1. Go to AI Agent > Agent > Activation and enable the option Enable agent activation for new conversations.
2. Select the default target Directly route to a Workflow and select your workflow.

Frequently Asked Questions

Still have some questions which were not covered above? Perhaps you'll find our answer in this FAQ. Also checkout this article and master your workflows craftsmanship!

If your question does not figure here, share it with us directly by chat, we'll be available to assist you

My workflows are not starting when users start a conversation

The first step would be to make sure that your scenarios are enabled and deployed. Disabled workflows will never be evaluated when users contact you.

If your workflows are enabled, also make sure their starting block (after the entry block) matches the method you used:

• Method A → Only workflows starting with an event block New User Message or User Message Matches will be evaluated
• Method B → The workflow you've selected must start an Action or Condition block

I you are using Condition blocks early in your flow, ensure that their conditions are indeed met for the conversations you've been monitoring.

Also make sure that your blocks are properly connected logically.

Finally, attempt disabling/re-enabling your scenarios and testing from the AI Agent "Playground".

If despite your efforts the issue still persists, shoot us a message, we'll likely be able to help

Updated on: 01/02/2026