This article explains how to start workflows automatically when new users contact you.

Automatic workflow starts are useful when you want every new conversation to follow a structured flow first, such as collecting information, offering choices, or routing requests. If Hugo is active, you can also decide whether Hugo should answer first or route users directly into a selected workflow.

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 workflows 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 workflows starting with either New User Message or User Message Matches event blocks, and deploy them.

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

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 questions which were not covered in this article? Here is a collection of the most frequently asked questions on this topic.

My workflows are not starting when users start a conversation

The first step would be to make sure that your workflows 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

If you use Directly route to a Workflow, avoid starting that workflow with New User Message. In that setup, the conversation is first routed into the workflow, then the New User Message block waits for the next user message before continuing. In practice, this often makes the workflow appear not to trigger on the first message.

If 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.

If another workflow seems to start instead, verify your workflow priority and make sure the intended workflow is placed before others with overlapping start conditions.

If your tests work in the Playground but not on your live website, generate a debug link from AI Agent → Agent → Settings → Get help from support so the setup can be reviewed in context.

Finally, attempt disabling/re-enabling your workflows and testing again.

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

Updated on: 04/05/2026