This article is dedicated to our best tricks around Crisp Workflows usage. If you just joined, first, welcome! and to explain what are workflows, they are powerful predefined flows allowing you to build automations for your conversations. And much more! Check this article if you want to learn more about them.

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 specialised 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 categorise their requests, collect information or offer them choice-based paths, workflows can do this before they've even had breakfast.

Tips & Tricks

There's multiple ways to build chatbots by using workflows. You'll find that most of your favorites commands have quick access shortcuts, such as block creation, edition, or even copy/pasting them.

Adding Blocks

There's a few different schools in order to add new blocks to your scenario. It all depends on your preference!

You can use the + icon after selecting the previous block, but you can also choose to open the drawer and directly drag the block where you'd like. Here is a quick example of both:

Dragging Blocks in-between Existing ones

You can of course click the + icon below any block to prompt quick block selector menu, but you can also directly drag and connect a block directly.

To do so, simply open the drawer, and drag your block over any existing wire you'd like the block to occupy.

Connecting Blocks & Deleting Wires

For the scenario to follow its flow, blocks must be connected to each other. When a Block is dragged into the editor, it will look to connect to the nearest block available automatically.

However, in cases where you'd like to delete the wire and connect a block to a different one, Workflows offer you as easy way to do so, by dragging the wire from a Block's anchor point to the other.

Merging Branches

When building scenarios you will often split your flow into several branches, perhaps after a user clicked a button, or to handle conditional cases (such as if the conversation is new, or if a segment exists). In some cases, you might want to be able to re-merge the branches that you've setup, in order to do a common action without having to repeat it in all of your branches.

Group Selection

Selecting multiple blocks is also possible with Workflows. To do so, simple maintain the shift and select the area of blocks you'd like to highlight.

This will enable you to easily re-organize them, but also perform a group deletion, or duplicating them! We'll learn more about the latter in our next tip.

Copy & Paste

You can copy and paste individual blocks in order to reuse them somewhere else in your scenario.

This can be done can select a block and using the "copy" in the quick menu, or directly by using the shortcut ctrl + c or cmd + c on Windows and Mac respectively. Once copied simply left click anywhere you'd like to paste them.

This is also possible for group selections of blocks, by using ctrl + c or cmd + c on the highlighted blocks.

Live vs Draft

You can swap in-between the "Draft" and "Live" view of your scenario in order to review the changes you've made before deploying it.

This can also help you work on improving your scenario without affecting the live version, thus not impacting your users until it is actually deployed. You can change in-between these two views directly from the Action menu on the top-right corner of the interface.

Scenario Priority

One important concept to keep in mind is that only one scenario can be triggered at the same time in a conversation. For instance, if your workflow "Ask users for informations" has the priority over "Department Routing", and both start on the same event and conditions, only the former will be triggered.

You can mitigate this by specifying conditions and different events within each of your scenarios, so that they are each able to start when they meant to, but which scenario's conditions will be checked first?

Well, in that case Crisp allows you to adjust the priority of your workflows, so that you can determine which one should run. In your Workflows Manager area, you'll notice a label with a number next to the name, this is the order of priority.

To change that priority, you can simply drag them around and rearrange their positioning.

Branch Priority

When building workflows, it will often happen that you need to split your flow into several branches.

For instance, you might want a workflow to offer a different experience if your user has an email set or not, or do specific actions based on the messages they sent.

When adding you have a block connected to several child elements, you will notice a number appearing on the wire connecting of these elements. These numbers represent the order in which the workflow will check which branch it can follow. It will first check if it can follow the branch with the 1 wire, then 2, etc. The workflow will check each branch based their priority, and follow the first one it detects a match for.

Extra Resources

Learning more about the Workflows

Perhaps you still have some interrogations about the chatbot, and would like to know more about the specifics and details of each blocks. For instance, you might be wondering how Exit blocks work more exactly, or when you should use an Action or Condition block. Whether it's to satisfy curiosity or learn more about the technical aspects of the Workflow b, we have set up an article that reviews how the workflow builder works in greater details.

• How to ask users for information
• How to memorize and update user information
• How to create a list buttons and offer choices to users
• How to send embedded and external links with a button
• How to create a Products Carousel

Video guides

Our articles contain animations and videos to better illustrate and walk you through creating your scenarios, but you can also directly hop to our YouTube channel!

We have very detailed videos to help on your journey, if you'd like take a deeper dive into some concepts.

• How to design a Multilingual Workflow?
• How to build a Human-like behaviour for your Workflow?
• How to create a Routing Workflow?
• How to create an Out-of-Office Workflow?
• How to put your Lead Generation on autopilot thanks to Crisp Worfklows?
• Automate customer journey with Crisp Campaigns and Workflow

Going beyond the Workflows

As you already know by now, the Workflow builder is only one of the features available on the Essential and Plus plans. It's a powerful way to better enhance your support's reactivity and cover a limitless amount of usages, but Crisp has many more tools at your disposal.

Check out all the available features here to see how you can better take advantage of Crisp!

Updated on: 01/02/2026