Building & running Workflows

• Getting started with Workflows

  This article explains what Crisp Workflows are, how they can be started, and how to build your first automation. Workflows are no-code automations made of connected blocks. They help you collect information, offer choices, route conversations, update conversation data, trigger actions, and hand structured processes to Hugo when needed. They work best when you need a predictable flow, while Hugo is better for open-ended support questions. [Haven't met Hugo yet? Check out official resources](hPopular

• Understanding and Mastering the Crisp Workflows

  This technical reference explains how each Workflow Builder block works, with practical notes to help you build reliable automations. Workflows are created by inserting and configuring blocks inside the no-code Workflow Builder. By connecting these blocks, you can build flows with actions, conditions, events, AI handoffs, and internal operations for your inbox conversations. Just discovering Workflows? Start with [Getting started with Workflows](/en/article/getting-started-with-workfloPopular

• Tips & Tricks about Workflows

  This article collects practical tips to help you build, organize, test, and troubleshoot Crisp Workflows more efficiently. Workflows can stay simple or become highly advanced depending on your use case. The tips below focus on the details that make them easier to maintain: block organization, branch priority, testing habits, reusable flows, and common mistakes to avoid. Tips & Tricks *There's multiple ways to build chatbots by using workflows. You'll find that mostFew readers

• What are pattern matches and how do they work

  This article explains how pattern matches work in Crisp Workflows and how to use them to detect user messages reliably. Pattern matches let a workflow react to specific words, phrases, or structures in a user message. They are especially useful with User Message Matches blocks, where the right wildcard setup determines whether your workflow detects only exact messages or broader variations. What is a pattern match? A pattern is a regularity in the world. ThFew readers

• 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. Add a "User Message Matches" Event This event is the first step you should always set when [building a chatbot](https:Few readers

• How to start Workflows automatically for all incoming conversations

  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 tFew readers

• How to start Workflows situationally with Hugo AI routing

  This article explains how Hugo can start workflows automatically when a conversation matches a situation you define. Situational routing is often the cleanest way to combine Hugo and Workflows. Hugo handles the conversation naturally, then starts a workflow only when the user reaches a topic, intent, or situation that needs a structured process. Starting Workflows situationally with Hugo If you went through our Getting started with Hugo guide, you might recallFew readers

• How to start Hugo from Workflows

  This article explains how to hand a workflow over to Hugo and when a workflow-first setup makes sense. Most teams get the best results by letting Hugo handle conversations first, then starting workflows only when a structured process is needed. However, starting with a workflow can still be useful when you need to collect mandatory information, apply strict conditions, or run a specific flow before Hugo answers. When to start Hugo from a workflow A workflow-first sSome readers

• How to start Workflows manually

  This article explains how agents can start workflows manually from an existing conversation. Manual starts are useful when an agent wants to trigger a prepared flow at the right moment, such as collecting missing information, sending a guided form, booking a demo, or continuing with a structured process without rebuilding the same steps by hand. Starting Workflows manually as an agent Workflows can also be started manually from any conversations by yourself and youFew readers

• How to start Workflows programmatically (without the user sending a message)

  This guide explains how to start Crisp Workflows from your website or backend, even before the user sends a message. Programmatic triggers are useful when your product already knows what should happen next: opening a guided support flow, collecting contextual information, starting onboarding from a button, or launching a workflow after a product event. Crisp supports both Web Chat SDK triggers for frontend use cases and the Workflow API for backend use cases. ${color}[#0080dd]Some readers

• How to update user information in their profile with Workflows

  This article explains how to update a user's Crisp profile from information collected in a workflow. When a workflow asks for details such as a name, email address, phone number, or custom value, you can save that information directly into the conversation profile. This helps your team keep customer context accurate and reuse collected data later in the same workflow. Updating user information in the conversation Updating user information is generally done after haSome readers

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Workflow examples & Use-cases

• How to create an Out-of-Office workflow

  This article explains how to create an out-of-office workflow that replies when your team is unavailable. An out-of-office responder can set expectations, collect useful context, and keep the conversation organized until your team returns. You can also combine it with Hugo or knowledge resources when users should receive helpful answers before an agent follows up. Video Guide: The Out-of-Office Responder In this video, you’ll learn how to build an Out-of-Office floSome readers

• How to ask users for information and memorize them with Workflows

  This article explains how to ask users for information in a workflow and store their answers as memorized values. Memorized values let a workflow reuse what the user submitted later in the flow. This is useful for details such as an email address, nickname, order number, request type, or any other value you want to insert into messages, conditions, or profile updates. Creating Input Fields in our Workflow Inside of your workflow, you can open the Block Drawer fromSome readers

• How do I build a list of buttons with Workflows

  This article explains how to show users a list of buttons and branch your workflow based on their choice. Button pickers are one of the easiest ways to guide users through a structured flow. They help users choose a department, topic, product, or next step without typing, and they make your workflow easier to test because each choice can lead to a predictable branch. Creating our list of Button Pickers Inside of your workflow, you can open the Block Drawer from theFew readers

• How to send embedded and external links with Workflows

  This article explains how to share embedded and external links from workflow buttons. Links are useful when a workflow should send users to a product page, booking page, article, checkout, or external resource. Crisp lets you decide whether a link opens directly in the chat experience or in a new browser tab. Creating a button which opens a link 🔗 Inside of your workflow, you can open the Block Drawer from the left to drag a new Action block "Send Message: Button PFew readers

• How to create product carousels with workflows

  This article explains how to add a product or item carousel to a Crisp workflow message. Carousels are useful when you want to showcase multiple products, plans, resources, or options in a compact message. Each item can include a title, description, image, and button so users can continue to the right page directly from the conversation. Creating a Product Carousel 🎠 Inside of your workflow, you can open the Block Drawer from the left to drag a new Action block "SeFew readers

• How to build Drip campaigns with Workflows

  This article explains how to use workflows, events, segments, and campaigns together to build a simple automated drip campaign. A drip campaign works best when your product already emits useful events. A workflow can push or react to those events, update the user's context, and help your team send the right campaign message at the right step of the customer journey. Video Guide: Automating customer journey with Crisp Campaigns and Chatbot **Let's see in action howFew readers

• Creating a chatbot for sales teams

  This playbook explains how sales teams can use Crisp workflows and Hugo to qualify leads, book meetings, and guide prospects faster. Sales automations work best when they remove repetitive steps without blocking the conversation. Use workflows for structured qualification and routing, and use Hugo when prospects need natural answers about your product, pricing, or next steps. Sales Playbook N°1: Book a meeting with the right sales rep For the purpose of this salesFew readers

Automating messages

• Getting started with the Auto-Responder plugin

  Learn how to use the Auto-Responder plugin to reply automatically when specific message conditions match. The Auto-Responder plugin lets you build response flows for recurring messages, offline situations, and internal handoffs. It works with Intents, which define the conditions to match and the automated actions to execute. The Auto-Responder plugin is available on the Crisp Essentials and Plus plans. To configure it, open Crisp, then go to **Plugins → Auto-RespPopular

• How to use Message Triggers and Quick Replies in Hugo AI Agent

  Learn how to use Message Triggers and Quick Replies to adapt your Crisp chatbox based on visitor behavior and context. Message Triggers let you automate chatbox actions, such as opening the chatbox, showing a message, playing a sound, or changing the quick replies visitors can click. They help you guide visitors toward the right action at the right moment, without waiting for them to start a conversation. Message Triggers are available on the Crisp Mini, Essentials, and Plus plans. **In tPopular