Workflows | Hams AI Docs

A workflow is a set of steps a conversation runs through: ask a question, wait for the answer, tag the contact, hand it to a team. You draw it rather than writing rules.

The workflow builder with the Ask a question step selected: its prompt, the options offered, and where each branch leads.

Building a workflow

Drag steps onto the canvas, connect them, and configure each in the side panel. The builder validates before you publish and points at whatever is unfinished.

Draft, published, stopped

A workflow is a draft until you publish it, and can be stopped once live.

Getting conversations in

How	When to use it
Rules	Enroll conversations that match conditions you set
Webhook	Something outside triggers the workflow over HTTP
Manually	An agent starts it on the conversation in front of them

Each webhook trigger has its own token, and the token can be rotated without rebuilding the workflow.

Step reference

Step	What it does
Send message	Sends a message to the customer
Ask question	Sends a question, waits for the reply, saves the answer
Add note	Adds a private note only agents can see
Assign to	Assigns the conversation to an agent or team
Update tag	Adds or removes a label
Update contact field	Writes a value onto the contact
Branch	Splits the path on conditions
Business hours	Splits the path on whether you are open
Wait	Pauses before the next step
HTTP request	Calls an external API and uses the answer
Jump	Continues at another point in the workflow
Toggle conversation	Changes the conversation’s status
Send CSAT	Sends a satisfaction survey

Ask question

The workflow stops and waits for the customer to reply. The answer is stored as a variable that later steps can read, and can be typed so a wrong answer can be caught.

Variables and conditions

Answers, contact fields and conversation attributes are available to later steps as variables, and can be substituted into message text.

WhatsApp buttons and lists

On WhatsApp, a step that offers options renders as native reply buttons or a list rather than as text asking the customer to type a number.

CSAT

The Send CSAT step asks for a rating as buttons and records the answer against the conversation. Responses appear in the standard CSAT report alongside surveys sent any other way.

Run history

Each workflow keeps a list of its runs, with a reason on the ones that failed. Runs on a conversation can be cancelled.

Required attributes before resolving

A conversation can be held open until an agent fills in the attributes you have marked as required, so the data is captured while the context is fresh.