Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.

Support workflows automate routing, classification, notifications, and follow-up actions for conversations.

  1. Open Settings → Workflows and select the Support tab.
  2. Create a support workflow and give it a descriptive name.
  3. Select the trigger event that should start a run.
  4. Add If/else blocks when only certain conversations should follow a path.
  5. Add Wait for blocks and actions, then connect each path to its next block.
  6. Complete the required fields for every block and select Save draft.
  7. Review customer-facing actions and branch connections, then select Publish workflow. Resolve any validation errors shown.
  8. Trigger a controlled test conversation and open Workflow runs to inspect the result.
Support workflow builder with a trigger, If/else branch, notification action, Add block, Workflow runs, and draft/publication controls
Support workflow builder with a trigger, If/else branch, notification action, Add block, Workflow runs, and draft/publication controls in the Atlas Cloud demo workspace.

For later edits, save the draft and select Publish changes when ready. Check the run history after publication, especially for actions that send messages.

See the workflow block reference for supported triggers, conditions, waits, and actions.

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