Skip to main content
Workflows let you automate what happens when conversations arrive or progress. Define conditions (if this) and actions (then that) to route conversations to the right person, apply labels, change priorities, and more, without manual intervention.
Workflows are essential for AI automation. Every new conversation starts unassigned. The AI assistant will only respond to conversations that are assigned to it. Use a workflow with the Assign to AI action on the “On new conversation” trigger to enable automation. Without this, conversations will arrive in the Inbox but won’t be handled by AI, even if auto-reply is enabled and a MAS is assigned. See How inbound automation works for the full flow.

​
How workflows work

A workflow has two parts:
  1. Conditions: Rules that determine whether the workflow should fire (e.g., “message contains ‘urgent’”, “channel is email”).
  2. Actions: What happens when conditions are met (e.g., assign to team, add label, change priority).
Workflows are triggered by events on your channels:
TriggerWhen it firesWhere to configure
On new conversationFirst message in a new thread.Channel inbound settings
On new messageEach subsequent message in a thread.Channel inbound settings
On first replyFirst reply to a campaign email.Campaign inbound settings

​
Creating a workflow

  1. Go to Settings > Inbox > Workflows.
  2. Click Create Workflow and choose a template or start blank.
  3. Name your workflow and select the channel type.
  4. Define conditions and actions.
  5. Save.
Then assign the workflow to a channel or campaign in its inbound settings.

​
Conditions

Conditions determine when the workflow fires. You can combine conditions using AND (all must match) or OR (any must match) operators, with nesting up to 3 levels deep.

​
Condition fields

FieldAvailable onDescription
message_contentAll channelsThe message text.
mediumAll channelsChannel type (email, instagram, facebook, storefront_messenger).
statusAll channelsConversation status.
priorityAll channelsConversation priority.
assigned_toAll channelsCurrently assigned member.
labelAll channelsApplied labels.
directionAll channelsInbound or outbound.
languageAll channelsDetected language of the message.
customer_idAll channelsSpecific customer.
accountAll channelsSpecific integration/account.
sender_emailEmailSender’s email address.
sender_nameEmailSender’s display name.
recipient_emailEmailRecipient email address.
subjectEmailEmail subject line.
cc_emailEmailCC’d email addresses.
has_attachmentsEmailWhether the email has attachments.

​
Operators

equals, not_equals, contains, not_contains, starts_with, ends_with, in, not_in, exists, not_exists

​
Actions

ActionDescription
Add labelApply a specific label to the conversation.
Remove labelRemove a label.
Assign to memberAssign to a specific team member.
Assign to teamAssign to a team (round-robin distribution across team members).
Assign to AIAssign to the AI assistant. This is the action that enables AI automation.
Change statusSet status (In Progress, On Hold, Waiting on Customer, Resolved).
Change prioritySet priority (Low, Medium, High, Critical).
Move to archiveArchive the conversation.
Move to trashMove to trash.
Move to spamMark as spam.
Move to inboxRestore from archive/trash/spam.
AI LabelUse AI to automatically read the conversation and apply the most relevant label from your defined labels.
Send macro messageSend a pre-written macro message to the customer through the appropriate channel.

​
Templates

Lookfor provides workflow templates to get you started:
TemplateWhat it does
Assign to AI AssistantAssigns all conversations to the AI assistant. The simplest way to enable automation.
Route Emails to TeamAssigns email conversations to a team with round-robin distribution.
Route Social Messages to MemberAssigns Instagram/Facebook messages to a specific member.
AI Label & RouteUses AI to label the conversation, then routes based on the label.
Auto-Label by ChannelApplies labels based on the channel type.
Priority EscalationDetects urgent keywords, raises priority, and assigns to a member.
Spam FilterIdentifies spam by sender or content patterns and moves to spam.
VIP Sender RoutingDetects VIP senders, raises priority, assigns to a specific member, and adds a VIP label.

​
Example: priority escalation workflow

Conditions (OR):
  • message_content contains "urgent"
  • message_content contains "emergency"
  • message_content contains "ASAP"
Actions:
  1. Change priority to Critical
  2. Assign to member senior-support@yourstore.com
  3. Add label Escalated
This ensures urgent messages get immediate attention from your best support person.

​
Example: AI labeling with routing

Step 1 workflow (On new conversation):
  • No conditions (fires on every conversation)
  • Actions: AI Label, Assign to AI
Step 2 workflow (On new message, with condition):
  • Condition: label equals "VIP"
  • Actions: Change priority to High, Assign to member vip-support@yourstore.com
This combination auto-categorizes every conversation and routes VIP customers to a dedicated support person.