Workflows
Script a support conversation on a visual canvas — send a message, collect a reply, branch on a condition, hand off to the AI agent or to a person — and publish it when it's ready.
Where to find it
Open Workflows
Sidebar → AI Agents → Workflows
Direct link: https://app.productbridge.io/dashboard/support/workflows
In-app path: Sidebar → AI Agents → Workflows
Requires: workflow:view to read, workflow:manage to build and publish. Needs the support_workflows feature on your plan.
What a Workflow Is
A workflow is a scripted conversation: a graph of steps connected on a canvas. When a conversation matches a live workflow, the workflow runs instead of the agent answering straight away — and it can hand over to the agent at whatever point you choose.
The builder opens in place, so the URL stays on /dashboard/support/workflows while you edit.
Step Types
| Step | What it does | Key settings |
|---|---|---|
| Send message | Posts a message to the customer | Message body |
| Collect reply | Waits for the customer to answer | Save answer as, give up after (seconds) |
| Buttons | Offers the customer a set of choices | Prompt |
| Conditions | Branches on a saved value | Rules, set on the canvas |
| Set attribute | Stores a value on the conversation | Attribute code, value or copy from a saved answer |
| Delay | Pauses the run | Wait (seconds) |
| AI agent | Hands the question to your agent | Max model requests, answer a saved value instead of the last message |
| Human handoff | Passes the conversation to a person | Message to the customer, wait for a human (seconds) |
| End | Finishes the run | Final status |
Collect reply → Save answer as is what makes conditions useful. Name the answer, then read that name in a later Conditions step to branch on it.
Building a Flow
Open Workflows
Go to AI Agents → Workflows and create a workflow.
Add steps to the canvas
Drop the steps you need onto the canvas and connect them. Connections are made by dragging on the canvas — there is no text field for naming a target step, so a flow can't point at a step that doesn't exist.
Configure each step
Select a step to open the inspector on the right and fill in its settings.
Publish
Publish the workflow to make it Live. Until then it stays a Draft and never runs for customers.
A workflow with a dangling connection won't publish. Connect or remove the loose step and try again.
Watching a Run
Each run is recorded step by step, so you can open a conversation and see exactly which path it took, what was saved at each Collect reply, and where it ended or handed off. Use this when a flow behaves differently from how you drew it.
Workflow or Simple Deploy?
| Use | When |
|---|---|
| Simple deploy | You want the agent to answer whatever comes in |
| A workflow | You need to ask qualifying questions first, route by answer, collect details before a handoff, or guarantee a scripted opening |
Both can be on at once: workflows claim the conversations they match, and the agent answers the rest.