Start from a workflow template
Skip the blank canvas with a gallery of ready-made routing, SLA, and support workflows.
Most workflows you need already exist. The template gallery gives you a working starting point you can rename, adjust, and publish, instead of building routing logic from scratch.
Find it from Admin → AI & Automation → Workflows → New workflow.
Categories
Category | Use it for |
|---|---|
Popular | The templates most workspaces start with |
Customer facing | Guided Messenger conversations, like a triage bot or a VIP lane |
Routing | Getting conversations to the right team or tag |
SLA & priority | Applying and escalating around response-time commitments |
Housekeeping | Cleanup work like closing idle conversations |
A few examples from the gallery:
- Route conversations to the right team -- Popular, Routing
- Route by issue type -- Popular, Routing
- Apply SLAs by priority -- Popular, SLA & priority
- Escalate frustrated customers -- Popular, SLA & priority
- Escalate long waits -- SLA & priority, Housekeeping
- Auto-close idle conversations -- Housekeeping
- Post-resolution follow-up -- Housekeeping
- Tag billing keywords -- Routing, Housekeeping
- Front-door triage bot -- Popular, Customer facing
- VIP concierge lane -- Customer facing
- AI-first support with honest escalation -- Customer facing
Tip:
Start with a Popular template even if your use case seems specific. They're the most tested starting points, and you can still customize every node afterward.
Engagement funnels
Templates tagged Customer facing run a guided conversation with workflow blocks, so their reporting includes an engagement funnel: how many runs were sent, how many the customer engaged with, and how many completed. Use it to spot a flow that's sending fine but losing customers partway through.
Next steps
- Build a workflow -- Customize a template or build from scratch
- Workflow blocks -- The pieces customer-facing templates are built from
- Test and monitor Quinn -- Track workflow and Quinn performance together
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