# Setting up Workflows _By Swathy ยท Jul 21, 2026_ Workflows let you automate what happens to a conversation the moment it arrives. Instead of manually sorting, replying to, and routing every conversation, you build the rules once on a visual canvas, and SupportWire runs them for you. ### How a Workflow is built A Workflow is a set of nodes wired together on a canvas. Every Workflow starts with a trigger, then flows through any mix of logic, action, and integration nodes you drag in. There are three kinds of nodes: - **Logic** nodes decide whether and where the flow continues: Filter, Branch, and Wait. - **Action** nodes do something to the conversation: Send reply, Send note, Send internal message, Assign, Set attribute, and Set priority. - **Integration** nodes reach into a connected tool: Push to Linear. ### Creating a Workflow 1. Open **Settings** and go to **Workflows**. 2. Click **New workflow** in the top right. 3. Pick the trigger event, then click **Next**. 4. Give the Workflow a name and an optional description, then click **Create workflow**. ![](https://vault.featureos.app/uploads/attachment/upload/0a25d7b325eec4f4207d97c9b553a6ba.png) You land on the canvas with your trigger already placed. Drag nodes in from the left panel and wire them together. The Workflow stays in **draft** until you publish it. Use **Save** to keep your progress and **Publish** to make it live. ### Choosing a trigger The trigger decides when your Workflow runs. Pick one of five events: - **New conversation** fires the moment a customer starts a new conversation. - **Customer sends a message** fires on every inbound customer message in an existing conversation. - **Customer goes inactive** fires after a configurable idle period in an open conversation. - **Widget opened** fires when a customer opens the chat widget. It is rate-limited to once per day. - **Bot hands off to agent** fires when the AI bot escalates a conversation to a human agent. ![](https://vault.featureos.app/uploads/attachment/upload/65da9071f63417595f90d429dc6e0926.png) Most routing and assignment Workflows use **New conversation**. Use **Bot hands off to agent** when a rule should run only after Kal has tried and passed the conversation to a human, and **Customer goes inactive** for nudges or auto-close rules on stalled conversations. --- ### Logic nodes #### 1\. Filter A Filter node lets the flow continue only when its conditions pass. Drop it in when you want the rest of the Workflow to run for some conversations and stop for the rest. In the Filter panel, set **Match** to **All** or **Any**, then click **\+ Add condition** to add a rule, or **\+ Add group** to nest a set of conditions together. With no conditions set, the node reads "AND, 0 conditions" and passes everything through. #### 2\. Branch A Branch node splits the flow into multiple paths. It checks each routing rule top to bottom and takes the first match. If nothing matches, the conversation falls through to the **else** handle. Each rule has an **IF** block of conditions and a **GO TO** case name. Click **\+ Add routing rule** to add another path. Wire each case handle and the else handle to whatever should happen next on the canvas. Like the Filter node, each rule matches on **All** or **Any** of its conditions. Use Branch when one Workflow needs to send different conversations down different tracks, for example VIP customers to one path and everyone else to the else handle. #### 3\. Wait A Wait node pauses the flow for a set time before continuing. Set the **Duration (seconds)** value. It accepts anything from a few seconds up to 30 days. Wait is useful for follow-up sequences: reply now, wait, then check whether the customer responded before doing anything else. ## Action nodes #### 1\. Send reply Posts a public message to the customer. Type the message in the **Message** field. The sender defaults to the org's automation bot, or the first admin if no bot is set. You can also add up to five **Quick-reply buttons**, tappable chips shown under the message. When a visitor taps one, its label is sent as their reply. Click **\+ Add button** to add one. #### 2\. Send note Adds an internal note on the conversation that the customer never sees. Type the note in the **Message** field. The sender follows the same default as Send reply. #### 3\. Send internal message Posts a message to your team's internal chat rather than onto the conversation. Type it in the **Message** field. Same sender default as the other message actions. #### 4\. Assign Routes the conversation to a teammate or a team. Set **Target type** to **User**, then paste the person's **User ID** (their UUID). Use this to send conversations straight to whoever owns that queue. #### 5\. Set attribute Writes a custom attribute onto the customer. Enter a **Key**, for example`plan`, and a **Value**, for example `pro`. Numbers and `true` / `false` are auto-detected as their real types; anything else is stored as text. #### 6\. Set priority Sets the conversation's priority. Choose the level from the **Priority** dropdown, for example **High**. Pair this with a Filter or Branch so urgent conversations get flagged automatically. ## Integration nodes #### 1\. Push to Linear Creates a Linear issue from the conversation. Optionally choose a **Target Team** and **Target Project**. Leave both blank to use the integration's default target. This is handy for turning bug reports that land in support into tracked engineering work without leaving SupportWire. More integration nodes coming up very soon! ![](https://vault.featureos.app/uploads/attachment/upload/0f6932b69032849b3853d7a127130d53.png) --- ### Publishing and managing Workflows Once the canvas looks right, click **Publish** to make the Workflow live. Use **Runs** to see each time the Workflow has fired, which is the fastest way to confirm it is behaving. You can pause a live Workflow at any time without deleting it, and the **Pause all** control on the Workflows list stops everything at once, which is useful during a busy period or while testing a change. ### **Need more help?** Reach out to our support at [support@supportwire.ai](mailto:support@supportwire.ai) or submit feedback on [our board!](https://supportwire.featureos.app/b/suggestions) [View this article on the web](https://supportwire.featureos.help/en/articles/setting-up-workflows)