Workflow Automation

Workflow automation for event-driven customer journeys.

Design end-to-end customer journeys with event-based triggers, stateful logic, and real-time actions. MonoChat orchestrates workflows using both platform events and external system event streams — so you can automate marketing, sales, and support with precision.

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Nova Market Business account

Hi Sara, your order was delivered today. How was everything?

18:30

All goodThere is a problem

There is a problem

18:32

Sorry to hear that. What went wrong?

18:32

Damaged itemMissing item

Damaged item

18:33

Support request opened

Damaged item · Order 7315

Routed to the returns team

Thank you. A teammate will reply here shortly.

18:33

Workflow Automation Capabilities

Build customer journeys that react to events, keep state, and execute actions across channels and systems.

  • Journey & Workflow Designer

    Model your customer journey step-by-step with visual workflows. Add conditions, delays, branches, and actions that match your real business process.

    • Drag & drop workflow builder
    • Conditional branching & rules
    • Multi-step journeys
    • Reusable templates

  • Event-Based Triggers & CEP

    Workflows run on events — messages, clicks, form submits, status changes, purchases, tickets, and any external events you stream into MonoChat.

    • MonoChat internal events
    • External event streams (CRM/ERP/CDP)
    • Complex Event Processing patterns
    • Real-time decisioning

  • Automation Across Channels

    Turn conversations into outcomes across WhatsApp, Instagram, WebChat and more — without losing context or breaking the customer experience.

    • Cross-channel orchestration
    • Marketing + sales + support automation
    • Human handoff & SLA routing
    • Analytics-ready flows

Core Building Blocks

Combine events, state, conditions, and actions to orchestrate end-to-end journeys.

  • Stateful Workflows

    Keep state across the customer journey: stages, scores, preferences, consent, last action, and next best step — without fragile hacks.

  • Conditional Logic & Branching

    Create dynamic paths based on customer profile, conversation signals, segmentation, and business rules.

  • Event Stream Processing

    Trigger and combine events from messaging channels and integrated systems. React instantly to what customers do — not just what they say.

  • Timers, Delays & Schedules

    Build time-based automations like follow-ups, reminders, SLA escalations, and timed sequences with safe delays and retries.

  • Actions, Webhooks & Integrations

    Write back to your systems: create tickets, update CRM, send notifications, sync data, trigger campaigns, or call any endpoint.

  • Functions & Tooling Nodes

    Call Custom Functions inside flows for custom logic, API calls, AI tools, and scheduled jobs — for truly low-code automation.

Triggers, timing and hybrid nodes

Start flows on the events that matter

Every flow starts from an event node. Pick the moment in the conversation or the customer record that should start your journey.

  • Messages and reactions

    React to what happens in the chat itself.

    • New message received
    • New message sent
    • New reaction received

  • New and reopened sessions

    Greet, qualify or route a conversation the moment it starts.

    • New session created
    • Session reopened

  • Session closed and assigned

    Follow the conversation as it moves through your team.

    • Session closed
    • Session assigned
    • Session unassigned

  • Customers and payments

    Act on changes to the customer and their payments.

    • New customer created
    • Profile field updated
    • New payment received

  • Custom events

    Send your own events from a function or another flow and start a journey from them.

    • Custom event
    • Emit a custom event from a flow

  • Flows and AI agents

    Chain journeys together and continue when an AI agent is done.

    • Flow started
    • Flow finished
    • AI agent run finished

Timing

Wait, check the clock and follow up on silence

Give each step the right timing, and take a different path when the customer does not reply in time.

  • Wait node

    Pause the flow for a set amount of time before the next step.

    • Minutes, hours or days
    • Follow-ups and reminders
    • Spacing between messages

  • Date and time conditions

    Branch with If and Switch nodes on the date, the time of day or the weekday.

    • Office hours, e.g. 09:00–18:00
    • Weekdays vs weekends
    • Date and time ranges

  • No reply within X

    Event, Question Answer and Opt-in nodes have a Timeout setting with its own output.

    • Timeout in minutes, hours or days
    • Send a reminder on the Timeout path
    • Or assign or close the conversation

Hybrid nodes

Nodes that wait for the customer or for AI

Hybrid nodes send something, wait for the result and continue on a clear output, so rules and AI work in the same flow.

  • Question Answer

    Ask a question, wait for the answer and save it, with a Timeout path if no answer comes.

  • Opt-in

    Ask for consent and continue on the customer’s choice, with a Timeout path for silence.

  • Wait

    Hold the flow for minutes, hours or days, then continue.

  • AI Agent

    Let an AI agent handle a step and continue on its result.

    • Completed
    • Budget exceeded
    • Timed out
    • Failed

Forms and ready-made nodes

Collect structured answers inside WhatsApp and add ready-made nodes to your flows.

How to build an automated workflow

From a trigger to a measurable customer journey in three steps.

  1. Choose a trigger

    Start from a new message, a session that opens, closes or gets assigned, a new customer, a profile change, a payment or a custom event sent from your own system.

  2. Add logic and actions

    Drag in conditions, delays and branches, then add actions such as sending a message, updating your CRM or calling a custom function.

  3. Publish and hand over

    Go live on your channels, route the conversations that need a person to your team and follow the results in your reports.

Key Benefits

What you gain with Workflow Automation inside MonoChat.

  • Faster Operations: Reduce manual work with automated journeys and event-driven decisioning across teams and channels.
  • Adaptive Journeys: Respond to customer behavior in real time using branching logic, state, and multi-event patterns.
  • Connected Automation: Bring CRM/ERP/CDP and internal tools into your customer journey with events, webhooks, and write-back actions.
  • Scale Without Chaos: Standardize journeys with templates, governance, and measurable KPIs while handling growing volume.
MonoChat workflow automation builder with triggers, conditions and actions

Practical Use Cases

Common workflows teams build with event-driven journeys and automation.

  • Marketing Automation Journeys

    Run onboarding sequences, win-back flows, segmented campaigns, and personalized follow-ups using event triggers and customer state.

  • Sales & Lead Qualification

    Score leads, route to the right team, schedule meetings, and automate follow-ups based on intent signals and CRM events.

  • Support & SLA Operations

    Automate triage, escalation, internal alerts, and resolution workflows triggered by message patterns, ticket events, and SLA timers.

FAQ

Workflow automation questions

Quick answers to the most common questions.

What is workflow automation in MonoChat?

Workflow automation lets you design customer journeys as visual flows. A flow starts from an event, keeps the state of each customer, and runs steps such as messages, conditions, delays, routing and calls to your systems.

Do I need to write code to build a workflow?

No. Flows are built in a drag and drop builder with conditional branching, multi-step journeys and reusable templates. When you need custom logic you can call a custom function from a flow.

What can trigger a workflow?

A flow can start when a message is received or sent, a session is created, reopened, closed, assigned or unassigned, a new customer is created, a profile field is updated, a payment or a reaction comes in, an AI agent run finishes, or another flow starts or finishes. Custom events let your own functions or another flow start a flow too.

How do I follow up when a customer doesn't reply?

Turn on Timeout on a Question Answer, Opt-in or waiting event node and set it in minutes, hours or days. If the customer doesn't reply in time, the flow takes the Timeout path, where you can send a reminder, assign the conversation or close it. You can also add a Wait node and then check with a condition what happened in the meantime.

Which channels do workflows run on?

Workflows run across WhatsApp, Instagram, WebChat and the other channels you connect, without losing the context of the conversation.

Can a workflow hand the conversation to a human agent?

Yes. A flow can hand over to your team at any step, with SLA-based routing so the conversation reaches the right agent.

Keep exploring

First month of Growth on us

Orchestrate Customer Journeys with Workflow Automation

Turn events into actions across WhatsApp, Instagram, WebChat and your connected systems — with stateful workflows and real-time triggers.

Start with $150 credit Chat on WhatsApp

One code per business • 30 days to redeem • No card needed

$150 to get started.

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