Build automation and workflows

What a workflow does

A workflow is a repeatable path through actions and decisions. Depending on the configured trigger and nodes, it can acknowledge an event, ask a question, route a conversation, wait for a later step, or follow up.

Use a workflow for a clear, bounded process such as a welcome response, basic triage, a reminder, or a follow-up. Keep a human path available for cases that need judgment or a sensitive answer.

Plan and review a workflow

1. Define the outcome. Write down the customer event or intent that starts the flow and the result it should achieve.
2. Choose a trigger and sequence. In the workflow builder, connect the available trigger, message, decision, and delay nodes into the intended path.
3. Check templates and service-window behavior. A workflow message must still follow WhatsApp rules. Outside a customer service window, use an approved template where required.
4. Review branches and handoff. Test the path for expected and unexpected answers. Ensure a customer can reach a human when the flow cannot safely resolve the request.
5. Save and monitor. Review the workflow before enabling it for customer traffic, then monitor its execution and update the flow when the business process changes.

Automation agents and AI replies

Automation agents are separate from the internal BNex Copilot. An internal Copilot draft or explanation does not mean an automated customer reply has been enabled.

Automatic AI replies to customers are opt-in for the workspace and may also be disabled by the platform. Check the workspace’s agent configuration and current availability before expecting a flow to answer customers automatically.

• BNex CopilotUse the assistant for in-workspace guidance and drafts.
• Templates and messaging rulesApply WhatsApp service-window and template rules.
• Contacts and audiencesUnderstand contact data used by workflows.

Frequently asked questions