Start from a workflow template
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 → Settings → 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
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
- Monitor Quinn: track workflow and Quinn performance together