Automate What Happens When Someone Replies in Chat

A workflow can act the moment a visitor writes through your All-in-One widget: acknowledge, tag, assign, alert or escalate.

Build the trigger

1. Go to Automation > Workflows and create a workflow.
2. Click Add Trigger and choose Customer Replied.
3. Set Reply Channel to All-in-One Chat.
4. Choose a Chat Type: Chat Widget or Live Chat.
5. Pick the exact widget or live chat configuration so the workflow runs only for that one.
6. Save the trigger, then add actions.

Ideas that work well

• Acknowledgement: send "We got your message and will reply shortly", tag the contact, assign an owner.
• Routing by team: one workflow per widget, such as sales (assign, create an opportunity, alert) and support (assign, create a task).
• VIP alerts: a dedicated widget that notifies leadership and creates a high-priority task.
• Intent tagging: add a "Pricing Interest" tag when a message mentions cost.
• Escalation: wait ten minutes, and if nobody has responded, notify a backup user or reassign.

Keep it tidy

• Prerequisite: at least one All-in-One widget and any users or tags you plan to use.
• Name workflows clearly, for example "Reply - Support widget - routing".
• Create one workflow per widget to avoid conflicts.

Good to know: Test with your own message first and check the contact timeline to see every action fire in order.