Workflow Automation
Workflows automatically assign, reply to, tag, score, or route conversations. Each rule follows When (trigger), If (conditions), Do (actions).
Where: Workflow in the left menu (page title "Workflow Automation").
What workflows are
A workflow is an automation rule. When a trigger event happens, klink.cloud checks optional conditions, then runs actions in order. Use workflows to:
Route new chats to the right queue or agent
Let Kai (Chat AI Agent) answer first
Send after-hours replies
Score sentiment and CSAT when a conversation closes
Nudge silent customers
Auto-fill case log fields and post AI summary comments for handoffs
Give agents one-click wrap-up shortcuts (manual workflows)
Create tickets from conversations (optionally with AI subject and description)
The workflow list
Create: click New workflow.
Enable / Disable: the toggle in each row. Disabled workflows do not run.
Priority / order: drag a row, or use the Hierarchy buttons (Move to top / up / down / bottom). Rules at the top are evaluated first when several match the same conversation, so put the most specific rules highest.
Duplicate / Delete / Edit: use the row menu (⋮). Click a workflow's name to edit it.
Custom badge (⚡): marks a manual When run manually workflow. See Manual Workflows Shortcut.
Anatomy of a workflow
Every workflow is built in three steps.
Step 1: Trigger (When)
Add one or more trigger events. Most combine with OR (any one fires the rule); some are exclusive.
When new chat room is open
Runs when a customer sends their first message.
none
When a chat room is closed
Runs every time a conversation is closed.
none
When a customer sends a message
Runs every time a customer replies.
none
When chat room is on hold
Runs on rooms held for a period.
Hold timer (hours, minutes). Exclusive.
When an AI agent transfer chat room
Runs when an AI agent hands off to a human.
none. Exclusive.
When an AI agent session times out
Runs when an AI conversation goes idle past its timeout.
nothing to set. Exclusive.
When customer didn't response
Runs if the customer is silent for a period.
Timer (days, hours, minutes). Exclusive.
When agent didn't response
Runs if the agent is silent for a period.
Timer (days, hours, minutes). Exclusive.
When run manually
Never runs on its own; an agent starts it from the Run workflow button.
none. This makes it a custom workflow.
Step 2: Conditions (If)
Optional. Conditions combine with AND / OR. Operators include is / is not, contains / does not contain, starts with / ends with, Empty, and for business hours Inside / Outside of business hour.
AI Conditions
Detect intent using a plain-English prompt (for example "Customer is asking for a refund or complaining").
AI Conditions (Advanced)
Analyze the whole chat transcript with a custom prompt, and branch actions by its output.
Hold label
The hold-label status.
Contact info
Name, Contact label, Phone, Mail.
Language
The message language.
AI Language
The AI-detected language.
Chat info
Assignee.
Channel info
Messenger, LINE, Viber, etc.
Message content
Keywords in the message.
Business hour
Inside / Outside a business-hours schedule.
How AI Conditions (Advanced) works
This is the recommended path for sentiment and CSAT scoring on the full conversation:
Left side: an AI Prompt with versions (v1, v2, v3). Write a prompt that returns a single label (for example
very_satisfied / satisfied / neutral / unsatisfied / very_unsatisfied), and end it with "Reply with only the label". Add versions to experiment; only the active version runs.Right side: Test on chat history. Click Select chat, preview a real transcript, and click Run prompt to see the AI's output so you can tune the prompt before saving.
When you use an Advanced condition, the Actions step lets you branch by the AI's output.
Step 3: Actions (Do)
Actions run in sequence when the trigger and conditions are met.
AI Agent
Let a live AI Agent (Kai) handle the conversation.
Assign Human Agent
Route to a specific agent or a queue.
Send Message
Send a text reply: Fixed Message (you type it) or AI Message (AI-generated).
Send Rich Message
Send text plus images, videos, or attachments.
Add contact label
Add labels to the contact.
Add Chat Tags
Add tags to the case.
Add Note
Add a note to the case log.
Add Comment
Post an internal team-only comment (supports @mentions). Use AI Generated mode to draft a conversation summary from a prompt.
Set Disposition
Set the case disposition.
Set Categories
Set the case categories (up to 3 levels).
Set Type
Set the case type.
Set CSAT Score
Set a fixed CSAT (Very satisfied to Very unsatisfied).
AI CSAT Score
Let AI read the transcript and score CSAT.
Set Sentiment Score
Set a fixed sentiment (Positive / Neutral / Negative).
AI Sentiment Score
Let AI read the transcript and score sentiment.
Auto Case Log
Let AI read the transcript and fill in blank case-log fields. Pair with tags, categories, notes, or comments for fuller enrichment.
Create Ticket
Create a ticket from the conversation, with optional AI subject and description from the transcript. See Create Ticket.
Send Webhook
Send an HTTP request to an external URL (with variables like message, contact, transcript).
Close Chat
Auto-resolve and close the case (optionally with a disposition).
Branching by AI output
Only available with AI Conditions (Advanced). Choose Branch by AI output, add Output labels matching what your prompt returns (for example very_satisfied, very_unsatisfied), and configure the actions for each label plus an Else fallback.
Example: very_satisfied sets CSAT to Very satisfied; very_unsatisfied sets CSAT to Very unsatisfied and adds a comment to alert the team.
Important rules
Queue assignment (Assign Human Agent, then Queues) can only be used with the When new chat room is open trigger.
AI Agent and Assign Human Agent cannot both be in the same workflow.
The on-hold trigger only allows Close Chat, Send Message, Send Rich Message, and Add contact label.
Most actions can be added once; Send Message, Send Rich Message, and Add contact label can be added multiple times.
Custom (manual) workflows
A custom workflow uses the When run manually trigger. It never fires on its own. An agent runs it on demand from the Run workflow (⚡) button on a conversation, or in bulk from the CX Log. Only active custom workflows appear in the Run workflow picker.
Full create and run steps: Manual Workflows Shortcut.
Step-by-step recipes
1. Auto-assign new chats to a queue
Route to a queue
2. Let Kai answer first
Kai first response
3. Auto-reply outside business hours
After-hours auto-reply
4. Score sentiment and CSAT on close (recommended)
Sentiment and CSAT on close
5. Chase a silent customer
Silent customer nudge
6. One-click wrap-up (custom workflow)
One-click wrap-up
7. Auto Case Log (fill blank case-log fields)
8. AI conversation summary comment
9. Create Ticket from a conversation
Also see: AI CSAT scoring workflow (aligns with Recipe 4; replaces the old multi-workflow pattern).
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