> For the complete documentation index, see [llms.txt](https://docs.klink.cloud/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.klink.cloud/advanced-setup/workflow-automation/manual-workflows-shortcut.md). # Manual Workflows Shortcut Manual workflows let you run an automation whenever you choose, on one conversation or on many at once, instead of it firing automatically on an event. They are perfect for one-click shortcuts like wrapping up a case, applying a standard set of tags and dispositions, re-scoring sentiment on past conversations, or pushing a case to an external system. This guide explains what a manual workflow is, how to create one, and how your agents run it, with worked examples. > Manual workflows are also called **custom workflows**. In the workflow list they are marked with a **Custom** badge (a lightning icon). ***
### What is a manual workflow? A normal workflow runs automatically when something happens (for example "when a new chat opens" or "when a chat is closed"). A **manual workflow** has no automatic trigger. It runs only when a person starts it: * from the **Run workflow** button on a single conversation, or * from the **Run workflow** bulk action on the CX Log (to run it across many past cases at once). Everything else works the same as a normal workflow: you can add conditions and a series of actions. ### When to use a manual workflow * **One-click wrap-up.** Let agents auto-fill the case log, tag the case, set a disposition, and close it, all with a single click. * **Re-score past conversations.** Re-run sentiment or CSAT scoring on conversations that were handled before you fine-tuned your scoring prompt. * **Apply a standard action set on demand.** Add labels, set a category, or add an internal note to the cases you choose. * **Push to an external system on demand.** Send a webhook for selected cases only. ### Before you begin * To **create or edit** workflows you need the *Workflow automation* setting permission. * To **run** a workflow from a conversation you need access to the Inbox. * A manual workflow must be **Active** (toggled on) to appear in the run list. Disabled ones are hidden. *** ### How to create a manual workflow 1. Go to **Workflow** in the left menu (page title "Workflow Automation") and click **New workflow**. 2. **Trigger:** choose **When run manually**. * Description: "Never runs on its own. An agent starts it from the Run workflow button on a conversation." * This is what makes it a manual (custom) workflow. 3. **Conditions (optional):** add conditions if you only want the workflow to act on certain cases (for example *Channel info is WhatsApp*, or an *AI Condition*). Leave it empty to run on any conversation. * Note: the **Message content** and **Hold label** conditions are not available for manual workflows, because a manual run has no triggering message or hold status. 4. **Actions:** add the actions you want, in the order they should run (for example *Auto Case Log*, then *Add Chat Tags*, then *Set Disposition*, then *Close Chat*). 5. Enter a **name**, make sure the workflow is set to **Active**, and click **Save**. Your workflow now appears in the list with a **Custom** badge and is ready to run. *** ### How to run a manual workflow #### On a single conversation 1. Open a conversation in the **Inbox**. 2. Click the **Run workflow** button (the lightning icon) in the conversation header. * Tip: this button only appears when your workspace has at least one **Active** custom workflow. 3. In the popover, search for and click the workflow you want. 4. The workflow runs (a spinner shows while it works). You will see a confirmation: * **"Workflow ran."** if it completed, or * **"Workflow ran with errors, see the conversation."** if one or more actions failed. 5. The full result (which actions ran, any errors, or why the conversation was skipped) is recorded in the **conversation timeline**. #### On many conversations at once (from the CX Log) Use this to run a manual workflow across a batch of past cases, for example to re-score sentiment. 1. Open the **CX Log**. 2. Use the filters to narrow down the cases you want (for example a date range and a channel), then **select** the rows with the checkboxes. 3. In the bulk toolbar that appears, click **Run workflow**. 4. Search for and pick the workflow. 5. Confirm the dialog: "Run '' on N selected case(s)?" * Cases that have no conversation (such as plain call logs) cannot be run against and are skipped. The dialog tells you how many will be skipped. 6. You will see "Workflow started on N case(s). Each conversation records the result." Each case's outcome is written into its own conversation timeline. *** ### Example 1: a one-click "Wrap up case" shortcut **Goal:** after a chat, an agent clicks one button to auto-fill the case log, tag it, set a disposition, and close it. **Set it up:** 1. **Workflow**, then **New workflow**. Name it "Wrap up case". 2. **Trigger:** When run manually. 3. **Conditions:** none (so it works on any conversation). 4. **Actions**, in order: * **Auto Case Log** (AI reads the transcript and fills any blank case-log fields). * **Add Chat Tags:** for example "handled". * **Set Disposition:** for example "Resolved". * **Close Chat**. 5. Set it **Active** and **Save**. **How agents use it:** open the conversation, click the **Run workflow** (lightning) button, and pick **Wrap up case**. The case log is filled, tagged, dispositioned, and closed in one step. *** ### Example 2: re-score sentiment on past conversations **Goal:** you improved your sentiment prompt and want to re-apply it to conversations from last month. **Set it up:** 1. **Workflow**, then **New workflow**. Name it "Re-score sentiment". 2. **Trigger:** When run manually. 3. **Conditions:** **AI Conditions (Advanced)**. Write a prompt that reads the transcript and replies with a single label (for example `positive`, `neutral`, or `negative`). Use **Test on chat history** to check it against a few real conversations first. 4. **Actions:** choose **Branch by AI output**, add the labels, and under each set **Set Sentiment Score** to the matching value. Add an **Else** branch that runs **AI Sentiment Score** as a fallback. 5. Set it **Active** and **Save**. **How to run it in bulk:** open the **CX Log**, filter to last month's conversations, select the rows, click **Run workflow**, pick "Re-score sentiment", and confirm. Each conversation is re-scored, and the result is recorded in its timeline. *** ### Tips and good to know * Only **Active** custom workflows appear in the run list. * Running on a single conversation is **immediate** (a spinner shows). If the workflow uses AI actions it can take up to about 90 seconds. * Bulk runs from the CX Log run **in the background**; you can keep working while they process. * Every run records its result in the **conversation timeline**, so you can always see exactly what ran and why. * If a workflow is already running on a conversation, it will not start a second time on that same conversation. * If nothing seems to happen and you get no confirmation, the conversation did not match the workflow's conditions, so it was skipped. Review your conditions. *** ### Troubleshooting **I do not see the Run workflow button on a conversation.** The button appears only when there is at least one **Active** custom workflow. Create one (with the "When run manually" trigger) and make sure it is toggled on. **I ran it but nothing happened and there was no confirmation.** The conversation did not match your workflow's conditions, so the run was skipped. Loosen or check your conditions. **I got "Workflow ran with errors".** Open the conversation timeline to see which action failed and why, then adjust that action in the workflow. **Some of my selected CX Log cases were skipped in a bulk run.** Cases without a conversation (such as plain call logs) cannot be run against. Only conversations (chat and email cases) are eligible.