Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Business API Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Green Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
Meta Business Verification
WhatsApp Message Templates
WhatsApp Pricing
WhatsApp Business API Channel Configuration
WhatsApp Messaging Limits
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business API
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
360dialog WhatsApp
Twilio WhatsApp
MessageBird WhatsApp
Vonage WhatsApp
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
LINE
Viber
Telegram
Google Business Messages
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
SMS
Custom Channel
Channels Overview
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
Reports: Messages
Reports: Contacts
Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Messages
Messages Overview
Assignment and Closing a Conversation
Custom Inboxes
Interacting with Respond AI
Using AI Assist
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Workflows Overview
Workflow Triggers
Workflow Steps Overview
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Wait
Step: Date & Time
Step: HTTP Request
Step: Add Google Sheets Row
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Setting: Respond AI
Workspace Settings: Growth Widgets
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
User Account
Mobile App
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring Mobile App Settings
Help Menu
Handling Inbound Conversations
Managing Spam
Create Automated Welcome and Away Messages
Get Contacts’ Consent for Personal Data Collection
Create Automated Chat Menus
Collect Contacts’ Emails and Phone Numbers
Route Contacts by Shifts
Route Contacts by Team Functions
Route New & Returning Contacts
Route VIP Contacts
Assignment Strategy: Automatic Contact Distribution & Load Balancing
Assignment Strategy: Unassign Agents after Conversations Closed
Converse with Customers
Understand the Individual: Get a Complete View of the Customers
Collaborate Internally: Simplify Customer Escalation with Automation
Collaborate Internally: Transfer Contacts to the Next Shift Automatically
Respond Intelligently: Optimize Agents’ Productivity in the Messages Module
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Make (formerly Integromat)
Developer API
Webhooks
Partnership
We love to hear from you!
Table of Contents
- Home
- Product
- Workflows
- Workflow Steps Overview
Workflow Steps Overview
Updated
by Joshua Lim
Getting Started
To begin building your Workflow and defining its next Steps, you first need to set up a Trigger. Once the Trigger is configured, you can proceed with adding and configuring the necessary Steps.
Here are the various actions you can perform with Workflow Steps:
Add a Step
To add a new action within the Workflow, add a Step by clicking on the + node to select the desired action from the list.

Configure a Step
To configure a Step, click on a step to access the configuration drawer on the right and customize its settings according to your preferences. Depending on the specific Step, you can add various configurations and other advanced settings.
Edit a Step Name
To edit the Step name, click the Edit icon and input the desired name for this Step. Then, click the green tick icon to confirm the changes.

Duplicate a Step
To copy a Step in the Workflow, hover over the Step and click the Copy icon that appears on the top right.

To paste a copied Step in the Workflow, click on the + node you want to paste the Step in and select Paste Step (with the copied step name) in the Add Step menu.

Move a Step
Click and hold the Step and drag it to the desired position to move a Workflow Step. When moving a parent Step with child Steps attached beneath it, all the child Steps will be moved together with the parent Step.
Delete a Step
To remove a Step from a Workflow, hover over the Step and click the Delete icon that appears on the top right.

If you delete a Step with branches (e.g. Branch, Send a Message), all the subsequent Steps will also be deleted. A dialog box will appear to confirm this action.

List of Steps
Below is a list of available steps in the Workflows module. You can click on each step to learn more about its functions.
Step | Description |
Send a customized message with specific content to the Contact.Ask a Question | |
Prompt the Contact with a specified question on the Last Interacted Channel. | |
Assign the Contact to a specific user, a user in a team, a user in a workspace, or unassign it.Branch | |
Create Workflow Branches based on conditions to direct the flow of the Workflow. | |
Add or remove one or multiple Contact Tags associated with the Contact. | |
Modify the values of Contact Fields for the Contact. | |
Open a Conversation with the Contact. | |
Close the active Conversation with optional closing notes. | |
Add an internal comment about the Contact or conversation. | |
Redirect the Workflow to a different Step in the journey. | |
Wait | Pause the Workflow for a specified period of time before advancing. |
Create Workflow Branches based on date or time conditions. | |
Send an HTTP request to another application for integration purposes. | |
Add information from the Workflow to a Google Sheet. |
Feeling stuck? Do not fear.
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Workflow Triggers
Step: Send a Message
Related Articles
Workflows Overview
Learn how to view, set up and manage Workflows automation.
Support: Closing Conversations
Use the Close Conversation feature to monitor resolved issues on the respond.io platform and automatically unassign agents when conversations are closed using Workflow Templates.
Step: Add Google Sheets Row
Learn about the configuration, best practices and use cases for implementing the Add Google Sheets Row Step.