# Workflows Section: Tidio Features Description: Automate repetitive work on tickets and live conversations with Workflows: templates, your own ticket workflows, run counts, and every trigger, condition and action. Verified against Tidio panel 12.304.0 Last updated: 2026-11-08 Source: https://help.tidio.com/articles/workflows/ Workflows are automatic processes that can help you **automate certain mundane tasks** in live conversations or tickets (emails). As opposed to [flows](), workflows are never conversational; workflows only exist to help agents with simple (but often time-consuming) actions, like solving finished conversations or tagging tickets. 💡 **Please note:** Workflows are available on the **Growth** plan and above (see [Which upgrades do I need?]()). **In this article, you will learn:** - [What the benefits of workflows are]() - [How to navigate workflows]() - [How to use workflow templates]() - [How to create your own workflows from scratch]() - [How to export and import workflows]() - [What the available nodes are (triggers, conditions, actions)]() [Video]() Silent walkthrough. Turn on two workflow templates: edit and activate the automatic ticket reply, set auto-solve to 2 hours and activate it, then check the Applied to and Executed columns and open View statistics. ## What are the benefits of workflows? When you take advantage of workflows in Tidio, your agents can save time and focus on more valuable tasks in your project. Workflows can handle actions that are very repetitive (but necessary), allowing your team to concentrate their efforts elsewhere. Workflows don't hold conversations with your visitors the way flows do - they won't ask questions or collect information. The only message a Workflow can send to a customer is a predefined email reply in a ticket (like an automatic reply to new tickets). Otherwise, they're used to perform mundane actions, for example: - **Solving** live conversations or ticket threads; - **Assigning** incoming conversations to agents; - Sending initial **autoreplies** to new tickets; - Changing ticket **statuses**; - **Tagging** tickets. You can make use of the existing workflow **templates** (and modify them), but also **create your own** workflows from scratch. ## Navigating workflows You can access your **Workflows** section by navigating to **Settings \> Workflows** in your Tidio panel: ![The Settings sidebar shows "Workflows" selected under General.]() Inside, you will find two main tabs: **My Workflows** and **Templates**. This is where you manage all your workflows in general - see a list of your added workflows, create new ones, or browse the available templates. ![The Workflows page with the "My Workflows" tab selected next to "Templates".]() In the upper-right of the **Workflows** section, you will also find the options to **import** existing workflows via JSON files, **create** new workflows from scratch, and a shortcut to add one of the existing **templates**; these options will be covered in detail later on in this guide. In the **My Workflows** tab, you will see all your added workflows, what they're **Applied to** (**Live conversations** or **Tickets**), how many times each one was **Executed** in the last 30 days, and whether it's **Active**: ![The "My Workflows" list with three workflows, their "Applied to" categories, execution counts, and "Active" switches.]() You will also be able to **sort** them all as needed: ![The workflow sorting menu with options for age, alphabetical name, active status, and execution count.]() Lastly, any workflow (or workflow draft) can be managed in details by clicking the **three dots** next to it: **Edit** (or **Edit draft**), **View statistics** (a chart of how many times the workflow was executed), switch it **Active**, **Clone**, **Export** or **Delete** it. Please note that **live conversation** workflows can only be edited, enabled/disabled, or deleted: ![The three-dots menu of a ticket workflow open in the My Workflows list: Edit, View statistics, Active with its switch, Clone, Export and Delete]() ## Using workflow templates The quickest way to get started with workflows is to use **templates**; they're an easy way to automate the most common tasks. Naturally, you can **modify** the templates to your liking as well. Find the existing templates in the **Templates** tab: ![The "Templates" tab with cards for assigning and solving conversations, replying to and solving tickets, and escalating tickets without agent response.]() In there, you will find several templates ready to add and activate immediately (as well as the option to **request** a new template that you would find useful\!). Each workflow template is marked with either the **Live conversations** or **Tickets** tag, letting you know which communication channel the particular workflow is meant for. When you hover your cursor over a template, you will see the **Learn more** button appear: ![The "Assign conversations automatically" template with its "Learn more" button visible.]() Clicking on it will take you to the given template's setup screen, where you can see more details as well as customize certain aspects of the workflow. ### Templates for live conversations The **live conversation** templates are relatively simple workflows and do not offer much customization. There are currently two templates available for live conversations: - [**Assign conversations automatically**]() - [**Solve conversations automatically**]() #### Assign conversations automatically This workflow automatically routes incoming conversations to agents based on their workload or availability. For this purpose, you decide between using the **Load balancing** option or the **Round robin** option here. The **Load balancing** option allows you to determine the **maximum number of live conversations** every agent can have at any given time. Incoming conversations are distributed among the online agents equally, but an agent can never be assigned to more conversations than specified. ![The automatic conversation assignment settings with "Load Balancing" selected and a conversation limit of 3 per agent.]() The **Round robin** option allows your agents to receive incoming conversations** in sequential order**; if an agent is offline, their turn is skipped and the new conversation is assigned to the next operator in line. There is no upper limit of conversations that can be assigned to each agent. ![The automatic conversation assignment settings with "Round Robin" selected to assign agents in sequential order.]() #### Solve conversations automatically This workflow allows you to specify the amount of time after which conversations should be marked as **solved** automatically: under **Triggers after**, choose between 5 and 120 **Minutes**, or between 1 and 72 **Hours**. With **Only auto-solve when the last message was sent by an agent** checked (it is by default), this only applies to conversations where an agent has responded, but the visitor hasn't given any further reply of their own. Uncheck it to also solve conversations where the visitor wrote last. With the box checked, you'll also see a reminder that tickets, emails and conversations handled by flows are not auto-solved. Please note that without this workflow enabled, your conversations will still get automatically solved after 30 days without the visitor's reply; this is default Tidio behavior. ![The Solve conversations automatically setup, Customize solve time step: Triggers after set to 60 Minutes, the Only auto-solve when the last message was sent by an agent checkbox checked, the info box below it, and the Activate button]() ### Templates for tickets Workflow templates for **tickets** are slightly more advanced than those for live conversations, as they allow more customization to better suit your needs. There are currently three templates for ticket workflows: - [**Send automatic ticket reply**]() - [**Solve tickets automatically**]() - [**Escalate tickets without agent response**]() #### Send automatic ticket reply This workflow provides instant email acknowledgment by automatically sending a **predefined reply** when a new ticket is received. You can personalize the message as well as modify more details of the workflow (if you use the **advanced editor** to modify the template further). Looking for the **Automatic response** setting that used to be in your email settings? It's no longer there - this template is now the way to send an automatic reply to new tickets. ![The "Send automatic ticket reply" editor with an acknowledgement message, formatting controls, and a "Save" button.]() #### Solve tickets automatically This workflow lets you specify the amount of time (in days) that needs to pass for a ticket to be **solved** automatically. This only applies to tickets where the agent has responded and there has been no further reply from the original sender. ![The "Solve tickets automatically" settings with "Triggers after" set to 3 days.]() When a ticket is solved this way, there is also **a follow-up message **sent automatically; you can modify this message to your liking: ![The "Customise follow-up message" editor with a ticket closure message inviting the customer to reply if they still need help.]() #### Escalate tickets without agent response This workflow helps you identify cases where an assigned agent hasn’t responded within a specified amount of time, allowing the ticket to be handled by another team member. You can set the amount for time required (in hours): ![The "Escalate tickets without agent response" settings with "Triggers after" set to 24 hours.]() Once this amount of time passes without any response from the agent, the agent is unassigned from the ticket, and the ticket is made available for other team members to see. An internal note is left inside the ticket, which you can customize as well: ![The escalation workflow internal note editor explaining that the ticket was unassigned after a prolonged lack of agent response.]() ### Customizing template details with the advanced editor With the workflow templates for **tickets**, you get the option to use the **advanced editor** and customize the workflow in much more detail: ![The "Solve tickets automatically" template with an arrow pointing to "Advanced editing" at the bottom left.]() Inside the editor, you will see a workspace that includes several **nodes** that are part of the given workflow. The nodes include a **trigger** (it determines when the workflow starts running), **conditions**, and **actions**. Among other things, conditions can be used to decide which **ticket source(s)** should be considered: ![The "Ticket source" condition with separate outputs for tickets created from a mailbox, by Lyro, and from the widget.]() ... or how to change the** ticket status**: ![The "Change ticket status" action with "Change status to" set to "Solved".]() Naturally, you can also change the workflow's automatic reply (if any is being sent in the given template), or add other conditions, etc. Please note that you can also **create your own ticket workflows** from scratch, instead of customizing the existing templates; see the next section of this article for more details\! ## Creating your own workflows In the top-right of the **Workflows** section, you can use the **Create from scratch** button to start building your own **custom ticket workflow**: ![The Workflows toolbar with an arrow pointing to the "Create from scratch" button.]() 💡 **Please note:** creating workflows from scratch (as well as using the editor to modify existing templates) is currently only available for tickets, not for live conversations. In the example below, let's create a workflow that tags any ticket where the word "refund" was included in the subject, and the original sender hasn't responded in three days. #### Triggers The first step is to add a **trigger**. There are currently three to choose from: ![The "Triggers" tab offering tickets becoming available for agents, customers not replying, and agents not replying.]() In this case, let's select **Customer hasn't replied to your ticket message** and set it to **3 days** (which is the default): ![The customer reply timeout trigger with "Triggers after" set to 3 days.]() Please see [this section]() of the guide for a detailed list of all the available **triggers**. #### Conditions Next, we'll add a **condition**. The list of available conditions is as follows: ![The "Conditions" tab listing ticket status, source, customer email address, subject, tag, mailbox, assigned agent, and day.]() What we need is the **Ticket subject** condition; after dragging it onto the workspace and connecting with the trigger, add the word "refund" and use the **contains** option: ![The "Ticket subject" condition connected to the customer reply trigger, with "contains" selected and "refund" entered.]() Please see [this section]() of the guide for a detailed list of all the available **conditions**. #### Actions Finally, we need to add an **action** that the workflow will carry out if the condition is met. The available actions are as follows: ![The "Actions" tab offering a public reply, ticket status change, ticket tag, internal note, and removal of the assignee.]() In this case, we need to use **Add a ticket tag**. Connect it with the condition before it (making sure to use the **refund** option when connecting), and select one of your existing ticket tags from the list inside the action. If you don't have the appropriate ticket tag yet, you can create it: ![The "Add a ticket tag" action with the tag menu open, showing "needs follow up", "urgent", and "Create a new Ticket tag".]() Please see [this section]() of the guide for a detailed list of all the available **actions**. Once you're done with your setup, the workflow should look like the example below: ![The completed workflow connecting the customer reply timeout to a "refund" subject condition and the "needs follow up" ticket tag.]() Remember to **name** your workflow in the upper-left, and hit **Activate** to save all your changes and enable the workflow right away. If you prefer to just save it as a draft and not use it yet, you can hit the **Close** button instead. Your new workflow will be listed in the **My Workflows** tab: ![The "My Workflows" list showing the active "Refund ticket - tag for followup" workflow applied to tickets.]() ## Exporting and importing workflows Very similarly to [transferring **flows** between different Tidio projects](), you can also **export and import your workflows**. This allows you to save existing workflows as backups outside of Tidio, and import these workflows into other Tidio projects. To export a chosen workflow, click on the **three dots** next to the workflow in your list, and select the **Export** option: ![The workflow three-dot menu with "Export" outlined for emphasis.]() This will generate a **JSON** file and download it onto your computer, and the file will include the workflow's name. To import this workflow into another Tidio project (or the same project, if you've accidentally removed or somehow broken your workflow), click on the **Import** button in the top-right of the **Workflows** section: ![The Workflows toolbar with an arrow pointing to "Import".]() In the window that pops up, either **browse** your computer for the JSON file or simply **drag-and-drop** the file into the window: ![The "Import a Workflow" dialog with a browse or drag-and-drop upload area accepting JSON files.]() Once the import is complete, you will be notified about it onscreen, and your imported workflow is going to be listed (as a **draft**) in the **My Workflows** list. ## The nodes available in Workflows Each Workflow is composed of a combination of different nodes: [**triggers**](), [**conditions**](), and [**actions**](). They are used as needed, depending on what you aim to achieve. See the available nodes listed and described below. ### Triggers A **trigger** is a node that starts the Workflow. The available triggers are as follows: - [Ticket has become available for agents]() - [Customer hasn't replied to your ticket message]() - [Agent hasn't replied to ticket message]() #### Ticket has become available for agents Starts the Workflow for tickets that arrive in your Tidio inbox and require agents' attention - either when Lyro cannot resolve the issue or is configured to hand off the ticket to a human. ![The "Ticket has become available for agents" trigger node on the workflow canvas.]() #### Customer hasn't replied to your ticket message Starts the Workflow when a customer hasn't replied to your latest ticket message for a specified amount of time - from 1 to 365 **days** (3 by default). ![The "Customer hasn't replied to your ticket message" trigger node on the workflow canvas.]() #### Agent hasn't replied to ticket message Starts the Workflow when an agent hasn't replied to the customer's latest ticket message for a specified amount of time - from 1 to 365 **hours** or **days** (3 hours by default). ![The "Agent hasn’t replied to ticket message" trigger node on the workflow canvas.]() ### Conditions A **condition** is a node that tells the Workflow to check if specific parameters are met, so that different actions can be performed depending on the outcome. The available conditions are as follows: - [Ticket status]() - [Ticket source]() - [Customer email address]() - [Ticket subject]() - [Ticket tag]() - [Mailbox]() - [Assigned agent]() - [Day]() #### Ticket status Makes the Workflow check the ticket's status (**open**, **pending**, or **solved**). ![The "Ticket status" condition set to match "Pending", with an "Else" branch and an option to add another output.]() #### Ticket source Makes the Workflow check the source of the ticket. A ticket can be created in different ways: - from a connected **mailbox** - within your Tidio **panel** (by an agent) - from the **widget** on your website - through **API** - from a **flow** - from **Lyro** - from a **Facebook** **comment** - from an **Instagram** **comment** ![The "Ticket source" condition set to match "Created from mailbox", with an "Else" branch.]() #### Customer email address Makes the Workflow check the customer's email address. You can specify whether the address should (or should not) **equal** to or **contain** a certain string, or if it should **start** or **end** in a specific way. You can put in the **value** directly, or select from a list of available **variables**. ![The "Customer email address" condition with "contains" selected and a field for entering a value or selecting a variable.]() #### Ticket subject Makes the Workflow check the ticket's subject. You can specify whether the subject should (or should not) **equal** to or **contain** a certain string, or if it should **start** or **end** in a specific way. You can put in the **value** directly, or select from a list of available **variables**. ![The "Ticket subject" condition with "contains" selected and a field for entering a value or selecting a variable.]() #### Ticket tag Makes the Workflow check the ticket's tags. You can specify which available ticket tags should (or should not) be taken into account. ![The "Ticket tag" condition set to "does not contain" the "escalation" tag.]() #### Mailbox Makes the Workflow check which mailbox the ticket has come from. ![The "Mailbox" condition set to match a selected mailbox, with an "Else" branch and "Add another output".]() #### Assigned agent Makes the Workflow check which (if any) agent is currently assigned to the ticket. You can specify whether the ticket should (or should not) have any assignee at all, or if any particular assignee should (or should not) be present. ![The "Assigned agent" condition with "When assigned agent is" set to "empty".]() #### Day Makes the Workflow check if it currently is (or isn't) the specified day of the week, letting you determine different actions. ![The "Day" condition set to match "Monday", with an "Else" branch and "Add another output".]() ### Actions An **action** is a node that makes the Workflow perform a specific task. The available actions are as follows: - [Send a public reply]() - [Change ticket status]() - [Add a ticket tag]() - [Add an internal note]() - [Remove assignee]() #### Send a public reply Makes the Workflow send an email response in the ticket thread. ![The "Send a public reply" action with an empty message editor and formatting, variable, link, and emoji controls.]() #### Change ticket status Makes the Workflow change the ticket's status to either **open**, **pending**, or **solved**. ![The "Change ticket status" action with the destination status set to "Solved".]() #### Add a ticket tag Makes the Workflow add a specific tag. You can select from a list of available ticket tags, or create a new tag. ![The "Add a ticket tag" action with the "escalation" tag selected.]() #### Add an internal note Makes the Workflow add an internal note in the ticket thread. ![The "Add an internal note" action with an empty note editor and formatting controls.]() #### Remove assignee Makes the Workflow remove the ticket's current assignee. ![The "Remove assignee" action explaining that the ticket or conversation returns to the Unassigned folder.]() ## Further reading - [Which upgrades do I need?]() - [Email (Ticketing)]() - [Transfer flows between projects]()