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AUTOMATIONHow to use Workflows
Configuration guideAdmin guide

How to use Workflows

Build a support menu, add canvas nodes, drag cards and connections, configure replies, test and choose how to start, with real screenshots.

ChatHub Team·16 min read

What is a Workflow?#

Workflows at /scenarios build multi-step conversations: greet a customer, wait for a reply, follow a matching branch, then reply or hand over to a person. This guide uses the Customer support menu template, which does not require AI configuration.

The demonstration system now contains [MẪU] Menu hỗ trợ shop with seven steps, saved and disabled. Open it to follow along, or create your own copy using the instructions below.

Vietnamese interface. The Steps tab shows the start, menu and reply branches. The header confirms Saved, Disabled and seven steps.

1. Create a workflow from a template#

  1. 1

    Open Automation → Workflow, or /scenarios on your ChatHub domain, with an account that can access this feature.

  2. 2

    Click Create from template (Tạo từ mẫu). Find Menu hỗ trợ khách hàng under Support and select the seven-step template.

  3. 3

    Enter [MẪU] Menu hỗ trợ shop and click Create workflow (Tạo workflow). Templates start disabled so you can customize them first.

Vietnamese interface. Select the support menu on the left, enter a name on the right, then click Create workflow at the bottom.

2. Understand the sample flow#

  1. 1

    Start → Choice: send a greeting and wait for one of three options.

  2. 2

    Xem bảng giá → Send price list → return to the menu. Prices come from your shop product data, not a fixed list in this guide.

  3. 3

    Hướng dẫn mua hàng → send purchase instructions → return to the menu.

  4. 4

    Gặp nhân viên → send a handover message → hand over to a person.

  5. 5

    Any other reply → ask the customer to choose a menu option → return to the menu.

Use Các bước (Steps) to read and edit in order. Sơ đồ (Diagram) shows connections; use Fit to view the flow. Click a step to edit its configuration.

4. Write a reply and return to the menu#

Open the Send message step under Hướng dẫn mua hàng. The saved sample tells the customer to select a product, note its name and contact staff to confirm availability and payment. It explicitly says the menu does not create orders or collect payment.

Vietnamese interface. Enter the purchase instructions in the message content. This sample text should be adapted to your shop process.
  1. 1

    Scroll to Next step and select 2. Cho khách chọn, so the menu appears again after the reply.

  2. 2

    Check the return connections for the price list and fallback too. Hand over to a person ends the staff branch.

  3. 3

    Click Save at the top right. Wait for Saved before opening the test chat.

Vietnamese interface. The target points back to menu step 2. Insert a step between them if another action is needed before returning.

5. Add steps when extending the flow#

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    In Steps, click + after the step you want to extend; choose the intended branch for a branching step.

  2. 2

    Search in Add step. Send message continues after sending; Ask customer waits for a reply; Choice offers predefined options.

  3. 3

    Configure the new step, check its next target and save. Use Insert variable in content fields to select context data instead of guessing variable names.

Vietnamese interface. The Add step picker groups actions and explains each type. Only the picker was opened here; the saved sample still has seven steps.

5a. Create, drag and connect nodes on the canvas#

Each card in Sơ đồ (Diagram/canvas) is a node, or workflow step. Add a node, drag its card into a readable position, then drag an output dot onto a target step. The current interface creates nodes with + or Thêm bước (Add step). Dropping a connection dot on empty canvas does not create a node; the existing connection stays unchanged.

  1. 1

    Open Sơ đồ. Use Thu vừa khung (Fit) in the bottom-right toolbar if steps are out of view. Click the background and use the mouse wheel to zoom; drag empty background to pan.

  2. 2

    Find the step you want to extend and click + inside its card. For example, use + under the Send message step on the Hướng dẫn mua hàng branch.

  3. 3

    In Thêm bước, search for Gửi tin nhắn (Send message), then click the result card. The new node is inserted after the selected step and before its previous target.

Vietnamese interface. The search field at the top contains Gửi tin nhắn. Click the result on the right to add a node after the step whose + button you clicked. This demonstration draft has not been saved.
  1. 1

    Enter the new node’s Content, for example: Tin nhắn minh họa kéo thả, chưa lưu. This means an unsaved drag-and-drop demonstration message. Close the configuration panel to see the diagram.

  2. 2

    Check the connection from the previous step to the new node and from the new node to the previous target. Here, it sits between the purchase instructions message and the Choice menu.

Vietnamese interface. The right-hand card contains the sample text. The left card’s Bước tiếp theo (Next step) dot connects to the new node. Yellow outlines mark unsaved changes. The new node still connects back to the menu.
  1. 1

    To arrange a node, hold its title bar, drag to the desired position and release. Avoid the + button and connection dots when moving a card. Hold Alt while dragging to move freely without snapping.

  2. 2

    Moving a card changes its layout; connections follow the node. Use Tự dàn lại vị trí các bước (Auto arrange) or Thu vừa khung (Fit) if the diagram becomes hard to read.

Vietnamese interface. Captured after dragging the Gửi tin nhắn title bar to the upper right, before adding the sample node. The Hướng dẫn mua hàng branch still reaches this card, and Next step still returns to the menu. This layout change is unsaved.
  1. 1

    To change a target, hold the round dot to the right of Bước tiếp theo (Next step), drag onto the target card and release over that card. For Choice, use the dot next to the specific option, such as Hướng dẫn mua hàng.

  2. 2

    Practice example: drag the new message node’s Next step dot onto Gửi bảng giá (Send price list). The arrow should now enter that card. This changes execution flow; drag the dot back onto Cho khách chọn (Choice) if you want to return to the menu.

  3. 3

    Click the source node and verify Đi tới bước (Go to step) in its configuration. For branching nodes, check the target of the intended branch. Placing two cards next to each other does not connect them.

Vietnamese interface. The round dot is on the right edge of the sample node. Dropping it onto Gửi bảng giá on the left redirects the connection to that card. This is an unsaved target-change example, separate from the saved seven-step flow.
The drag-and-drop screenshots use a draft whose changes were discarded. The saved sample remains disabled with seven steps. For your own workflow, verify content and connections, click Save and wait for Saved before testing. If running sessions block saving, inspect and handle them according to actual needs; do not end customer sessions just to practice.

6. Test the conversation#

Chat thử với bot uses the real engine and the saved workflow, with a test customer, wallet and an actual inbox conversation. Purchase or payment steps can deduct funds, remove stock and create real orders. This guide tested only the instructions and fallback branches, not purchasing, payments, prices or staff handover.
  1. 1

    After saving, click the Chat thử với bot icon in the top toolbar. Wait for the greeting and three options.

  2. 2

    Click Hướng dẫn mua hàng. The expected result is the saved instructions followed by the menu again, with a waiting-for-reply status.

Vietnamese interface. Verified with the test customer: the instructions option returns its message and then shows the three choices again.
  1. 1

    Enter abc thử nhánh khác in the reply field and click Reply.

  2. 2

    Expected result: the bot asks the customer to choose an option, then shows the menu again. Use Restart from beginning when you need a fresh run.

Vietnamese interface. An unmatched answer reaches the fallback. The screenshot shows the reminder, menu and input for further testing.

7. Choose how to start and troubleshoot#

  1. 1

    Open Workflow settings using the sliders icon beside Save.

  2. 2

    Auto greet new customers starts the workflow for every new conversation when enabled. For conditional starts, leave it off and use the Run workflow action in an Automation rule.

  3. 3

    Enable the active status only after customizing the content and checking the relevant branches, then save. This guide leaves the sample disabled with automatic greeting off.

Vietnamese interface. Both switches are off: the sample is saved but does not automatically run for new customers.
  1. 1

    Old reply text: check for unsaved changes, save and restart the test.

  2. 2

    Wrong branch: check option labels, matching mode and target steps; keep a fallback for unmatched input.

  3. 3

    Menu does not return: check that the reply targets step 2.

  4. 4

    Does not run outside the test chat: check workflow status, its start mechanism and the calling rule conditions.

  5. 5

    Empty or unexpected prices: inspect your shop products. The introductory message is not the price-list data.

Read the Automations guide to configure a rule that starts a workflow ↗

How to use WorkflowsBack to top
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