What changed, what's new, and how to get started
Overview
We've merged Workflows and Chatflows into a single, unified feature called Flows.
Previously, you had two separate tools:
Workflows — for automating email sequences targeting contacts in your lists
Chatflows — for building interactive chat experiences triggered by customer behavior or AI-recognized intents
These are now one. Flows is a single automation builder where you can create email sequences, chat automations, WhatsApp campaigns, and AI-powered conversation flows — all from the same place, with the same interface.
Everything you had in Workflows and Chatflows has been automatically migrated. Nothing was lost.
What's the Same
All the actions you could build before still exist in Flows:
Outbound actions
Send an email
Send a chat message
Send a WhatsApp message (with templates)
Conditional logic
Wait time between actions
If/then conditions based on whether a rule was met or not
Contact data actions
Assign or remove a tag
Set a property
Delete a contact
Fire an event
The logic is identical to what you were using before — the actions just live in one builder now.
What Determines Which Actions Are Available: Triggering Events
The key concept in Flows is the Triggering Event — the condition that kicks off your flow. The triggering event you choose determines which actions you can use inside that flow.
This is intentional. Not every action makes sense in every context. Here's how it works:
Audience Matched
Previously: Workflows
This is the trigger for targeting contacts in your lists. When a contact matches your defined audience filters, they enter the flow.
Available actions: Email, chat message, WhatsApp message, conditional logic, contact data actions.
Use this for: Onboarding sequences, lifecycle emails, re-engagement campaigns, outbound campaigns, any proactive communication to a defined segment.
💡 This is the trigger that replaces the old Workflows feature. If you were sending a series of emails to leads who signed up in the last 7 days, that's an Audience Matched flow.
AI Recognized Intent
Previously: Chatflows — Intent trigger
Requires an AI Assistant enabled on your project. This trigger activates when Aura identifies a specific intent from a customer's message.
Available actions: Chat message, conditional logic, contact data actions, task assignment, escalation to human agent.
Use this for: Automatically handling common requests — scheduling demos, processing refund inquiries, collecting customer details — without manual routing.
New Conversation Started
Previously: Chatflows — New Conversation trigger
Activates when a new conversation begins, before any specific intent is identified.
Available actions: Chat message, conditional logic, AI Assistant handoff, escalation.
Use this for: First-touch automations, routing non-subscribers to AI, showing an initial message to specific audience segments.
Customer Activity on Page
Previously: Chatflows — Page Activity trigger
Activates when a customer performs a specific action on your website — visiting a page, clicking a button, or spending a set amount of time somewhere.
Available actions: Chat message, conditional logic, contact data actions.
Note: Email actions are not available with this trigger. Activity-based flows are real-time and conversational by nature — email sends should use Audience Matched instead.
Use this for: Proactively offering help on a pricing page, triggering a message when someone lingers on the upgrade page, engaging visitors at the right moment.
Customer Unresponsive
Previously: Chatflows — Unresponsive trigger
Activates when a customer goes inactive during an open conversation.
Available actions: Chat message, conditional logic.
Use this for: Re-engagement follow-ups, friendly reminders, offering an alternative contact option after a period of silence.
Conversation Closed
Previously: Chatflows — Closed trigger
Activates when a conversation is marked as closed.
Available actions: REST API request, contact data actions, conditional logic.
Use this for: Sending conversation data to your CRM, triggering a post-support survey, logging resolution details externally.
What's New: The Flows Editor
The new Flows editor isn't just a merge — it comes with a completely redesigned experience.
Statistics & Overview Dashboard
Every flow now has a dedicated overview page showing performance stats at both the flow level and the individual action level. You can see exactly which steps are working and where contacts drop off.
⚠️ Current limitation: Statistics are currently available for flows using the Audience Matched trigger (email and outbound flows). Stats for chat-based flows — New Conversation, AI Recognized Intent, Page Activity, Unresponsive, and Conversation Closed — are coming soon. We'll notify you when they're live.
Grid and Table View
The Flows list now supports both a grid view and a table view. Switch between them depending on how you prefer to browse and manage your flows.
Folder Organisation with Drag & Drop
You can now organise flows into folders and drag and drop flows between them directly from the list view — no need to open each flow individually.
AI Flow Builder
You can now build flows using a natural language prompt. Describe what you want to automate, and the AI builder generates the flow structure for you.
For email-based flows, the AI builder goes further — it pulls in your existing email templates and previously sent campaigns to create or suggest email content based on your prompt.
Smarter Canvas Controls
Inside the flow editor itself:
Search within a flow — find any action or element quickly without scrolling
Re-arrange actions freely — reorganise your flow structure without rebuilding it
Detach and re-link actions — disconnect actions from their current position and reconnect them wherever you need
Duplicate actions — copy any action in the flow and reuse it without rebuilding it from scratch
Plan Changes: Unlimited Flows for Everyone
Previously, the number of chat flows you could create was limited depending on your plan.
That limit is now gone.
Every Customerly plan — including entry-level plans — now supports unlimited flows. Whether you're building one automation or one hundred, there are no caps.
Frequently Asked Questions
Do I need to rebuild anything? No. All your existing Workflows and Chatflows have been automatically migrated to Flows. Everything is intact.
Where do I find Flows? In the left sidebar, under Flows. The old Workflows and Chatflows menu items now redirect here.
Can I mix email and chat in the same flow? It depends on the triggering event. Audience Matched flows support both email and chat actions. Chat-only triggers (like New Conversation or Page Activity) don't support email sends — that separation is intentional to keep flows contextually appropriate.
When will stats be available for chat flows? We're actively working on it. Stats for chat and conversation-based flows will be added in a future update. You'll be notified when it ships.
Can I use WhatsApp in any flow? WhatsApp message actions are available in Audience Matched flows where you're targeting contacts in your list with template-based messages.