How workflows decide what happens to calls and messages
A workflow decides what happens to each call and message that comes into Line. Nothing else routes a call or a message. Your agent, your hours and your team all act through workflow steps.
The parts of a workflow
A workflow has one trigger and a set of steps.
| Trigger | Starts when |
|---|---|
| Call received | A call comes in to a number that the trigger lists. |
| Message received | An SMS, WhatsApp, Web Chat or email message comes in. |
| Web Chat abandoned | A visitor leaves a Web Chat before the question is answered. |
| Agent ended a conversation | An agent ends a conversation. The workflow gets the summary and the outcome. |
Steps check a condition, such as a Time Rule, or do an action, such as Ring Members/Groups or Agent.
Calls run one workflow
Each number has exactly one live call workflow.
- If an enabled, published custom call workflow lists the number, that workflow answers.
- If none lists the number, the number's default call workflow answers. It rings your team, sends a missed-call SMS, then takes a voicemail.
- If two enabled call workflows list the same number, the one changed last answers.
If the live workflow fails, the default call workflow runs. If that also fails, the call goes to voicemail.
Messages run every matching workflow
- Line saves the message in the Inbox first.
- Line runs every enabled message workflow whose trigger matches the message, oldest first.
- The first workflow that reaches a reply sends the reply. Later workflows do not send a second reply, but their other steps, such as an email, still run.
- If no custom workflow sends a reply, the default message workflow for that number, widget or inbox runs last.
Every number, widget and inbox starts with a default message workflow. It has only a trigger, so messages wait in the Inbox for a person. To make your agent reply, add an Agent step.
Hours and availability
Business hours change what happens only through a Time Rule step. Team availability changes what happens only through a Team Availability step. Ring Members/Groups rings only people whose status is Available.
See which workflow handles a channel
- Open Channels.
- Select a channel type, then select a number, inbox or widget.
- Find Handled by. It lists the workflows in the order that they run.
Who can change workflows
Every member can view workflows and their runs. Only an Owner or an Admin can create, edit, publish, enable, disable or delete a workflow. You build workflows on the web app only. The mobile app does not edit workflows.
Plan limits
| Plan | Custom workflows |
|---|---|
| Starter | 3 |
| Pro | 10 |
| Business | No limit |
Default workflows do not count towards the limit.