Workflows
Troubleshooting workflows
Fix common routing and handoff problems in workflow routing.
I can’t enable workflow routing
Workflow routing is guarded. Check:
- a Default workflow is selected
- the default workflow is enabled
See:
Conversations aren’t appearing in Shared Inbox
Most projects rely on workflows to create the boundary into Shared Inbox.
Check:
- the default workflow contains an Inbox handoff step
- workflow routing is enabled (so inbound traffic is actually entering the default workflow)
See:
The bot is still sending messages after handoff
Handoff should be a clean boundary.
Recommended fixes:
- route uncertain cases to Inbox handoff earlier
- avoid continuing automation after the conversation becomes a human-owned queue item
See:
Off-hours behavior is confusing
Remember there are two controls:
- Bot hours gate: whether automation runs at all outside hours
- Post-handoff hours messaging: expectations after Inbox handoff
See: