The Workflows section helps you automate repetitive, manual tasks by connecting your apps and tools — no coding required. Instead of spending time on routine work, you can set up workflows that handle it for you automatically.
To create a new workflow:
Navigate to Workflows under the Automations section.
Choose how you want to create your new workflow:
From scratch: Click the + New workflow button.
From a template: Use one of the available templates.
Creating a workflow from scratch
If you decide to build your workflow from scratch, click the + New workflow button in the upper-right corner. You'll be automatically taken to the workflow builder.
Key components
Add trigger — a trigger is an event that starts your workflow.
Add action — an action is a task the workflow performs after it is triggered.
Every workflow must have a trigger and at least one action, but you can add multiple actions if needed.
Triggers and actions can be configured for Text-powered products, as well as 3rd party software. Some products can be selected as both triggers and actions, while some are available only for individual blocks.
Example workflow: Follow-up for negatively rated chats
Create a workflow that follows up with customers by sending the chat transcript and a personalized message (for example, a request for additional feedback) via a ticket whenever a chat receives a negative rating.
The workflow creates tickets for your support team, enabling them to review customer feedback, address concerns, and resolve issues more efficiently. This timely outreach helps you turn negative experiences into recovery opportunities, re-engage customers, and reduce churn.
You can further optimize the experience by specifying the time delay between the rating and the delivery of the follow-up message to the customer.
1. Set the trigger
Since the follow-up message should be sent only when a chat receives a bad rating, set the trigger as follows:
Select Chats → Chat rated
Configure this action:
Select Bad rating from the list.
2. Add the first action: Wait
Select Built-in actions → Wait
Configure this action:
Specify the time delay between the rating and the delivery of the follow-up message to the customer.
Duration must be in the format XhYmZs, for example, 1h, 10m, 30s, 1h2m3s.
3. Add the second action: Get chat transcript
Select Chats → Get chat transcript
4. Add the third action: Get chat details
Select Chats → Get chat details
5. Add the fourth action: Create a ticket
Select Tickets → Create a ticket
Fill in the required fields:
Subject: Specify the ticket subject.
Message: Click {...} in the upper-right corner of the message field → Chat transcript → Chat transcript parameter. You can also add a custom message here to request additional feedback from the customer.
Requester email: Click {...} on the right-hand side→ Get chat details → Visitor → Visitor email parameter.
Requester name: Click {...} on the right-hand side → Get chat details → Visitor → Visitor name parameter.
Optionally, you can also configure additional fields such as Status, Priority, Tags, or Followers, though these are not required for the workflow to function properly.
6. Publish and test
Once everything is set up:
Go live with your workflow by clicking the Publish button.
Test it by starting a chat on your website and verifying that the transcript is automatically sent via ticket.
Creating a workflow from a template
You can also speed up this process and create workflows using pre-built templates:
Go to Automations → Workflows and click Browse templates.
Select one of the available templates.
The trigger and action blocks will already be pre-configured with default data. You can further customize them to suit your specific needs.
Runs
The Runs section allows you to view the logs of your workflows and check which ones were successful and which ones failed. By clicking on a specific record, you can see the exact step where the workflow failed and identify any incorrect configuration. This makes it easier to debug and adjust your workflow setup.
You can filter Runs by Status:
All — shows every run.
Completed — runs that were successful.
Failed — runs that encountered an issue with either the trigger or one of the actions.
In Progress — runs that have not yet been completed.
Additionally, you can filter Runs by Time:
All time, Last 7 days, or Last 30 days.
Questions?
If you have any questions about this article, feel free to start a chat with one of our Support Heroes. They are available 24/7 and always ready to provide additional information on adjusting your Text App license.