Overview

Workflows can run fully automated conversations without any manual replies from customers.
This is ideal for triaging or routing users automatically while keeping your inbox organized.

You can choose between:

• Button-only Workflows: Customers only interact through reply buttons

• Mixed Workflows: Customers can reply freely when needed

By disabling the ‘Let customer type’ and avoiding ‘Collect customer reply’ steps, you can ensure the entire interaction stays bot-managed.

How to set it up

1. Use only Reply Buttons

One way to achieve this is to leave out the "Collect Customer Reply" block from pathways and use "Reply Buttons" only.

These let customers choose from predefined options to move through the conversation - perfect for triaging or routing without needing detailed input.

Each path can then end with actions like Assign conversation, Tag, or Set conversation data attributes.

2. Turn off ‘Let customer type’

If you’re using the “When customer opens a new conversation in the Messenger” trigger, the first message block includes a “Let customer type” option.

Disable this to prevent customers from typing freely. They’ll be required to select one of the Reply buttons to move forward.

3. Allow replies when necessary

If you want to collect extra context at a certain point, add a “Collect Customer Reply” step.

This creates a short pause where customers can type freely before the Workflow continues.
It’s useful when gathering specific details like screenshots or problem descriptions.

4. Use ‘Disable customer reply’ block

You can also add the “Disable customer reply” block at any point in the Workflow to stop customers from typing further. This also auto-completes the bot flow for them, so use it when you want to close their conversation.