Your Workflows always run in sequential order, from top to bottom. From time to time you may need to reorder them to update your customer experience. You can easily reorder your Workflows by dragging to move them.

The main thing to keep in mind when reordering a Workflow is whether it’s a customer facing or background Workflow, as this has an impact on the way it behaves.

If a Workflow contains something a customer can read or interact with i.e.

If your Workflow contains any of this it means it’s customer facing.

Customers only experience the first customer facing Workflow they match.

A background (or internal) Workflow usually only contains actions which customers can’t see or interact with. You’ll note a small icon always appears beside background Workflows to help you identify them.

Customers can match multiple background Workflows in order of priority.

The main takeaway here is that when you have competing actions like this, they all apply, but it's the bottom Workflow that applies, because its last in the order.

For both background and customer-facing Workflows, it's important to understand who the Workflow applies to:

For example, if there are multiple customers in the conversation (customer 1, then customer 2, then customer 3, etc.), any person actions, conditions, and matching criteria in the Workflow will always apply to customer 1, until they are removed from the conversation. If customer 1 is removed, the Workflow will then apply to customer 2, and so on.

You can use the Inbox Events toggle to expose every Workflow that applies to a conversation. This is very useful for figuring out what Workflows are applying where.

To make this even easier, we recommend always naming your Workflows clearly, so they can be easily understood by your team.