Automate the busywork, visually
Draw the path every conversation takes on one canvas. Greet, ask, let Blaze answer, branch on office hours or any attribute, and route the rest to the right team with the right SLA.
Triggers
Start from the right moment
Run a workflow when a conversation starts, on every message, when someone goes quiet, when a ticket changes, or whenever another workflow passes it along.
- Customer, teammate, conversation, ticket and contact triggers.
- Filter by channel and audience, so the Messenger and email can behave differently.
- Reusable workflows you can run from other workflows or straight from the inbox.
Customer-facing steps
Ask the right question first
Bots greet customers, offer reply buttons, collect details and pass to Blaze or your team. Everything they collect lands on the contact, ready for the teammate who picks it up.
- Messages with placeholders, reply buttons and data collection that skips what you already know.
- Ticket forms, CSAT requests and “Let Blaze answer”, with branches for resolved or handed off.
- Disable the composer while a bot is asking, so answers come back structured.
Lumen Labs
The team typically replies in a few minutes
Saved to the contact’s email · routed to Billing
Actions and integrations
Do the work behind the scenes
Assign, tag, prioritize, apply an SLA, add a note, snooze or close, without anyone touching the conversation. When you need your own data, call your API and branch on the result.
- Condition branches on any attribute, channel, office hours or Blaze’s outcome.
- HTTP requests with headers, a body and values saved from the response.
- Waits and delays, so follow-ups happen at the right time.
Look up the order
Test passed · 200Authorization: Bearer ••••••••
Accept: application/json
Save from the response
- orders[0].status → Order status
- orders[0].total → Order total
Runs and versions
See every run, step by step
Every run is logged with the path it took, what it saved and why it stopped. Stats show completion and drop-off per step, so you know where customers get stuck.
- Test HTTP requests against your API before you publish.
- Edit in a draft while the live version keeps running, then publish your changes.
- Restore any earlier version from the history.
-
Maya Chen 2m ago
Completed -
Daniel Okafor 9m ago
Waiting for reply -
Priya Raman 14m ago
Completed -
Lucas Moreau 31m ago
Stopped by teammate
Completed in 1m 38s Version 2
- Trigger: customer sent their first message 10:42:03
- Condition: inside office hours → Open 10:42:03
- Let Blaze answer · 2 sources cited 10:42:05
- Blaze outcome: resolved (confirmed) 10:43:40
- Asked for CSAT · rated Amazing 10:43:41
Basics
The everyday automations, as switches
Some things every team needs. Turn them on in settings, no workflow required.
- Close idle conversations after the time you choose.
- Ask for a rating whenever a conversation is closed.
- Set a default team and keep assignments moving when someone is away.
- Auto-close idle conversations Close after 3 days without a customer reply
- Ask for a rating when closing CSAT in the Messenger and by email
- Default team for new conversations Support
- Assign to the teammate who replies Unassigned conversations go to whoever answers first
- Reassign when a teammate is away Back to the team inbox
Templates
Start from a proven path
Start from a template, then make it yours. Teams, tags and SLAs are filled in by name.
- 01
Greet and let Blaze answer
Say hello, let Blaze try first, then hand off to the right team.
- 02
Route billing questions to Billing
Ask what the question is about and send billing to the right people.
- 03
Collect an email before handoff
Make sure the team can follow up when an anonymous visitor leaves.
- 04
Auto-close after 3 days idle
Nudge quiet customers, then close the conversation politely.
- 05
Escalate VIP customers
Prioritize, tag and assign conversations from your biggest accounts.
Steps and actions
Everything you can put on the canvas
Send a message
Rich text with placeholders for name, plan or any attribute.
Reply buttons
Let customers choose, and give every option its own branch.
Collect data
Email, text, numbers or choices, saved to attributes.
Let Blaze answer
Branch on resolved or handed off.
Conditions
Attributes, channel, office hours, with an else branch.
Assign
To a teammate, a team inbox or by the team’s method.
Tag and attributes
Keep reports and views accurate automatically.
Priority
Flag conversations that need attention first.
Apply an SLA
Start the clock with the policy that fits.
Internal note
Leave context for the team, with @mentions.
Wait, snooze or close
Time follow-ups and tidy up automatically.
Tickets
Convert to a ticket or send a ticket form.
HTTP request
Call your API and branch on success or failure.
Reusable workflows
Pass the conversation to another workflow.
CSAT
Ask for a rating at the right moment.
Version history
Every published version, restorable.
Are Workflows included on the Free plan?
Yes. The Free plan includes one live workflow, plus the Basics automations. Every paid plan includes unlimited live workflows.
Compare plansWhat happens if two workflows match the same conversation?
Workflows run in the priority order you set. One customer-facing bot runs per conversation, alongside every matching background workflow, so customers never get two bots at once.
Can a workflow call our own systems?
Yes. The HTTP request step calls your API with placeholders from the conversation or contact, saves values from the response to attributes, and branches on success or failure.
Can we edit a live workflow safely?
Yes. Changes go into a draft while the live version keeps running. Publish when you’re ready, and restore any earlier version from the history.
One platform
Better together
Every product shares one customer record, one inbox and one bill. Nothing is an add-on.
Put your support on autopilot
Install the Messenger, connect your help content and let Blaze take the first reply. Free to start, no card needed.