How To Create A Workflow

Written by : Indrashish Singha

Updated on : October 2nd 2025

Omni24 makes it super easy to create workflows that handle routine tasks perfectly every time. Set up triggers that watch for specific events, add conditions, and choose actions that happen automatically. 

The best part? You can combine more than one condition to create sophisticated automations that work exactly how you need.

Use Cases

• Smart Chat Routing – Send customer chats to the right agent based trigger condition

• Ticket Organization – Automatically sort and prioritize support tickets based on priority 

Step 1: Getting Started

• Head to Workflow from your main dashboard, and you will find it right in the menu

• Click on Create for the Workflow section

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Step 2: Name Your Workflow

• A Pop-up will appear asking for your workflow details

• Specify a name and description for your team to easily recognize

• Click on Create and you're on your way to automation success​

Step 3: Set When Automation Should Happen

• Now you'll see the Trigger page. This is where you set your workflow exactly when to spring into action

Here's what you'll choose:

• Select Trigger – Choose the exact moment when automation happens, like "incoming conversation" or "survey response"

• Trigger Condition – Get specific about when the automation should run. 

(like for incoming conversation trigger, if the condition is set to “repeated customer,” then the workflow will activate)

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Click Next when you're happy with your setup.

Important:

There are four different types of events for which you can create workflow automation in Omni24:​

• New Incoming Conversation is Created - Customer starts a fresh chat with your support team

• New Contact is Created - New customer joins

• New Survey Response is Received - Customer completes the feedback form 

• New Review is Fetched - Fresh customer review appears

  
  

The trigger condition will all be dependent of the trigger event you select

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Step 4: Choose What Happens Next 

Now you're at the Actions page, where you decide what action your workflow will take:

• Actions – Pick the specific task you want to happen automatically based on an event. This could be assigning agents, adding notes

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Note: this action depends on the trigger condition you select. For example, if you select trigger as “New survey response received,” then the action you automate is add tag or add note

Hit Submit and then Publish, congratulations! Your workflow is now live.

What's next? Learn how to automatically rules and keep customers satisfied change priority of a conversation using workflow