Workflow Use Cases

Workflows automate customer interactions by combining triggers (the events that start them) and actions. Here are some of the most common use cases, organized by industry and goal. You can copy any of these setups as-is, or rearrange them to fit your own situation.

If you want to consult the agent, switch to Auto mode and describe your goal, such as "I want to automatically thank people who add my account as a friend" or "I want to hand out coupons to people who visit my store." The agent then proposes a workflow setup. Review the proposal, and if it looks good, choose "Approve." If you prefer to build it yourself, use the setup in each use case as a reference.

Automatically Sending a Welcome Message

Delivering a thank-you and some guidance right after someone adds you as a friend creates a strong first impression and encourages continued use.

Setup

Tips

• If your first message shows the next action you want people to take (such as how to use the menu), they are more likely to keep engaging.
• If you run a separate workflow for friend additions made via a QR Code, use "Exclude QR Code additions" in the trigger settings to prevent duplicate messages.

Handling FAQs with Keyword Responses

Reacting to keywords in common questions and automatically returning prepared answers reduces the effort of handling inquiries.

Setup

Tips

• Preparing a separate workflow for each type of question, such as "pricing," "business hours," and "directions," broadens the range of inquiries you can handle.
• The keyword match conditions for the message-received trigger are "Matches," "Contains," "Starts with," and "Ends with." Choosing "Contains" lets you respond to a wide range of phrasings, such as "What's the pricing?" or "Tell me the pricing."

Classifying Customers with an Initial Survey

Running a survey when someone adds you as a friend and applying their answers as tags lets you tailor later broadcasts to each person.

Setup

Tips

• Setting the question node's "Answer format" to "Choices" and the answer button type to "Buttons" or "Quick Reply" lets users answer with just a tap.
• Setting the question node's save destination to "Save to tag" turns the answer directly into a Friend Tag. The tag applied here is a friend's tag, which is different from a Segment (used to narrow down broadcast recipients).

Personalized Broadcasts Using Conditional Branching

Sending different messages based on a friend's attributes lets a single workflow deliver the most relevant content to multiple audiences.

Setup

Tips

• The "Condition type" for a conditional branch includes "Tag condition" (judges by Friend Tag), "Segment condition" (judges by broadcast targeting conditions), and "Property condition" (judges by an external service's property), among others.
• Tags and Segments are different concepts. A tag is a label applied to one friend at a time, while a Segment is a mechanism that groups and narrows down friends by conditions. Use each one according to your judgment goal.

Campaign Broadcasts Using QR Codes

Automatically delivering campaign information to people who scan a QR Code at a store or event venue creates touchpoints triggered by their visit.

Setup

Tips

• Since you can configure a separate workflow for each QR Code, you can vary the content by store, event, or product.
• The set HubSpot property action is available when integration with HubSpot is complete. Reflecting visit information in HubSpot makes it easier to use in follow-up campaigns.

Automated Responses with the Customer Agent

Use the Customer Agent to respond to user questions automatically around the clock. When the agent cannot fully handle a question, it hands off to an operator.

Setup

Tips

• You can set the "Knowledge Base" that the Customer Agent node references. Registering FAQs and service information improves answer accuracy.
• When a user taps the end button, the flow proceeds to the True branch; when they tap the human-handoff button, it proceeds to the False branch. Connecting a send-message action or a notification to a representative on the False branch makes the handoff to an operator smooth.

Staged Follow-Up Broadcasts

Sending messages in stages, spaced out over time after a friend addition, helps drive continued use and encourage purchases (nurturing).

Setup

Tips

• A delay action can be set to a maximum of 7 days. If you want a longer interval, chain multiple delay actions together.
• You can choose what happens when the same friend re-enters this flow while waiting, using the delay node's "If the same friend is waiting." We generally recommend "Do not add." Choose "Add multiple times" only when you want to notify on every event.

A Lottery Campaign Using a Random Condition

Use the "Random" option in a conditional branch to run a lottery where friends randomly win prizes. It works well as an engagement campaign during store or event visits.

Setup

How Random Condition Ratios Work

A random condition splits into two paths, True and False, per node. To make a lottery with three or more options, chain conditional branches in sequence. The ratio for each node is set as "the proportion of the remaining friends who reach that node."

To make three options equal (about 33% each), configure as follows.

Changing the Win Probabilities

You can also change the win probabilities according to the grade of the prize. To make the Grand Prize 10%, Prize A 30%, and Prize B 60%, configure as follows.

Tips

• To add more types of prizes, chain additional conditional branch nodes. For six equal options, set the ratio proceeding to True in the order 17% → 20% → 25% → 33% → 50% to distribute about one-sixth to each.
• Checking the behavior with a test user before going live gives you peace of mind.
• You can use this for campaigns that boost engagement while keeping participants entertained, such as store events, exhibitions, and social media campaigns.