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How to Start, Stop, or Restart a Workflow

Activate, deactivate, or restart your workflow from the dashboard

You control whether a workflow is active from Dashboard → Workflows. Only ACTIVE workflows process customer messages.

How to start a workflow

  1. Go to Dashboard → Workflows
  2. Find your workflow
  3. Click Start

The status changes to ACTIVE and the AI begins responding to new messages.

How to stop a workflow

  1. Go to Dashboard → Workflows
  2. Find your workflow
  3. Click Stop

The status changes to INACTIVE. Existing conversations in the Help Desk inbox are not affected, but new messages won't receive an AI response.

How to restart a workflow

Use Restart when a workflow is in an ERROR state or behaving unexpectedly after a configuration change.

  1. Go to Dashboard → Workflows
  2. Find your workflow
  3. Click Restart

This stops and restarts the workflow in one step. The status briefly shows PENDING before returning to ACTIVE.

Tip: After making significant changes to a system message, integration configuration, or knowledge base link, restart the workflow to ensure the AI picks up the latest settings.

What's next

  • How to View Workflow Logs — check execution history if something goes wrong
  • How to Configure Response Timing — set escalation timers for your team

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