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Help Center›Admin Setup (For Admins)›Chatbots & workflows›How to configure a chatbot/workflow
Table of contents
  • Overview
  • How to create a chatbot
  • How to create a workflow
  • How to build the flow on the canvas
  • How to connect blocks
  • How to delete a connection
  • How to edit block settings
  • How to duplicate a block
  • How to delete a block
  • Example: Help desk chatbot
  • How to publish a chatbot or workflow
  • How to edit a chatbot or workflow
  • How to duplicate a chatbot or workflow
  • How to delete a chatbot or workflow
  • FAQs & Troubleshooting
  • Can I change the key later?
  • Can I insert a workflow inside another workflow?
  • Why didn't my connection stick?
  • I clicked "Publish" and a block turned red.
  • The chatbot still behaves the old way after I edited it.
  • Can I pause a chatbot or workflow?
  • Can I restore a deleted chatbot or roll back to a previous version?

    • How to configure a chatbot/workflow

    Last updated October 12, 2026

    Who can use this feature?
    Admins and Agents. Viewers can only view chatbots.

    Overview

    Build a chatbot or workflow in three stages: complete the setup, add and connect blocks on the canvas, then publish it. This guide also covers how to edit, duplicate and delete chatbots and workflows.

    Chatbots and workflows are built the same way. Only the setup differs: a chatbot has trigger, audience and display settings, while a workflow only needs a name and a key.

    Related articles:
    •  Chatbots overview: The difference between chatbots and workflows.
    •  Learn about blocks in chatbots/workflows: What each block type does.

    How to create a chatbot

    1. Go to  "Chatbots" , click "Add" and select "Chatbot".
    2. In "Chatbot setup", enter a "Chatbot name". Customers don't see it.
    3. Optionally, change the "Chatbot key". You need it to start the chatbot through the SDK. Atlas generates it from the name.
    4. In "Start Conversation", choose when the chatbot starts:
    • "Immediately": When the customer opens the chat widget.
    • "When user starts a chat": When the customer starts a conversation.
    • "When user clicks an element": When the customer clicks an element on the page. Enter its "Element Selector".
    • "Via SDK": When your code starts it through the SDK.
    1. In "Unfinished Conversation", choose what happens after a period of inactivity:
    • "Never auto terminate": The ticket stays open until an agent handles it.
    • "Terminate after inactive period": Enter the number of hours before the ticket closes automatically.
    • "Terminate after inactive period then take actions": Enter the number of hours and the actions to apply when the ticket closes.
    1. In "Show to users who are", choose the audience:
    • "Everyone": Visitors and customers.
    • "Visitors": Only visitors not identified as customers.
    • "Customers": Only identified customers. You can limit it to a customer group or segment.
    1. Optionally, turn on "Restrict to certain pages" to show the chatbot only on specific URLs.
    2. In "Users see this chatbot", choose how often it appears: "First Time", "First N Times" or "Always".
    3. Click "Get Started". The canvas opens. Continue with "How to build the flow on the canvas".
    Important:
    The key can't be changed after you save the setup.

    How to create a workflow

    1. Go to  "Chatbots" , click "Add" and select "Workflow".
    2. In "Workflow setup", enter a "Workflow name". Customers don't see it.
    3. Optionally, change the "Workflow key". Atlas generates it from the name.
    4. Click "Get started". The canvas opens. Continue with "How to build the flow on the canvas".
    Important:
    The key can't be changed after you save the setup.

    How to build the flow on the canvas

    1. Drag blocks onto the canvas and configure their settings.
    2. Connect the start block to your first block, then connect the branches of each block to the next one.
    3. Check that every branch is connected. End blocks are marked with an "End" tag.
    Important:
    •  Start lean. Launch with the core flow, plan when the chatbot hands off to your team, and improve it based on real conversations. See Chatbots overview for more best practices.
    •  Your work is saved automatically as a "Draft". The time of the last auto-save appears at the top left of the canvas.

    How to connect blocks

    1. Find the connection dot on the right side of the block output you want to route.
    2. Click and hold the dot, drag the line to the target block and release it over the body of the target block.
    Important:
    Drop the line anywhere on the target block's body, not on its connection dot. Releasing it on the dot doesn't create a connection.

    How to delete a connection

    1. Click the connection line you want to remove.
    2. Press "Delete" or "Backspace".

    How to edit block settings

    1. Click the ellipsis icon on the block and select "Edit Settings".
    2. Change the "Name", "Key" or "Description" and click "Save".

    How to duplicate a block

    1. Click the ellipsis icon on the block and select "Duplicate". A copy with the same setup appears below the original.

    How to delete a block

    1. Click the ellipsis icon on the block and select "Delete". Alternatively, click the block and press "Delete" or "Backspace".
    2. Click "Yes, delete" to confirm.
    Warning:
    The block, its configuration and its connections are deleted and can't be restored.

    Example: Help desk chatbot

    This chatbot handles password resets on its own, creates a ticket for new problems and hands off to your team when the customer asks for a person.

    1. Start block: The chatbot starts when the customer opens the chat.
    2. "Give choices": "Hi! How can I help you today?" with three options: "Password reset", "Create support ticket" and "Talk to a person".
    3. Password reset path:
    • "Send message": "To reset your password, go to the reset page and follow the steps."
    • "Add delay": Wait a few seconds so the customer can try the steps.
    • "Give choices": "Did that solve your issue?" with "Yes" and "No". "Yes" goes to a closing "Send message" ("Great! Have a nice day."). "No" goes to the ticket path.
    1. Create support ticket path:
    • "Create form": Ask for a short description of the issue and the customer's email.
    • "Create ticket": Create the ticket with the form answers. Use "Response to Customer" to confirm it was created.
    1. Talk to a person path:
    • "By business hours": During business hours, continue to "Create ticket" so your team picks it up. Outside business hours, use "Send message" to say when the team is back.
    Important:
    Connect every option to a block. An option with no connection ends the conversation there.

    How to publish a chatbot or workflow

    1. Click "Publish" at the top right of the canvas. Alternatively, go to  "Chatbots" , click the ellipsis icon on the chatbot or workflow and select "Publish".
    2. The chatbot or workflow is now "Live" and your changes appear in the chat widget immediately.
    Important:
    If a block or connection is not set up correctly, an error message appears and the block is highlighted in red. Fix it and publish again.

    How to edit a chatbot or workflow

    1. Go to  "Chatbots" .
    2. Click the row, or click the ellipsis icon and select "Edit".
    3. Make your changes and click "Publish" to make them live.
    Warning:
    When a live chatbot or workflow has changes that aren't published yet, it shows the "Unpublished changes" label. The previous configuration can't be restored after you publish.

    How to duplicate a chatbot or workflow

    1. Go to  "Chatbots"  and click the ellipsis icon on the chatbot or workflow. You can also click the ellipsis icon at the top right of the canvas.
    2. Select "Duplicate".
    3. Complete the setup.

    How to delete a chatbot or workflow

    1. Go to  "Chatbots"  and click the ellipsis icon on the chatbot or workflow. You can also click the ellipsis icon at the top right of the canvas.
    2. Select "Delete" and click "OK" to confirm.
    Warning:
    Deleted chatbots and workflows can't be restored.

    FAQs & Troubleshooting

    Can I change the key later?

    No. The key is generated from the name and can't be changed after you save the setup. If you use it in the SDK, set it before saving.

    Can I insert a workflow inside another workflow?

    Yes. You can call a workflow from a chatbot or from another workflow with the "Call Workflow" block. It runs as soon as the conversation reaches that block.

    Why didn't my connection stick?

    You probably released the line on the target block's connection dot. Drag it again and release it over the body of the target block.

    I clicked "Publish" and a block turned red.

    The block has a missing required setting or an unconnected branch. Open the block, complete its settings and connect every branch, then publish again.

    The chatbot still behaves the old way after I edited it.

    Your edits are saved as a draft. Click "Publish" to make them live.

    Can I pause a chatbot or workflow?

    No. There is no option to deactivate a live chatbot or workflow. Delete it if you no longer need it.

    Can I restore a deleted chatbot or roll back to a previous version?

    No. Deletion is permanent, and publishing changes overwrites the previous configuration.

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