Channel agents and automatic workflows
Updated 2026-10-12
In CustomIQ channel agents attend a segment over WhatsApp or email and workflows chain automatic steps. Create an agent from Segments with "Create agent" and manage it in Agents; for a workflow type "I want to create an automated workflow." in the IQ chat, choose the segment, describe the funnel and confirm. It is charged when activated.
Video tutorial
What are agents and workflows in CustomIQ?
A channel agent attends a segment over WhatsApp or email with your brand's voice. A workflow is an automatic multi-step funnel that can include agents, content and notifications. Both are listed in Agents.
How do I create a workflow in the chat?
Type "I want to create an automated workflow." in the IQ chat. The guided process asks which segment, asks you to describe the funnel and shows a preview to confirm. It is charged when activated.
What do I do from the dashboard?
For a channel agent open Segments, enter the segment and use "Create agent" choosing WhatsApp or email. Created agents are managed in Agents.
What do I need first?
A defined segment and, for WhatsApp, an active WhatsApp connection in Connections.
What does it cost?
The workflow is charged when activated; the IQ chat shows the cost before you confirm. Creating an agent from the segment follows the platform's usual cost rules.
Steps
- Open the segment. Go to Segments and open the segment you want the agent to attend.
- Press "Create agent". Choose WhatsApp or email; the agent is generated for that segment and appears in Agents.
- Ask for a workflow in the chat. Type "I want to create an automated workflow." in the IQ chat.
- Choose the segment and describe the funnel. The IQ chat asks which segment and asks you to describe the funnel step by step.
- Confirm. Review the workflow preview and confirm; the cost is charged when it is activated.
Frequently asked questions
- What is the difference between an agent and a workflow?
- The agent talks with a segment over one channel (WhatsApp or email); the workflow chains automatic steps that can include agents.
- Where do I edit an agent I already created?
- In Agents, by opening the agent from the list.
- When is a workflow charged?
- When it is activated, after confirming the preview in the IQ chat.
Related
- Create an automatic workflow (email and WhatsApp funnel)Create an email and WhatsApp workflow for a segment with the IQ chat, see it in Agents and what it costs.
- Segments (audiences)What a segment is in CustomIQ, how it is created from the assistant or from Segments and what campaigns use it for.
- Inbox and commentsHow to answer messages and comments from your social channels in the CustomIQ Inbox and configure AI assistance.