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A workflow only runs in the channels you tell it to. This lets you, say, send appointment reminders to LINE and WhatsApp customers but leave Instagram out. By the end of this guide, you’ll have a workflow scoped exactly where you want it.

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Before you begin

  • The workflow you want to scope should already be open. See Enabling and configuring a workflow.
  • You’ll need permission to manage your AI agent (Admin or Manager).
  • Have your connected channels in mind — a workflow can run in one, several, or all of them.
Different channels have different messaging rules and different audiences. Scoping keeps a workflow focused on the conversations where it belongs, and prevents it from acting where you don’t want it to.
1

Open the Apply to tab

  • On the workflow’s page, click the Apply to tab.
  • You’ll see your compatible channels (inboxes), each with a checkbox. A workflow only lists the channels its template was designed for — any connected channels it doesn’t support are grouped separately as “not compatible” and can’t be selected.
2

Select the channels

  • Tick each channel the workflow should run in.
  • Untick any you want to exclude. Conversations on unselected channels are left untouched.
  • Use Select all to tick every compatible channel, or Deselect all to start over.
When you’re trying a workflow for the first time, scope it to a single channel. You’ll see how it behaves before rolling it out everywhere.
3

Save

  • Click Save & enable to apply your scope and turn the workflow On. At least one compatible channel must be selected to enable it.
  • Or click Save draft if you’re still setting things up.
Your workflow now runs only in the channels you chose.

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Good to know

  • Scope is per workflow. Each workflow has its own channel selection, so a reminder and a follow-up can target different channels.
  • Channel rules still apply. Even within a scoped channel, a message only sends if that platform allows it at that moment. If not, the run is recorded as Policy blocked — see Monitoring workflow runs and analytics.
Adding a new channel later? It won’t be included in existing workflows automatically. Reopen each workflow’s Apply to tab and tick it (as long as the workflow’s template supports that channel).

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Troubleshooting

  • A channel isn’t listed. It may not be connected yet, or the workflow’s template doesn’t support it (incompatible channels appear under “not compatible” and can’t be selected). Connect a supported channel first, then return to Apply to.
  • The workflow ran where it shouldn’t. Check the Apply to tab and untick that channel, then save.
  • The workflow isn’t running anywhere. Make sure at least one channel is selected and the On / Off toggle is set to On.