1. Disclaimer

Flowable may change, amend or delete information contained in its documents at any time and without formal arrangement. Documents and other informational items concerning a release of Flowable Engage that has not yet been officially released by Flowable are non-binding and may be incomplete or contain errors. Flowable strives to provide complete and exact information in its documents. If permitted by applicable law, Flowable takes no responsibility for the accuracy of the issued informational items and documentation and does not provide any warranty for their content. Flowable assumes no liability for any direct, indirect or incidental damages incurred by the use of its documents and informational items. Documents or informational items do not change or amend the contractual terms and conditions regarding Flowable Engage. For improved readability, the documentation uses male pronouns for all persons. It does, however, address both male and female readers to the same extent.

2. General Information

2.1. What is Flowable Engage

This user guide explains the concepts and features of Flowable Engage. Flowable Engage is a powerful communication and collaboration solution, that helps you to engage with customers, citizens or colleagues, backed by Case and Process Management.

Flowable Engage is not only a chat solution to support and augment client conversations but it is built on the trusted and highly scalable Flowable Platform, which provides the engines for driving chatbot models defined with the open standards BPMN, CMMN and DMN.

Flowable Engage Concept

Flowable Engage supports individual and group-oriented cooperation backed by systems and services like:

  • Real-time messaging platform with state of the art chat functionality

  • Multimedia conversation features and integrated document management

  • Fine-grained role and access security setup for sophisticated enterprise setups

  • Compliance through auditability of all conversation data paired with extensive search and analysis capabilities

  • Build-in chat bot functionality to facilitate capturing information and instructions in a conversation

  • Intelligent notification services and extensible chat bot framework

  • Case and process models describing chat bot interactions blending business processes with conversations

  • Integration of 3rd party messenger such as WeChat or Facebook Messenger

2.2. Devices and Usage

Flowable Engage is primarily used as web application through a web browser on desktop or laptop computers and tablets. The web application can also be integrated into other web applications such as regular websites, e-banking portals and much more. Additionally, it is available as a standalone mobile app for the most common operating systems.

The software (web and mobile application) also allows an integration with popular chat services. This enables customer engagement on the customer’s preferred channels and at the same time provides you with the entire Flowable Engage functionality.

It is common to use the web application as well as the mobile app internally as well as offer both to external participants such as potential leads, customers or partners.

For simplicity reasons, the descriptions for this User Guide are based on the web application. Any deviations for the mobile application are listed in the separate chapter [Mobile App] which is currently under development and not included in the guide.

The web application can be used with any modern browser:

Browser Version


59 and later

Internet Explorer


A native mobile application of Flowable Engage is available for both Android and iOS devices.

More details about technical requirements and installation procedures can be found in the following documents:

  • Technical Requirements Flowable Engage

  • Installation Guide Flowable Engage

3. Getting Started

3.1. Log in to Flowable Engage

Flowable Engage is available as web application accessible via your browser. Enter the address in your web browser and you get redirected to the login screen.

Flowable Engage Login

Use your username and password to login into the portal. You can login from different browsers and devices with your user account at the same time. There is no limitation.

An automatic login is possible when single sign on is setup for your organisation.

3.2. Understand the User Interface

After login, the main Flowable Engage web interface appears.

Login Screen

On the left side you will see the side panel where you can find the main navigation. The column beside the side panel is the inbox. This is where conversations are listed. The third area on the left is called the message panel and shows the messages and content of the conversation that is selected in the inbox.

Each area is described in more detail in the following chapters.

3.2.1. Side Panel

The side panel contains the main navigation of Flowable Engage. It helps you to orient yourself within the application.

On the top you can find the New button. It allows you to create new conversations or even users.

Below the New button you find the Engage menu. If you click the heading, you will be routed to your Inbox, that displays all your conversations. Clicking on the heading will also expand the Engage menu to show different submenu items. Each of the submenu items is configured to only display a certain subset of conversations in your inbox, e.g. grouped by conversation type.

In the Contacts menu you can manage your conversation contacts, e.g. you can find the details of the user profiles that you chat with. To discover all features of the contact management have a look at the chapter about Contacts.

Besides the default menu items Engage and Contacts, other applications of the Flowable Portfolio can be integrated in the navigation. For more information see the section about App Integration.

Depending on the configuration of your web application and the individual user permissions, you may only see some of the menu items in the side panel.
The side panel is collapsible. Double clicking on the side panel will collapse it. Double click again and the full side panel menu view will open again.
Table 1. Side Panel view
Normal view Collapsed

Side Panel Collapsed

Side Panel Collapsed

3.2.2. Inbox

The inbox lists conversations. It is pre-filtered based on the *Engage" menu selection in the side panel.

By default, all conversations in the inbox are ordered by last message date. The inbox features the possibility to pin chat conversations. Pinned conversations always appear on top of your inbox, regardless of sorting.
You can only see conversations in your personal inbox that you are involved in. Meaning hat you cannot see a group conversation before you have been added to it.

At the top of the inbox you can find a search field to search your conversations.

Flowable Engage Inbox Search

You can use the predefined search criteria, or you type a search criteria into the field e.g. the name of a participant.

Inbox Search Options

Available search criteria for the inbox are:

  • Conversation type

  • Conversation name or title

  • User name

Combine the listed search criteria to find the conversation you are searching for faster.

3.2.3. Message Panel

The message panel shows the conversation that is selected in the inbox. The complete conversation history is shown, chronologically ordered by date. The latest message is shown on the bottom of the panel.

Depending on the type of conversation, different actions can be started from the conversation context menu at the top right corner (three dots). For example, starring a conversation, adding or removing users, starting new topics etc.

Below the message panel you also find the new message area with the input field to enter messages.

3.3. Start a Conversation

To start a new conversation, you can use the New button in the side panel.

Click on New and depending on your situation, choose the type of conversation you want to create. You can then add the participants you want to invite to the conversation and optionally give your conversation a name and description.

In case a conversation with the selected participants already exists, you have the option to reuse the existing conversation rather than opening a new one. Simply tick the checkbox Reuse existing and Flowable Engage will check for you, if this conversation already exists and create a new one if needed.

Flowable Engage New
If you create a direct conversation you cannot add users to this conversation after creation. This is only possible, if the conversation is created as a group or channel conversation. However, out of direct conversations you can still create a new topic or schedule a meeting and add other participants there.

You can find more information on different conversation types in the chapter about Conversations.

3.4. Write a Message

To write a text message, you can click in the new message area at the bottom of the message panel and start typing. The message can then be sent by hitting enter on your keyboard.

In the new message area, you also find the tools to upload an attachment, record a video or audio and the mention functionality, which allows you to mention other users in your messages.

Using the shift key allows you to type multiline messages.

3.5. Use Slash Commands

In Flowable Engage specific actions can be started with slash commands also referred to as slash actions. Simply type a slash command in the new message area to access and start the available slash actions in one easy step.

For example, you can use a slash command to create a new conversation as an alternative to the New button. Use a slash command like

/start-conversation for @Andi Mabe

to start a conversation with the user Andi Mabe. You can also create group conversations using a slash command. Simply add more users in your command.

A more detailed description of Flowable Engage slash commands can be found in Chapter 5.3 Slash Commands.

Depending on your user privileges you might not have access to all available slash commands.

3.6. Manage Availability

The presence state allows you to indicate your availability to chat with users. When you are logged in to the application you see a small icon with your avatar at the bottom-left of the side panel.

Presence State

Your availability is displayed by the coloured icon next to your avatar. Directly after you have logged in, it shows a green icon for the status Available. This availability status is known as your presence and will indicate a status Available, Offline, Away or Snoozed. Your presence indicator is based on your activity but can also be set manually. The set presence has an impact on the available communication options.

If you are available at your desk but don’t use your mouse or keyboard for a period (the default is 5 minutes) your availability status automatically switches to Away. To change your availability manually you can open the drop-down menu by clicking on your avatar. You can choose your status from Available, Away and Snoozed. The status Offline is only displayed when you are logged out from Flowable Engage.

Change Presence State

If you select Snoozed, you will not receive desktop notifications or a sound alert. But you can still receive messages and they will be displayed as unread in your inbox. Using your keyboard or mouse returns your status automatically to Available.

Here you can also select a status between Available, Away and Snoozed. The following table describes in detail what each status means.

Table 2. Status icons
Icon Description


Online and Available


Logged in, but has been away from computer for a period


Hard at work and shouldn’t be interrupted


Not signed in

3.6.1. Log out

To logout from the Flowable Engage web frontend you can click on your avatar at the bottom-left of the side panel. The below menu will open, and you can click on Sign out to exit. You will be routed back to the login page.


4. Conversations

The following chapters give an overview of Flowable Engage conversations, what kind of conversations are supported and what tools, actions and filters they provide.

4.1. Basic Conversation Types

Flowable Engage offers different types of conversations depending on your needs. The following basic conversation types are available: * Direct message conversation or one-to-one chat * Group message conversation or group chat * Topic conversation or thread-based chat

Additional conversation types are described in Chapter Special Conversation Types.

4.1.1. Direct Message Conversation

A direct message or a direct conversation is always between two users only. For example between user A and user B or between user A and client B.

To start a conversation with another user you have to go to the side panel and click on New. A new window will open. There are several conversation types, but in this case you want to choose Direct Messages.

Flowable Engage New

Click on Direct Messages to proceed to the next step. You will see the create form where you can enter the following details: * Participants: This is a drop-down, where you can choose participants. When you click on the drop-down a list of users will be displayed, where you can choose one or more users. * Name (optional): Here you can give your conversation a name. By default, the conversation will be named based on the participants * Reuse existing: Tick this box, to let Engage scan your current conversations and in case there is a conversation with the selected participants already, this existing conversation will be reused. * Description (optional): Here you can add a description or notes to your conversation

Flowable Engage New DM

To open a direct conversation select just one participant from the user list in the drop-down and then click on save.

Flowable Engage Conversation Userlist

You can now navigate to the inbox where the new conversation appears at the top of your inbox after its creation.

Flowable Engage NewConversationInbox

4.1.2. Group Message Conversation

Creating a group conversation is very similar to how a direct conversation is created.

The steps to create a group conversation are:

  1. Click on *New" in the side panel

  2. Click on Group Messages

  3. Select more than one participant

  4. Click on save

Flowable Engage New GM

After the conversation is created it will be displayed at the top in your inbox. You can see the participants you have chosen on the top of the message panel. It is possible that not all participants are visible at first sight. Hover with the mouse cursor over the names and the complete list of participants will be displayed.

You can easily add another user to your conversation if you forgot to add the user during creation or want to add someone at a later stage. Click on the three dots menu at the top right of your conversation window.


A new window will open where you can select one or more users and add them to the existing group conversation.

Flowable Engage Add User Dialog
Every participant of the group conversation can add new users.

4.1.3. Topic Conversation

If you need to discuss a topic that does not really fit into the current discussion or that needs additional participants or less participants than the actual conversation has, open a topic conversation.

A topic is a basically a child conversation of another conversation and the tool to organize your communication in threads. The topic has a specific subject and a set of participants that can change over time. For more details how to start a topic conversation, see section Start a New Topic.

Another advantage of a topic conversation is, that after it has been discussed, it can easily be archived and which helps to keep the conversation inbox clear. Of course reopening is possible as well, if the issue pops up again and needs further discussion.

4.2. Interact with Conversations

4.2.1. Start

How conversations are created is described above in section Basic Conversation Types.

4.2.2. Leave

If you want to leave a conversation go to the three dots menu at the top right corner of the message panel and click there on Remove a participant from a conversation.


Choose me in the new window that opened and click then on Send.

Flowable Engage Remove User Dialog

You will be immediately removed from the conversation and all other participants will be informed by the bot that you have left the conversation.

Participants of a desk conversation cannot leave the conversation, because it is a fixed team that handles the requests from clients. Only the administrator can change that.

Flowable Engage conversations are saved by default for every conversation type and for every conversation.

To view the history of a conversation go to to the inbox and click on a conversation. The conversation will be loaded in the message panel. Here you can scroll then through the history.

The conversation history is searchable, but cannot be deleted.

If you have more then 100 messages in your conversation history and you scroll, you will see the Load more messages.. info. Click on it an more of your older messages will be loaded.

Flowable Engage LoadMore Message

The simplest way to search your conversation history is to use the search field at the top right corner of the main Flowable Engage window. Enter the word or phrase you want to search for and click on enter, and it will filter messages to display only those with the relevant terms.

Flowable Engage Conversation HistorySearch

The search result is displayed on the right side of your message panel and shows an extract of each matching message. To see the complete message click on expand.

4.3. Conversation Tools

Conversation tools are helpful tools at Flowable Engage, that support you to organise your inbox and conversations.

The conversation tools menu is in the top right corner of the message panel. There you can find a three dots menu. Click on the three dots and the menu will open.

The menu items depend on the conversation type that you have open at that moment. So not all items are available for every conversation.

The default items that are displayed for all conversations are:

  • Star a conversation

  • Add a user

  • Start a new topic


4.3.1. Pin a Conversation

The inbox features the possibility to pin chat conversations. Pinned conversations always appear on top of your inbox, regardless of sorting.

If you pin more than one conversation, the last pinned conversation is always displayed on the top. They are also displayed in the same order if you additionally star them.

You can also pin individual messages to a room so they’re easy to find later. Just click the gear icon next to a message and then pin.

Pin and star helps you to keep track on important conversations.

4.3.2. Star a Conversation

Sometimes, you might want to mark a conversation so that you can quickly return to it again later. Perhaps you want to follow up, or discuss it with a team member. Or you just communicate with specific people or channels more often than others. In this case, you can star the conversation.

When you star a conversation, that star is only visible to you. In other words, starring is a private setting for each user.

From within any conversation, click on the star icon at the top of the view in the three dots menu:

Flowable Engage Starring

To remove the star from the conversation simply click the star icon a second time.

A conversation will remain starred until you remove the star.

You can easily find your starred conversations, arranged by date, in the inbox if you click at the side panel on Starred:

Flowable Engage Inbox Starred
Any starred message that has been marked archived won’t appear in the Starred list.

4.3.3. Add User to a Conversation

Once you are in the conversation or channel, select the add user icon at the top right in the three dots menu.

A channel is a conversation with multiple participants who can leave the channel at any time. But only the owner of a channel can add new users to the channel.

A new window will open that shows a list of all users. You can search directly for the name of the person you want to add. When you start typing, the user list immediately shows the matching results. Alternatively you can use one of the three filters to search for users to add.

Flowable Engage Add User Dialog

You can filter for the:

  • Status (Available, Away, Snoozed, Offline)

  • Group (e.g. Client, Complience Officer, Employee …​) and

  • Type (External, Internal)

Once you found the person you were looking for, click on the name and you can continue to search for another one. When you have selected all users you want to add, click on the button Add Selected.

The bot will show the names of the persons who have been added in the conversation.

Flowable Engage Add User Bot Message

That person will now have access to all messages within the conversation or channel.

Create a new topic conversation when another participant should be involved but should not see the whole conversation history. The creator of the topic is able to select the messages which should be shown in the new topic.
Team members of a desk conversation cannot be changed, because this is a fixed team that handles the requests from clients. Only the administrator can change the team constellation. However, additional users can be added to the desk conversation.

4.3.4. Remove a Participant

To remove a participant from a conversation you have to follow nearly the same steps as for adding a new user.

Go to the three dots menu and click there on Remove a participant from a conversation.

Flowable Engage Remove User Dialog

You can select one or more participants to remove them from the conversation. Also every participant of the conversation can leave the conversation if he selects me in the list.

Participants of a desk conversation cannot be removed and cannot leave the conversation, because it is a fixed team that handles the requests from clients. Only the administrator can change that.

4.3.5. Start a New Topic

Imagine that during a discussion a specific subject could use its own thread. In this case you can start a new topic from the conversation as described in the section about the Topic Conversation.

It is even possible to select certain existing messages to be referenced within the topic to have initial context given from another conversation.

To create a new topic go to the three dots menu at the top right and click on Start a new topic.

In the new form that opens you can choose Participants and then all participants of the actual conversation will be added to the new topic. You can add other participants too or start the topic with entirely different participants.

Flowable Engage New Topic

At last add the topic name and click on Send.

Another option is to use the slash command /start-topic. Example: /start-topic HowTo

Usually the participants are the same as in the parent conversation but they can also be added to the conversation after creation.

There is no relation between the original conversation and the newly created topic.

You will now see in the message panel a notification from the Digital Assistant with two buttons which offer you to reference messages from the original conversation in the newly created topic or to continue with an empty topic.

Flowable Engage Reference One

If you click on Reference messages all text and attachment messages will be selectable by a checkbox.

Flowable Engage Reference Two

Select all messages which you want to forward to the new topic and click on Reference messages at the grey bar. All your selected messages will then be copied to the new topic conversation.

Flowable Engage Reference Three
Referencing to messages is only possible once directly after creation of the new topic.
Referenced messages cannot be deleted one by one. Only the top level message can be deleted.

To find your topics go to the search field at the top of your inbox and type topic and all your topic conversations will be listed by last message date.

Flowable Engage Topic Search
Topics are typically used to split up an ongoing conversation in order to discuss a topic which might include further persons to join.

A topic conversation can have a title of your choice. If you have owner privileges you can rename it at any point of time. Simply click into the title on top of the message panel, make your changes and confirm with the return key.

Use clear, attractive conversation names and keep it short. You will find it easier to search for them later.
Consider that changing the name of a conversation will rename it for all participants. Make sure that the name is appropriate for the other participants.

4.3.6. Archive a Conversation

The archive conversation feature allows you to hide a conversation from your inbox and retrieve it later when needed. You can archive topics and tickets to better organise your inbox.

To archive a conversation:

  1. call /archive in the action menu OR

Flowable Engage Archive Action
  1. go to the three dots menu at the top right of the view and click on the dustbin icon.

Flowable Engage Archive Three Dots Menu

Before the final archiving you have to add a archive note in the newly opened window and click on Send.

Flowable Engage Archive Note

The conversation is now archived.

Only the conversation types topic and ticket can be archived.

If you want to retrieve your archived conversations later you can search for them in your inbox. Write in the search field of your inbox the word Archive or click on Archive at the side panel.

Flowable Engage Archive Search

A list of archived conversations ordered by last message date will appear.

For archived conversations no actions other than reopening can be done. To write messages or use tools you first have to reopen the conversation again.

4.3.7. Reopen a Conversation

If you want to retrieve an archived conversation you first have to search for the archived conversation. Click on the conversation so that it opens in the message panel.

To reopen a conversation you can use the icon in the three dots menu at the top right corner or


You can also call the */reopen slash command in the action menu.

Flowable Engage Reopen Action

The conversation will be reopened immediately and appear again in the inbox. The whole history is loaded and you can use the same functionality as before.

4.3.8. Mentions

If you want to mention a user in a message simply use the @ character and start typing the name of the user. A list will open with matching user names. Within a Flowable Engage you can mention a specific team member (@username) or the entire channel (@channel). You can mention everyone associated with the Flowable Engage Account.

Flowable Engage Mentions

Select the user you want to mention.

Flowable Engage MentionsOne

You can mention one or many users.

Flowable Engage MentionsTwo

The user you have mentioned will receive a notification.

Users are only notified if they are part of this conversation.

4.3.9. Upload Attachments

To upload attachments click on the upload icon. You can select one or more files.

Flowable Engage UploadOne

After you’ve selected the file you will see a file upload preview. The final upload will happen when you click on the upload button. After the file was uploaded to the server the Pre-Processing starts. A small thumbnail is displayed that shows you that the uploaded file is still in Pre-Processing state.

Flowable Engage PreProcessing

When the Pre-Processing is finished a file Preview is displayed.

Flowable Engage PreviewOne

If you upload Word-, PowerPoint or PDF files and click on the preview image a full document preview opens where you can scroll through all pages.

Flowable Engage PP Preview

The pages are displayed as high resolution thumbnails. There is no specific zoom possible for a page, but you can use the browser zoom function.

You can upload files up to 60MB. Not all files are supported by the Pre-Processing. Those are then only available as a download and have no preview. Furthermore harmful file extensions are blocked and cannot be uploaded, e.g. html pages.

4.3.10. Voice Recording

To use the voice recording click on the microphone icon in the Notification Tools. A new window will open. Make sure your microphone is enabled, before you click on the Start recording button.

Flowable Engage Voice Recording

When you stop the recording you have the possibility to review your recording before you upload it.

Flowable Engage Review VoiceRecording

The uploaded file can also be played directly in the message panel without downloading it onto your local system. The same is true for uploaded audio files.

Flowable Engage Audio Upload
If you upload an audio file note that just the common file endings like mp3 are supported. Not all audio file types can be played.

4.3.11. Video Recording

If you want to start video recording, click on the camera icon in the notification tools. A new window will open where you can start recording a video. If you do not want to record sound, switch off your microphone.

Flowable Engage Video Recording

As for the audio recording, you can also review your recorded video before you upload it.

Flowable Engage Video Upload

The video file can also be played directly in the message panel without downloading it onto your local system. The same is true for uploaded video files.

If you upload a video file note that just the common file endings are supported. Not all video file types can be played.

4.3.12. Flowable Engage Emoticon Codes

What would a conversation be without using emojis. The following codes convert emoticons into emoji images on Flowable Engage.

Table 3. List of emoticon codes
Icon Code Icon Code

































Enter the code for the emoji you want and click on Send.

Flowable Engage Emoji Message

On a Mac you can easy open the emoji menu when you click CMD+CTRL+Space


For Windows users another option is available:

  1. Click on the keyboard icon in the taskbar of Windows 10 at the bottom of the screen - this will open the virtual keyboard.

  2. When you see the keyboard in front of you, you click on the Emoji icon with the smiley face (bottom left of the keyboard); the alphabetic keyboard is now replaced by the emoji keyboard.

  3. Click on the emoji you want to send.

4.4. Message Tools

The message tools are a set of tools to interact with messages like editing a message, deleting a message or attachment, previewing a document and downloading an attachment. The tools are located in the message panel next to the message text or the uploaded attachment. You have to click on the three dots to access them.

4.4.1. Preview

When you upload attachments in your message you see three different previews for the most common files like office documents, pdf, images etc. The first preview is available in the upload form and shows a small document preview as well as the file name, file type and the file size.

Flowable Engage Preview One

After successful upload you see the next preview in the message panel. This preview shows the message receiver the type of the file.

Flowable Engage message threedotsmenu

To see the full document preview you have to click directly on the document or you can use the three dots menu beside the document and click there on Preview. This preview saves time, cause you don’t have to download the document first to inspect it. The high resolution thumbnails allow you to read and to leaf through the document, so that a discussion can continue without waiting for a download time.

Flowable Engage PP Preview
Use the keyboard buttons to jump through the pages or to jump to the top or the end of the document.
If something goes wrong during the file upload you may not be able to preview its content. If a preview is not available try to re-upload the file or contact your system administrator.

4.4.2. Download

For every attachment that has been uploaded you and the other participants of the conversation have the possibility to download the file. Depending on the browser settings, the download will start immediately or a window will open where you can choose the download location.

To download a document click on the three dots menu in the message panel, next to the document name, and then on Download.

4.4.3. Edit Message

Every message that a user sends can be edited, but users can only edit their own messages.

To edit a message call the three dots menu at the end of the message and click on Edit message.

Flowable Engage Edit Delete Menu

The word or sentence you want to edit will be displayed in a form. After you made your changes, click on Done and the changes will be saved.

Flowable Engage Edit Message Form

After the changes have been saved, you and the other participants of the conversation will see the word (edited) next to the edited message.

Flowable Engage Message Edited
The edit message function can be enabled or disabled by your system administrator.

4.4.4. Delete Message

Every message or document that has been sent or uploaded can be deleted. Only the owner of the uploaded files or messages can delete them.

Flowable Engage Delete Message Form

A deleted message is not visible in the conversation history, nor can you restore a deleted message.

A message cannot be restored anymore once deleted!
The delete message function can be enabled or disabled by your system administrator.
If you have used the Reference messages function for a topic conversation you can only delete the whole referenced message at the top level, but not a single one.
Flowable Engage Reference Delete

5. Contacts

In the side panel you can find the menu item for the Contacts app. You can click on it to see all the contacts available to you in Flowable Engage. As a normal user, you do not have to add or remove any contacts they are managed by the system administrator.

Flowable Engage Contacts

5.1. Contact List

Like the inbox for conversations in Engage, the contact list shows all your contacts based on the selection in the side panel. The list is always sorted alphabetically.

At the top of the list you can find a search field to search through your contacts. Available search criteria for the contact list are:

  • User first name

  • User last name

  • User description, e.g. indicating the job role

The contacts visible in the list for you depend on your permissions. You might not have the permission to see all available users.

5.2. Contact Profile

Each contact also has a contact profile with additional details. The profile can be opened by selecting a contact from the list. By default, the first contact in the list is selected.

The contact profile consists of a header and a body. The header displays the most important information and quick actions like "Chat". This quick action for example, will load an already existing direct conversation or initiate the creation of a new conversation. The body displays all the profile details for this contact such as Name, E-Mail, Telephone Number, Address etc.

The details which are displayed for each contact depend on the configuration and may also differ based on user types. If for example customers and employees are communicating and collaboration on Flowable Engage, the details recorded for employees is most likely quite different from what is recorded for customers.
User details can only be changed by a User Operator or an Administrator. This is also applicable to your own user details.

To navigate back to your conversation inbox just click on the Engage menu in the side panel.

6. Advanced Features

6.1. Special Conversation Types

Next to the Basic Conversation Types, Flowable Engage extends the concept of conversations from pure chatting to context-based collaboration. Each conversation type has its special characteristics and is designed to support a specific aspect of conversational work management. The following section introduces a range of specialized conversation types:

  1. Channel Conversation

  2. Document Collaboration Conversation

  3. Case Collaboration Conversation

  4. Desk and Ticket Conversation

Read the following chapters to learn more about the different conversations and how they could make daily work more efficient.

6.1.1. Channel Conversation

A channel is a conversation with multiple participants just like a [Group Conversation]. However channels serve a specific communication purpose and are moderated by one or multiple channel administrators. Channels can for example be created to communicate about a certain project, to publish corporate news and announcements or to bundle all talks around a specific business area or event.

Depending on the privacy setting set by the channel administrator, channels are public to all people or are restricted to a specific audience and can only be joined after an invitation. Moreover not all participants must have the same privileges, e.g. posting messages might only be permitted to channel administrators.

Channels are recognized by their name and can be renamed. There is no system limitation on the number of channels you are able to create. If you search for a channel you can simply click at your side panel on Channels or you type Channels directly in the inbox search field.

Flowable Engage Channel Search

A list of channels ordered by last message date will appear in your inbox.

Start a Channel

A new channel can be created in two ways. By using the form that opens when calling create at the side panel or by using the slash command /start-channel Whether your are able to create a channel conversation is controlled by your role and permissions. To create a new channel do the following steps:

  1. Click on Create button in the side panel

  2. Click then on Channel

  3. Set a title

  4. Select participants (optional)

  5. Confirm with the Send button

Flowable Engage New Channel
You do not have to select participants for creating a channel. You can add or invite users at any time.

The newly created channel will appear at the top of your inbox. You can see all users in the channel when hovering over the participants list with your mouse cursor.

Flowable Engage Show Participants

You can also use the slash command for a fast creation of a channel like in this example: /start-channel Department for [@Ella Martin, @Jessica Adams]

If you have been added to a channel and you want to leave it, or if you want to remove participants, please follow the instructions in chapter [Remove Participant From Conversation].

6.1.2. Document Collaboration Conversation

A document collaboration conversation can originate from any other conversation and is as the name indicates designed to focus around a specific document. Fo any uploaded attachment such a discussion can be started. The idea is that people can collaboratively present, discuss, understand and edit a document within a conversation. Whenever documents need a specific discussion, for example because they contain important or sensitive data, this conversation type is relevant.

To start a document conversation you can use the function discuss at the document. To call it go to your document in the message panel and click on the three dots menu, then click on Discuss.

Flowable Engage Discuss One
You can start a discussion for any kind of attachment that has been uploaded.

A new conversation is created that appears at the top of your inbox and has the same name as the document. Another way is to use the action menu in the new message area to call the slash action /discuss for the document e.g. /discuss Flowable-Product.pptx.

Flowable Engage Discuss Conversation
Every participant of the conversation can start a discussion for a document, not only the person who uploaded the document.
By default, all participants of the parent conversation are also automatically participants of the new document conversation.

The new document collaboration conversation references the document and is linked to the parent conversation. There is a document preview you can open. You can see a document preview if you open the document discussion and click on the there three dots menu. As described above, the conversation name is automatically set to the document name but you can change it at any time.

Be careful when changing the document conversation name, because you may loose the idea for what it has been started.

To search for a document discussion you can select Discussion at your side panel or use the inbox search. You can search also directly for the discussion or document name.

Flowable Engage Discussion Search

The result of your search is displayed in your inbox ordered by last message date.

6.1.3. Case Collaboration Conversation

Next to the messaging capabilities of Flowable Engage a unique feature is the integration with the business process and case management capabilities of the Flowable Product Portfolio. The case collaboration conversation enables you to interact with a business process in a conversational way.

You can start a case collaboration conversation with the slash command /start-case. After sending this slash command, the Digital Assistant will guide you through the subsequent steps depending on your case and process model. First of all you have to select a case model:

Flowable Engage Start Case

Depending on the case management app designed for you, you can choose a case model like the "Address Change" in the example below.

Flowable Engage Case SelectModel

Click on Continue and the case will be initialized. After completing the first steps, the Digital Assistant will tell you that a new case conversation has been created.

Flowable Engage Case Started

Click on here to open the case conversation. In the case conversation you can now log information, complete tasks by entering data and interact with the business process designed by your organisation.

Flowable Engage Case Adress Change

6.1.4. Desk & Ticket Conversation

A desk conversation is a powerful way to solve the challenge of efficient work distribution. The paramount application example is the one of a customer help desk. The desk members want all information needed to manage their work in one place to deliver a personalized but effective support in an easy way. Within the desk conversation, desk agents are constantly being informed about updates on ongoing service requests, can distribute work and respond to escalations immediately. Hence a desk conversation does usually not stand by itself but orchestrates a set of ticket conversations. A ticket conversation represents one service request and is always linked to a responsible desk. While the desk conversation is continual, a ticket conversation usually starts with every new request and closes after resolution. A desk conversation has a fixed set of participants based on the user group representing the desk members.

The fixed set of users for the desk conversation is linked to a user group that is managed within the identity management.

Desk conversations are initiated by users with system administrator privileges. To create a new desk conversation go to side panel and click on the create button. Choose Desk and select a group for the desk conversation and enter a title.

Flowable Engage New Desk Conversation

Click on Send and a new Desk conversation will appear at the top of your inbox. When the desk conversation is created the team members are automatically added to the conversation.

A fast creation of a desk conversation is also possible with using the slash command /start-desk:

Example: /start-desk for @sysadmins Support Desk

As mentioned a desk conversation has a fixed team that is responsible for handling requests. Those users are assigned desk members and they are active listeners and participants of the conversation, which means that they handle incoming requests and receive notifications accordingly. Furthermore, you can add other, passive participants to the desk conversation with the [Add User to Conversation] function.

Desk team members are active listeners and receive notifications from the desk if a client sends a request. All other desk members are passive listeners (invisible to the client for instance) which can see the ongoing conversation but are not actively notified and do not have to take action, e.g. to meet a service level agreement.

To find your desk conversations you can easily search for them in your inbox. Click on the side panel on Desk or directly type in the inbox search field Desk.

Flowable Engage Desk Conversation Search

All desk conversations are displayed ordered by last message date.

As introduced above the main tool available to desk conversations is the ticket. Tickets help you to handle and solve requests for the desk, e.g. a question from a customer or an IT problem of a user. A ticket conversation can be assigned to a user or a team of the desk. Participants of a ticket conversation are the ticket requester, e.g. a customer, and all users which are part of the parent desk conversation.

6.1.5. Create a Ticket

A ticket conversation is created within a desk conversation or by a service call, e.g. from a business process or external application. A ticket is always related to a desk conversation but it has a distinctive name and icon and its own lifecycle. To create a new ticket go to your desk conversation to the three dots menu on the top right and click on Create a new ticket.

Flowable Engage Create A New Ticket

Choose the participants, set the ticket name and then click on Send. The newly created ticket will then appear at the top of your inbox.

A new ticket can only be created for a desk conversation.

6.1.6. Assign a Ticket

If you open the newly created ticket you will see a message from the Digital Assistant that the ticket is unassigned. At the bottom of the message panel (above the new message area) you will see a status bar with a button assign to me. As long as the ticket is not assigned to a user, all members of the desk conversation receive a notification when a new message arrives.

Flowable Engage Ticket Assign

If you click at the status bar on the button assign to me the ticket will be assigned to you and all members of the desk conversation will be informed that you are taking care of the ticket now.

If you are unable to solved the ticket, you can click on the next status bar, that appears immediately after you have assigned the ticket to you, and click there on Back to team. Then another team member can take care of the ticket if needed.

Flowable Engage Ticket BackToTeam

When a ticket is solved the client receives a feedback request where he or she can rate the handling of the inquiry. This feedback is optional.

You will have to define within your organisation whether ticket conversations follow a particular name pattern or contain a serial number.

You can easily find tickers when using the inbox search. You can search for the ticket name or for a participant of the ticket and many more.

Flowable Engage Ticket Search
Any ticket that has been marked archived won’t appear in the inbox and ticket list.

6.2. Special Slash Commands

In Flowable Engage specific actions can be started with slash commands which is introduced in the Use Slash Commands section. By typing a slash command in the new message field you can trigger an action in one easy step.

The following chapter describes a specific set of Flowable Engage slash commands in more detail.

There can be more or less slash commands available depending on the users access rights or the application configuration. Customization allows to add new commands or remove the default ones.

To see a full list of available slash commands type a forward slash / in the message input field.

6.2.1. Reminder

A very useful feature of Flowable Engage is the possibility to set reminders. It is a quick way to remind yourself of things to be done at a later moment. The following section will give you a hint as how to set and format a reminder.

The way you can generally format a reminder to yourself is /remind me at 14:00 to join the meeting. A break down of that statement results is described in the following.

Using the /remind slash command, users can give remind instructions to an automated Flowable Engage bot. Set a reminder for yourself or someone else at the appropriate time: /remind [who][when][what]

The required input values are:

  • Who: User to be reminded

  • When: Date and or time defining when the reminder should be send

  • What: Text describing the reminder

If you call the slash action /remind the following form opens where you can set all required values.

Flowable Engage Remind

You can also type the values in the new message area directly after the slash command as in the following examples:

  • /remind me in 10 mins to finish my email

  • /remind @Marion Miller to forward me an email now

  • /remind me at 11:00 to finish my email

Flowable Engage Slash Command Reminder

You can format time either using 24 hour clock (11:00 / 1100) or 11 hour clock (11am).

You can also set a reminder for a date as "/remind me Wish Bill Happy Birthday on 2nd June" or "/remind me go to doctor at 1400 on 02/12/2019". Be aware though that this is American style dating, so this will set a reminder for the 12th of February and not the 2nd of December.

You can also set reminders user a relative time reference, e.g. "/remind me to pick up my car in 2hrs". This will set a reminder for two hours from now. You can indicate the time units in several ways, 2h, 2hr, 2hrs, 2hours, 2hour. If a format is not supported the Flowable Engage bot will tell you in the reply.

You can also set reminders for other members by using @otherperson or you can set a reminder for all users of the conversation by using @all.

You can also set recurring reminders using intervals. So instead of saying "at 11:00", you could say "at 11:00 every Friday" or "at 11:00 every weekday".


  • /remind me every Friday at 11:00 to update my time recording

  • /remind me at 11:00 every weekday to update my time recording

In this way you can also set recurring reminders for other users like:

/remind @Marion Miller every Monday at 10:00 to join the meeting

What if you need to remind yourself of your reminders? If you type /remind-list into the new message area, you get a list of all upcoming reminders.

6.2.2. Absence

If you are out of office and want to let your chat partners know that their messages will not reach you, the /absence slash command helps you to manage your absence time and to define a deputy.

Following values can be set for the absence:

  • Start date: Start date for the absence

  • Start time: Optional start time for the absence

  • End date: Start time for the absence

  • End time: Optional end time for the absence

  • Deputy: Optional deputy user to forward messages to

  • Desk: Optional desk conversation to forward messages to

When you type /absence in the new message area and click on send, then the following form opens. Here you can set the previous described values for your absence.

Flowable Engage Actions Absence Form
You can also define a deputy and a desk team to manage incoming requests in the form of service tickets.

If you want to know which absence settings are currently active for your user, call the slash command /absence-show which shows all your active absences. With /absence-remove you can remove the active absence.

A simplified version is the /presence command to defined just an autoreply for a user conversation and a deputy.

Example: /presence autoreply to @annie.austin with deputy @ella.martin

Flowable Engage Presence Bot
The absence management feature is deprecated and will be replaced by a new functionality in upcoming releases.

6.2.3. Broadcast

There are several options in Flowable Engage to write messages to other users. You can write messages to individual contacts, use a group chat, an existing channel or topic conversation. If you want to reach a particular set of recipients with a dedicated message, the /broadcasts feature is the right choice. Basically the broadcast feature allows to send a message to multiple conversations at the same time.

The difference between group chat and the /broadcast command is that not all messages are shared to all group members including the full list of participants of the chat. If you write a broadcast message the the message recipients do not know who else has received the message. Hence you can always choose the set of conversations individually.

You have to choose existing conversations to broadcast. If you want to select users, than this is only possible if a direct conversation to this user already exists.
Currenlty only text messages can be broadcasted.

To broadcast a message you have to select the conversations to push a message to and type the message text.

Flowable Engage Broadcast Form

When you click on send, then the same message text will be send to all the selected conversations.

6.2.4. Archiving

If a discussion for a specific topic has finished, all questions have been answered and the points are clear, then archive the topic. Example: /archive

You should also archive all so far resolved tickets, as if the issue pops up again you can easy reopen them. But until then you help to organise your inbox and have a better view on what is open and actual so far.

6.2.5. Status Bar

You can use the status bar message for an custom notifications within a conversation. In other words a status bar is a notification that marks an important message relevant for a specific conversation, e.g. to take care when talking to an external party.

To add a status bar to the current conversation type /status-add and after a space add the message you want to add to the status bar like for example: /status-add inform the admin.

You can create one ore more status bars within a conversation. They are displayed in chronological order with the latest one being always on top.

The status bar is visible to all users of the conversation.
Flowable Engage Add Status Bar

With /status-clean you can remove all existing messages from status bar for the current conversation. If you want to remove just one status bar, click on the remove button directly at the status bar.

You can list all status messages with the slash command /status-list.

6.3. Digital Assistant

The Flowable Engage "Digital Assistant" is a native built-in chat bot. The bot helps the user to navigate within the application and provides useful tips and tricks.

The "Digital Assistant"…​

  • …​gives you information after creation and sends a welcome message

  • …​is the interface between the user and Flowable Engage

  • …​supports basic conversation features like joining, leaving or creating

  • …​performs actions based on slash commands

  • …​informs you when a error or mistake happened while the action you performed

  • …​sends reminders and notifications to team members

  • …​helps to start a new case and to complete tasks

Chatbots are used to augment the conversation in a way that is customizable and extensible.

Besides the default Digital Assistent you can create your own bot using the Flowable Engage bot framework. Leverage bots to integrate more services or build new functionalities. With Flowable Engage, you can create bots for different business scenarios using familiar Business Process & Case Management technology. You can introduce structured questionnaires and add forms seamlessly into chat, allowing natural, guided data filling with a client.
In future releases the rule-based behaviour of the built-in Flowable Engage bots is further extended by leveraging artificial intelligence features.

6.3.1. Profanity Filter

The Flowable Engage Digital Assistant is able to scan user posts or comments with a so called profanity filter. It is able to automatically censors particular words or phrases when they are submitted. If there is a match for a vulgar word or phrase an error message is displayed in the new message area. The text cannot be sent until the user has changed it.

Flowable Engage Profanity Filter

The bad word check contains a default list of words and phrases that are blocked, but it can be changed at any time on custom needs.

6.4. User Management

The user management can either be handled directly in Engage or integrate with already existing systems for your company (e.g. LDAP). Engage offers the following management options directly in the UI:

  • Create new users of different user roles

  • Edit user attributes (e.g. first and last name)

  • Deactivate users

  • Reactivate users

6.4.1. Default existing user roles

Engage comes with the following default user roles:

Engage users, with access to Engage:

  • Front-Working Staff (e.g. Client Advisor)

  • Administration user

  • System Administrator

  • Temporary user

  • Default, non-specific user

External users, without access to Engage:

  • External Facebook user

  • External WeChat user

  • External WhatsApp user

External users, without access to Engage only have access through the respective Third Party Messenger Service. See Chapter Third Party Messenger Integration for more details.

6.4.2. User Lifecycles

The below diagram shows the user lifecylces of the engage users described in the previous chapter. Users always have a main and a sub state. Main and sub state combinations are visible in the diagram. The names of the states are mentioned in the left corners. In addition to the states, the diagram also shows the actions/processes that trigger a state change.

Engage users, with access to Engage

Flowable Engage User Lifecycle

External users, without access to Engage

Flowable Engage External User Lifecycle
The combination of multiple Third Party Messenger Services is currently in progress and the user lifecycle may be subject to change.

6.5. App Integration

Flowable Engage offers the possibility to enrich the web interface with additional work management apps. Different apps out of the *Flowable Portfolio" might be added to help organising your daily work.

Flowable Engage does not offer a default set of apps. The available work management apps depend on your organization.

6.5.1. Tasks App

You can open the tasks app from the side panel when you click on Tasks. All pending tasks are listed here, but you can filter for the tasks assigned to you if you click on the manakin icon on the top of the list. Click another time and all tasks will be loaded again.

Flowable Engage Task Dashboard

Besides the filter for tasks assigned to you, you can also filter for closed tasks if you click on the box icon. Click again and all pending tasks are loaded again.

Fore every pending task you see on the task a claim and a close button, which allows you to faster complete your list.

Flowable Engage Tasklist Task

If you click on the task you can see the task details at the right panel at the tasks tab. There are all task functions and fields present, that you need to complete a task and to continue in the process.

Use the taps in the details view to switch between task details, chat, people, attachments and process.

If you want to see at what point the process is actually staying, then open the process tap and you can see the complete process and the point where the process actually is. This point is marked red.

Flowable Engage Task Process Tap

Furthermore if you need to discuss more details with some other user go to the people tab. Select the user name for the person you search for and click then on the user details view on Send message. Now you can start chatting with this person.

Your actual conversation, that is active in the inbox, is present at the chat tab, so you can also continue there your conversation. Or as described before, start a new conversation via the People tab.

Use the chat tab to continue with your actual conversation or to start a new conversation use the people tab.

Another tap, that is very helpful is the attachments tap. Here you can find all the attachments related to the selected task.

The Task App offers you all necessary information at one place todo easy and fast your work and to find at once the information you need to complete your tasks.

7. Third Party Messenger Integration

Flowable Engage as a messaging platform supports the integration of 3rd party messenger applications such as WeChat or WhatsApp.

Flowable Engage Messaging Platform

By integrating a 3rd party messenger application or external chat services, you enable external participants to communicate and collaborate with you on their preferred channels while you can continue to manage everything in one single application. Depending on what is offered by the external chat service, different functionality can be used.

Adapters to the following chat services are available:

Chat Service Status

Facebook Messenger

Ready to use


Ready to use


Ready to use


Under development

Have a look at the following sections to get an overview of the feature scope of the Facebook Messenger, WeChat, WhatsApp integrations. For other chat services that are still under development, this list will be updated once the respective service is ready to use.

7.1. Functionality

The following tables list which features are supported for each chat service.

Icon Definition

Icon Definition

This feature is ready to use

This feature is currently not supported due to limitations on the chat service provider

This feature is on our product roadmap

We are always open for feature suggestions! Is there something you think is a must-have feature? Let us know and we will consider it.

7.2. General Features

Feature Description Facebook Messenger WeChat WhatsApp

Automatic onboarding

Password onboarding

It will be possible to onboarded a contact to multiple 3rd party messaging services (for example, Whatsapp and WeChat). Use of multiple services with the same contact will result in a seperate conversation per service within Engage.

7.2.1. Message Types

All below listed "ready to use" message types are available for inbound and outbound messages.

Feature Description Facebook Messenger WeChat WhatsApp

Text messages


GIFs (e.g. Stickers)

Template messages

Image messages

Document messages

Audio messages

Voice messages

Link preview messages

Location data messages


Video messages

Contact messages


1) Availabilty based on used Version of WhatsApp (v2.19.7 / v2.21.3)

7.2.2. Messaging Features

Feature Description Facebook Messenger WeChat WhatsApp

Typing indicator

User mention

Quoting message

Deleted message indication


Sent confirmations

managed by 3rd party service

managed by 3rd party service

managed by 3rd party service

Delivery confirmations

managed by 3rd party service

managed by 3rd party service

managed by 3rd party service

Read confirmations


Mark-down functionality

Obtain user location

1) Availabilty based on used Version of WhatsApp (v2.19.7 / v2.21.3)

Feature Description Facebook Messenger WeChat WhatsApp

Typing indicator

User mention

Quoting message

Delete message

Sent confirmations

Delivery confirmations

Read confirmations

Mark-down functionality

Broadcasting text messages

Auto-reply messages

Note: For service-individual informations like time-limits to delete / recall a message, please refer to the according documentation.

7.2.3. Other Personal Communication Features

Feature Description Facebook WeChat WhatsApp

Voice call

Video call

If a messages fails to be sent successfully, the Engage user is notified within Engage with a human readable error message.

7.3.1. Account Requirements

Depending on the chat service that you have integrated, different account requirements exist. Most chat services offer multiple account options specifically created to serve business needs, which can used in different scenarios. The available account systems are also subject to regular changes. Please get in touch with us to discuss the best set-up for your circumstances.

7.3.2. Third Party Documentation

Any documentation published by a third party chat service provider is not related to Flowable Engage. However, it is an important resource of information that we suggest you review. If your organization chooses to integrate a third party messenger with Flowable Engage, our product integration specialists will guide you through the implementation.

Facebook Messenger

You can find more details on Facebook’s website for developers here.


As Tencent is a Chinese Company, the documentation is originally in Chinese. You can find it here. You can also access the Beta Version of the English Wiki for WeChat Official Account Admin Platform here or the documentation for "Official Accounts" here. This is an often used account type for companies.


WhatsApp Messenger is a service owned by Facebook. You can find more details on Facebook’s website for developers here.

8. Frequently Asked Questions

In this section you can find answers to frequently asked questions around the use of Flowable Engage. Contact us if you do not find the right answer for your current problem.

Can I rename a conversation?

Yes, depending on the type of a conversation you can rename it. Go to the message panel and click on conversation title. An edit field opens and a pencil icon is being displayed. Rename the conversation and confirm with the return key. The new name is now visible to all participant of the conversation.

Flowable Engage Rename Conversation

Can I delete a conversation ?

No, a conversation cannot be deleted, only messages of a conversation. But you can archive some conversations like tickets and topics.

Can I delete and edit my own messages?

To edit and delete messages you need certain permissions. If you have them and move with the cursor over the message you will see a three dots menu. If you click on it you can choose between Edit message or Delete message. See for more information here: Edit Message and Delete Message.

I edited a message, is there a record of what it contained before I edited it?

Flowable Engage does not store the original version of your message for you to revert to. When you edit something and send to the participants, all they can see is the (edited) flag at the end of your comment that notifies them that you edited what you originally typed.

I deleted a message. Is it really gone?

The message is hidden and for you not visible anymore on the UI, but in the database the message is still there. But, you cannot restore it or search for it. Only the administration can make a extraction from database.

Are files saved forever?

Depending on the backend system, yes files are saved forever. We just have a limitation of the file size that can be uploaded. This is per default set to 60 MB but can be changed.

Is the Flowable Engage window customizable?

Flowable Engage is fully customizable to your corporate company design, like color, fonts and the company logo.

Where can I download the Flowable Engage mobile app?

The distribution of the mobile app depends on the mobile device management of your organisation.

How can I change my username or password?

As a user you cannot change your user credentials on your own. If it is necessary to change them, please contact your system administration.

How can I get access to additional application features?

This depends on the access approval process of your organisation. Only users with system administrator privileges can alter access rights.

Why do I see a red information bar on the top of the message panel?

If you recognize a red bar on the top of your message panel showing the below message, your experiencing connection issues within your organisations network.

Flowable Engage Connection Loss

By clicking on try now Flowable Engage will try to restore the connection again. If this message occurs on a frequent basis, please report it to your system administrator or IT help desk.