Workflows
Workflows control how your AI assistant responds to conversations. A workflow is a sequence of steps that your assistant follows: searching your knowledge base, deciding how to respond, routing to the right team, or handing off to a human.
How a workflow runs
Section titled “How a workflow runs”Every conversation is powered by a workflow. When a customer starts a new chat, sends a message, or makes a choice, the workflow picks up from where it left off and works through its steps:
- A trigger fires (new conversation, incoming message, or a timed event).
- The workflow walks through its steps in order.
- The workflow pauses until the next trigger.
A simple workflow might search your knowledge base, ask the AI to compose an answer, then send it. A more advanced workflow might first check whether the customer is asking about billing or sales, then route them to a specialist sub-workflow with its own steps and tools.
What you can do with workflows
Section titled “What you can do with workflows”- Answer questions from your knowledge base.
- Route conversations to the right team based on the topic (billing, support, bugs, sales).
- Collect information from customers, like their email address, before escalating.
- Hand off to humans when the AI can’t help.
- Present choices to customers with clickable options.
- Connect external services like Stripe for billing lookups.
Getting started
Section titled “Getting started”You can start from a preset (a ready-made workflow for common scenarios) and customize it, or build a workflow from scratch.