Setting up workflows for your AI Agent
With workflows you decide exactly what your agent does as soon as something happens in a conversation. Every workflow is a recipe: when X, do Y, then Z. This is how you let the agent schedule a demo, forward a quote request or look up an order status.
Workflows replace the separate goals of the past. Instead of only naming a goal, you now define the concrete steps the agent takes to reach that goal.
Where to find workflows
In the left menu, go to Agent and open the Workflows tab. Here you see all your configured workflows. Click New workflow to add one, or click an existing card to edit it.
How a workflow is built
A workflow has three parts: a name, a trigger (when it should run) and one or more steps (what should happen).
Name
Give the workflow a recognizable name, for example Schedule demo, Pricing question or Order status.
Trigger: when should it run?
You choose from two kinds of triggers:
- When the visitor says...: the agent recognizes a topic during the conversation and then starts the workflow. Handy for questions like "I want a demo" or "how much does it cost?".
- When an event happens: the workflow starts automatically. Handy for webhooks and notifications.
Steps: what should happen?
You add one or more steps. The agent runs them in order. You can choose from:
- Ask the visitor: first collect specific details, for example a name and email address, before the next step begins.
- Send an email: send the collected details to an inbox.
- Run a tool: call a connected action, for example Shopify to look up an order status. You connect tools under Integrations.
- Share a phone number: show the visitor a number to call.
- Share a link: point the visitor to a page on your own website.
- Send a webhook: forward details to an external system.
How to create a workflow
Open the Workflows tab
Go to Agent, then Workflows and click New workflow.
Give the workflow a name
For example Schedule demo or Order status.
Choose the trigger
Decide when the workflow should run: on a topic the visitor mentions, or on an event.
Add steps
Add one or more steps and put them in the right order. At the bottom you see a preview: when someone mentions a topic, your agent will run the steps you set up.
Save and activate
Save the workflow and set it to active. From that moment the agent runs the workflow as soon as the trigger occurs.
Examples
- Schedule demo: when the visitor asks for a demo, collect a name and email address and send them to your sales inbox.
- Order status: when the visitor asks about an order, run the Shopify tool to look up the status.
- Quote request: when the visitor wants a quote, collect the required details and send an email to your team.
Test every new workflow with a test conversation. That way you see right away whether the agent recognizes the trigger and runs the steps in the right order.