Workflows
Automate structured conversations and actions
Workflows let your AI follow clear, repeatable instructions for specific situations — like order tracking, address changes, damaged products, or even handing off conversations on specific topics or questions.
Each workflow defines when it should be used, what steps the AI should follow, and which actions to perform (for example, fetching order data or transferring to a human).
Use workflows whenever a scenario requires structure or automation, not just an informational answer.
When to use a workflow
Use a workflow if your AI needs to:
Handle a defined process (e.g. “Customer reports a damaged order”)
Trigger an action (e.g. cancel order, fetch order info, move subscription date)
Follow multi-step reasoning (e.g. confirm details, check conditions, then respond)
Don’t use workflows if:
You just want to add information → use an Article
You only need a short behavioral rule → use a Bot Rule
💡 Priority:
Workflows take precedence over Articles and Rules. If all three could apply, the Workflow always wins.
Structure of a workflow
A workflow is made up of a few key parts: a clear title, a trigger condition (“When should this flow be followed?”), optional actions, and step-by-step instructions. Each part defines how the AI recognizes and handles a specific situation.
1. Title
Give the workflow a short, descriptive name — something anyone can understand at a glance.
✅ Examples
Order tracking
Change address
Damaged product
Keep it simple and specific. Avoid vague names like “Order issue” or “Customer request.”
2. When should this flow be followed?
Describe when the AI should use this workflow.
Write it like you’re giving directions to a teammate — short, plain, and based on what the customer says or does.
✅ Examples
When a customer reports receiving a damaged product.
When a customer asks to cancel their order.
When a customer wants to change their shipping address.
Best practice: keep it to a few sentences. Be specific, and avoid overlaps with other workflows.
3. Actions (optional)
Actions let your AI do things, not just reply. They connect your workflow to your integrated systems so the AI can perform real tasks — like fetching order details, sending invoices, or canceling orders.
✅ Examples
getOrderDetails → Retrieves order items, tracking link, and delivery status so the AI can share the current order status with the customer.
getInvoice → Fetches and sends the customer’s invoice.
cancelOrder → Cancels an order after confirmation.
updateSubscription → Updates subscription dates or settings.
All available actions come from your integrations — such as Shopify, WooCommerce, Recharge, or your custom system.
When creating a workflow, simply select the actions you want the AI to use.
💡 Tip:
If no action is required, the workflow can still run as a step-by-step instruction flow.
4. Bot instructions
This is the playbook the AI follows. Write it like directions to a teammate: short, explicit, step-by-step.
If the flow uses actions, write the exact action names where they should run (e.g., getOrderDetails, getInvoice, transferConversation).
How to write great instructions
Be linear. Number each step. One action or decision per step.
Confirm first. Collect/confirm the minimum details before acting (e.g., email, order ID, shipping address).
Name actions. On the step where work happens, include the action name on its own line.
Handle branches. Use clear IF/ELSE for common cases (found/not found, in/out of policy).
Close the loop. Tell the customer what you did or what will happen next.
Fail safe. If blocked or policy-exception, hand off with transferConversation.
Examples
Damaged product flow (collect info + hand off action)
Order Cancellations flow (put order on hold)
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