Workflow Overview
Workflows allow you to automate complex processes and create structured conversation flows that guide users through specific tasks or procedures.Workflow Types
Linear Workflows
- Step-by-step processes with clear progression
- Conditional branching based on user responses
- Data collection at each step
- Validation and error handling
Decision Trees
- Multiple choice questions and responses
- Dynamic routing based on user selections
- Conditional logic for different paths
- Loop back to previous steps when needed
Integration Workflows
- Connect multiple tools and services
- Automate data transfer between systems
- Trigger external actions based on conversations
- Sync information across platforms
Creating Workflows
Step 1: Plan Your Workflow
- Define the goal and desired outcome
- Map out the steps and decision points
- Identify data to be collected
- Plan error handling and fallbacks
Step 2: Build the Workflow
- Use the visual editor to create flow
- Add decision points and conditions
- Configure data collection fields
- Set up integrations and tools
Step 3: Test and Deploy
- Test with sample data and scenarios
- Validate all paths and outcomes
- Deploy to production environment
- Monitor performance and usage
Workflow Examples
Customer Onboarding
- Welcome message and introduction
- Collect basic information (name, company, role)
- Assess needs and requirements
- Provide relevant resources and next steps
- Schedule follow-up or demo
Support Ticket Creation
- Identify the issue type and category
- Collect detailed information about the problem
- Check knowledge base for solutions
- Create support ticket if needed
- Provide ticket number and next steps
Lead Qualification
- Assess company size and industry
- Identify decision makers and timeline
- Understand current solutions and pain points
- Score and categorize the lead
- Route to appropriate sales team member
Best Practices
Design Principles
- Keep it simple and easy to follow
- Provide clear instructions at each step
- Include help and support options
- Test thoroughly before deployment
User Experience
- Make it conversational and natural
- Allow users to go back and modify answers
- Provide progress indicators and status updates
- Handle errors gracefully with helpful messages