Create a Workflow

To create and modify workflows:

1. Click on the "[+ Create New Workflow]" button in the top right corner to start creating a new workflow.

2. Use the recipes shown on the initial screen to easily follow existing workflows. If you don't find what you need, click "[+ Create New]" at the top to create a workflow from scratch.

When setting up a workflow for the first time, you can easily get started with a recipe.Templates are available for both chat and call support, so you can quickly choose one that fits your needs. Each recipe is designed around specific support scenarios, making it easy to find the right setup.

Here are a few examples:

• Automate responses using ALF

• Collect key information before connecting to an agent

• Send targeted messages based on conditions during a conversation

• Gather customer feedback after a conversation

You can also use keyword search to quickly find the right recipe.With one click, the default settings are applied, and you can customize the messages, tags, and more to suit your workflow.

Recommended recipes are suggested based on:

• Recently Added

• Popular by Industry

• Frequently Used in Chats

Click the "[+ Create New]" button to start creating your workflow from scratch. Below, I'll explain how to set up triggers and build the workflow step by step.

Selecting triggers determines when your workflow will activate based on specific situations.

For detailed explanations of each trigger, please refer to the Trigger Guide. (→ Learn more about Trigger)

Once you've selected a trigger, you can use filtering to set detailed conditions and operational settings for when your workflow should activate.

You can configure which customers the workflow applies to based on customer information and consultation details. You can restrict the workflow to operate only on specific pages or schedule it to run during specific times. Additionally, you can set up the bot profile that the workflow will use.

Once you've completed setting up the trigger, you'll see the editor screen where you can design the customer journey they'll experience. Let's configure the actions for the first step. If you're unsure what to choose, you can refer to recommended actions.

Action Selections

In one step, you can include multiple actions, and these actions will execute in the order they are set.

There are three main types of actions: Content Actions, Next Step Actions, and Background Actions. For detailed information about each type of action, please refer to the Action Guide document. (→ Learn more about Actions)

Adding a Step

After completing one step, you can choose to end the workflow or add the next step.

If you want to connect to an already created step:

• You can drag a connection line directly to link them.

• Alternatively, click on the circle icon on the right side of the action and select "Link to Existing Step" from the menu that appears. Then, choose the step you want to connect to.

  • This circle icon will only appear for actions that involve branching, response buttons, or ALF actions that move to the next step.

Delete Action or Step

• Clicking the X button in the top right corner of an action within a step will delete that action. If you delete all actions in a step, the step itself will be automatically deleted, and any connections to other steps will be removed.

• You can click on a connection line between steps and press the delete key to unlink them.

Identifying Steps with Errors

If a step has empty messages or missing actions, an orange exclamation mark icon will appear next to the step name. Hovering over this icon will display an error message indicating what the issue is. This helps you quickly identify and address any problems in your workflow steps.

Here are some convenient features to easily modify your workflow settings:

1. Undo / Redo

• You can revert to a previous version or redo changes by clicking the icons or using keyboard shortcuts.

• Undo: [Mac] cmd + Z, [Windows] ctrl + Z

• Redo: [Mac] cmd + shift + Z, [Windows] ctrl + shift + Z

2. Zooming and Navigating the Canvas

• If the icon shows a hand, click and drag to move the canvas to your desired position. If the icon shows a pointer, you can select and edit specific workflow steps.

  • Tip: Quickly switch to the pointer by holding Space and dragging.

• Use the + and – buttons or the zoom percentage to adjust the view to your preferred scale.

• Click the “View all” icon to see all steps at once.

3. Edit Button

• Connector Style: Choose between straight or curved lines to connect workflow steps.

• Organize Step Blocks: Arrange step blocks for better visibility. You can choose horizontal or vertical alignment, and unconnected steps will be automatically placed on the right.

• Bulk Update Buttons: Change the next step connection for all steps with the same name at once.

4. Help Button

• Find all the shortcuts, user guides, recipes, and video tutorials you need for setting up workflows. If you run into any issues, just click the Help button to access the relevant guides quickly.

During editing, changes are typically automatically saved as drafts by default. If you prefer not to use this feature, you can disable automatic saving and opt for manual saving instead. When automatic saving is turned off, you'll need to press the "Save Draft" button to save your changes.

Once you've finalized all your settings, you can apply them by pressing the "Publish" button. This action will make your changes live and active.

Once your workflow has been published, you can copy and share it with customers by navigating to [Link Button] - [Customer Link] at the top. This allows easy distribution of your workflow to clients.

Even in the "Draft" state before publishing, if there are no errors in your workflow, you can preview it. You can toggle the preview on and off by clicking the Preview button in the top right corner. Use the preview feature to see how the workflow flows from the customer's perspective and ensure it functions as intended based on your scenario.

• Turning on "View Background Actions" allows you to observe actions like tag attachments or branch connections that occur in the background. This feature is available in the preview screen to aid understanding of how actions operate but won't be visible on the actual customer screen.

• Keeping automatic saving enabled lets you preview the latest edits made, reflecting recent changes in the preview.

When your workflow status is "Active" or "Ended," you can make edits by clicking the "Edit" button in the top right corner. After making your changes, be sure to save them, then press the "Publish" button to apply the updates and make them live.

Can I configure a Workflow without linking to a chat?

To make the workflow operate independently without chats, structure the next steps as response buttons to prevent the workflow from ending. Connect these buttons to either the first step or previous steps to maintain continuity.

I want to add a "Go Back" button.

If you want to include a "Go Back" button:

• Configure the "Go Back" button to connect to the step that should be displayed when the user selects "Go Back."