Workflow Automation Feature in Conversation AI

Introducing Workflow Automation in Conversation AI

We're excited to announce a new feature that enhances the automation capabilities within your AI conversations. The "Trigger a Workflow" feature allows users to link workflows directly into AI interactions, automatically executing tasks when certain conditions are met during a customer interaction. This streamlines processes and enhances efficiency.

How Does the "Trigger a Workflow" Feature Work?

Action Overview

  • Action Name: Trigger a Workflow
  • Functionality: This feature enables users to automate specific actions by defining conditions within AI conversations. Upon meeting these conditions, the AI bot triggers the pre-selected workflow, ensuring seamless operation.

Setting Up the Workflow Trigger

To configure this feature, follow these steps:

  1. Action Name: Assign a distinct name to easily identify the workflow, such as "Subscription Workflow."

  2. Select a Workflow: Choose a published workflow from the dropdown menu. Ensure the workflow is active and published.

  3. Trigger Condition: Provide a concise description of what will trigger the workflow. For example:

  • "Customer wants to purchase the subscription"
  • "Customer wants to book an appointment"
  1. Save Configuration: Click Save to finalize your setup. Whenever the defined condition is met, the bot will automatically trigger the workflow.

Practical Use Cases

Example 1: Automating Subscription Interest

  • Scenario: A customer shows interest in buying a subscription.
  • Solution:
    • Develop a workflow.
    • Set the trigger condition: "Customer wants to purchase the subscription."
    • Implement the Trigger a Workflow action.
    • Choose the published "Subscription Workflow."
    • Save configuration. This setup ensures automated workflow activation whenever the customer's subscription intent is detected by the AI.

Example 2: Streamlining Appointment Scheduling

  • Scenario: A customer expresses a desire to schedule an appointment.
  • Solution:
    • Establish a workflow.
    • Designate the trigger condition: "Customer wants to book an appointment."
    • Include the Trigger a Workflow action.
    • Select "Appointment Workflow."
    • Save setup. The AI seamlessly triggers the appointment workflow whenever the customer shows interest in scheduling during a conversation.

Key Considerations for Using Trigger Conditions

  1. Crafting Effective Trigger Conditions:

    • Ensure prompt phrases naturally lead the conversation to relevant topics.
    • Align the customer’s response with the trigger condition to facilitate natural workflow activation.
  2. Handling Duplicate Trigger Conditions:

    • If multiple conditions are met simultaneously, the AI prioritizes actions, such as updating contact info and triggering a workflow.
  3. Versatile Activation Source:

  • Workflow triggers can be activated by either the bot or user responses, providing flexibility in engagement and automation.
  1. Avoid Duplicating Triggers:
    • Keep trigger conditions unique to prevent multiple actions from being executed unnecessarily by the same bot.

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Explore how this feature supports your CRM needs by visiting our support page or learn more through our onboarding services.


In Case You Missed It: Check out our recent feature on Enhancing Your Messaging with WhatsApp Coexistence for Seamless CRM Integration.

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