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Workflows (also called Journeys) are guided, multi-step processes that help users complete complex tasks. They provide structure to conversations and ensure important steps aren’t missed.

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What Are Workflows?

A workflow is a predefined sequence of steps that guides users through a process. Instead of free-form conversation, workflows provide a structured experience. Example workflows:
  • Onboarding — Walk new users through account setup
  • Troubleshooting — Guide users through diagnostic steps
  • Returns — Collect all required information for a return request
  • Feedback — Gather structured feedback with specific questions

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How Workflows Work

  1. User triggers the workflow — By asking something that matches the workflow’s description
  2. Agent starts the journey — Presents the first step to the user
  3. User completes steps — Responds to each prompt in sequence
  4. Agent guides progress — Moves through steps, optionally calling tools
  5. Workflow completes — User has completed all steps
Users can exit a workflow at any time if they want to ask something else.

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Creating a Workflow

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Step 1: Open the Workflow Builder

Go to Actions and find the Workflows section. Click Create Journey to open the builder.

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Step 2: Define the Basics

FieldDescriptionExample
NameShort, descriptive name”New Customer Onboarding”
DescriptionWhen the agent should use this workflow”Use when a new user needs help getting started with the product”
The description is crucial — it tells the agent when to initiate this workflow.

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Step 3: Add Steps

Each step has:
ComponentPurpose
Step textWhat to ask or tell the user
Tool (optional)An action to execute during this step
Example steps for an onboarding workflow:
  1. “Welcome! Let’s get you set up. What’s your company name?”
  2. “Great! How many team members will be using the product?”
  3. “What’s your primary use case?” (Tool: createAccount)

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Step 4: Save the Workflow

Click Save to create the workflow. It will appear in your workflows list.

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Managing Workflows

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View All Workflows

The Workflows section shows all your journeys with:
  • Name and description
  • Number of steps
  • Enable/disable toggle
  • Edit and delete buttons

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Enable/Disable

Toggle a workflow on or off. Disabled workflows won’t be triggered by the agent.

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Edit

Click the edit button to modify:
  • Name and description
  • Add, remove, or reorder steps
  • Change step text or tools

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Delete

Remove a workflow entirely. This action cannot be undone.

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Writing Good Workflows

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Clear Entry Points

Write descriptions that clearly indicate when the workflow should trigger:
  • Good: “Use when a customer wants to request a refund for an order”
  • Bad: “Refund workflow”

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Logical Step Progression

Order steps in a way that makes sense:
  1. Gather context first (what’s the issue?)
  2. Collect required information (order number, reason)
  3. Take action (process the request)
  4. Confirm completion (provide next steps)

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Conversational Tone

Write step text as natural conversation:
  • Good: “I’d be happy to help! First, could you share your order number?”
  • Bad: “Enter order number:“

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Include Confirmations

End workflows with a clear conclusion:
  • “I’ve submitted your return request. You’ll receive a confirmation email shortly.”
  • “Your account is all set up! Is there anything else you’d like to know?”

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Using Tools in Steps

You can attach a tool to any step. When the agent reaches that step:
  1. Collects user input for required parameters
  2. Executes the tool
  3. Uses the result to continue the conversation
Example:
  • Step: “What’s your order number?”
  • Tool: getOrderDetails
  • Result: Agent looks up the order and can reference details in subsequent steps

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Example Workflow: Return Request

Name: Return Request
Description: Use when a customer wants to return or exchange a product they purchased

Steps:
1. "I can help you with your return. What's the order number for the item you'd like to return?"
2. "Thanks! Which item from this order would you like to return?" [Tool: getOrderDetails]
3. "Got it. What's the reason for the return?"
4. "I've submitted your return request. You'll receive a return shipping label at your email address within 24 hours. Is there anything else I can help with?" [Tool: createReturnRequest]

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Best Practices

DoDon’t
Keep workflows focused on one taskCreate overly long workflows
Write conversational step textUse robotic language
Include confirmation at the endLeave users wondering if it worked
Test with real scenariosDeploy without testing
Use tools to validate informationAsk for info you could look up

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Troubleshooting

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Workflow Not Triggering

  • Check that the workflow is enabled
  • Review the description — does it match what users are asking?
  • Test with specific phrases in the Sandbox

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Users Getting Stuck

  • Ensure step text is clear about what’s expected
  • Add helpful examples in step text
  • Allow users to exit if the workflow doesn’t fit their needs

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Tools Not Executing

  • Verify the tool is enabled in Actions
  • Check that required parameters are being collected
  • Test the tool independently first

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