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Workflows

Overview​

Workflows give your AI agent an explicit operating path. On Message handling, a customer message enters, each connection's condition is evaluated, and the matching action runs — send a message or file, book an appointment, escalate to a teammate, or close the conversation. Separate views configure appointment Reminders and no-reply Follow-ups. Prefer a small number of precise branches over a large graph of vague conditions.

Choose a Workflow view​

Open Workflow, then use the view selector:

  • Message handling — respond to the current message
  • Reminders — send before a booked appointment
  • Follow-ups — re-engage when the customer has not replied

Build the graph​

Write conditions from the customer's perspective. Each connection needs a short Name on the graph and a Detail that tells the AI exactly when the action applies. Keep exact customer-facing copy in the action, not in the condition detail. Avoid overlapping conditions that could both match the same message.

  1. Start from Message enters.
  2. Add an action from the connection control beside a node.
  3. Select the new node to open the inspector.
  4. Enable the condition, set a short Name (for example "Product brochure"), and write the Detail (for example when the customer asks for the brochure or a specification).
  5. Choose the action type, configure it, and Save.

Choose an action type​

  • Send message — fixed text for hours, next steps, qualification, or disclosures
  • Send Photo/Video or Send Files — upload the asset on the action and describe when to send it
  • Book appointment — guides service choice, fields, availability, and confirmation; needs active Services and Availability
  • Human escalation — pauses AI and surfaces the conversation in Inbox when a person should take over
  • Close conversation — terminal only; keep the condition narrow so active requests are not closed early

Start from a template or from scratch​

Applying a template changes the draft; it does not become live until you Save.

  1. Choose a Workflow template for a practical starting graph, or add actions manually.
  2. Use Arrange when the graph becomes hard to read.
  3. Use Discard changes to return to the last saved workflow.

Save and test​

  1. Save after every coherent change.
  2. Open Agent Setup and choose Test agent.
  3. Send messages that should enter each branch, including near-misses.
  4. Confirm escalation or close only happens when intended.
RemindersTime-based WhatsApp reminders for booked appointments Follow-upsNo-reply follow-up timing, audience, and messages