Trigger a Workflow within Conversation AI

The "Trigger a Workflow" action allows users to link workflows directly into AI-driven conversations, enabling automated actions whenever specific conditions are met. This powerful capability eliminates repetitive tasks and ensures users can focus on what matters most.

Key Features and Benefits

• Enhanced Automation: The feature automatically triggers pre-configured workflows based on customer intent during conversations, reducing manual intervention.
• Customizable Conditions: Users can define specific conditions that align with their unique business requirements, ensuring workflows trigger accurately.
• Improved Efficiency: By automating routine actions, businesses can streamline operations, saving time and resources.
• Seamless Integration: Connect workflows to AI conversations effortlessly, creating a smooth experience for both customers and support teams.

How to Use the "Trigger a Workflow" Feature

1. Access Conversation AI

• Navigate to the Settings section on the bottom left → select Conversation AI and click on Bot Goals.

2. Assign an Action Name

• Create a unique action name to identify the workflow easily. For example, "Subscription Workflow" or "Appointment Booking Workflow."

3. Select a Workflow to Trigger

• From the dropdown menu, choose the desired published workflow. Ensure the workflow is published before configuration to make it available for selection.

4. Define Trigger Conditions

• Specify the conditions that should activate the workflow. For instance, use phrases like:
  • "Customer wants to purchase a subscription."
  • "Customer is interested in booking an appointment."

5. Save the Configuration

• Once the setup is complete, click Save to finalize. The bot will now automatically trigger the selected workflow when the defined conditions are met.

Important Notes

• Craft Effective Trigger Conditions: Write conditions that naturally fit into the conversation flow. For instance, if the condition is "Customer wants to book an appointment," ensure the bot prompts the user with related questions like, "Would you like to book an appointment?"
• Avoid Duplicate Triggers: Refrain from using identical conditions for multiple workflows to prevent conflicting actions.
• Handling Duplicate Trigger Conditions: When multiple actions are triggered by the same condition (e.g., updating contact info and starting a workflow for a provided DOB), the system decides which action to prioritize. For example:
• Update Contact Info: Updates the date of birth.
• Trigger Workflow: Starts a workflow for the DOB.
  The system prioritizes actions based on its internal logic when triggers overlap.
• User and Bot Flexibility: A trigger condition can be activated based on responses from either the bot or the user to cover diverse conversational paths.

Use Case 1: Subscription Management

Scenario:
A customer shows interest in subscribing to a service during a conversation with the AI bot.

Steps to Set Up and Trigger the Workflow:

1. Define the Workflow:
   • Create a subscription workflow that includes steps like:
     • Sending a subscription confirmation email.
     • Updating the customer’s profile with subscription details.
     • Adding the customer to a subscription-related contact list or group.
   • Publish the workflow to make it available for selection.
2. Configure the Trigger:
   • Navigate to the "Trigger a Workflow" feature in the AI configuration panel.
   • Assign an action name, e.g., "Subscription Workflow Trigger."
   • Select the published "Subscription Workflow" from the dropdown menu.
3. Set the Trigger Condition:
   • Define a condition such as, "Customer wants to purchase the subscription."
   • Ensure the bot prompts the customer during the conversation, for example:
     • Bot: "Are you interested in subscribing to our service?"
     • Customer: "Yes, I’d like to subscribe."
4. Save and Test:
   • Save the configuration and test it by simulating a customer conversation to ensure the workflow is triggered correctly.

Outcome:
Once the condition is met, the bot automatically triggers the workflow. The customer receives a confirmation email, their subscription is updated in the system, and they are added to the relevant contact list.

Use Case 2: Appointment Scheduling

Scenario:
A customer interacts with the bot to schedule an appointment.

Steps to Set Up and Trigger the Workflow:

1. Define the Workflow:
   • Create an appointment workflow that automates:
     • Sending an appointment confirmation email or text message.
     • Adding the appointment to the business calendar.
     • Sending a reminder closer to the appointment date.
   • Publish the workflow for availability.
2. Configure the Trigger:
   • Assign an action name, e.g., "Appointment Workflow Trigger."
   • Select the published "Appointment Workflow" from the dropdown menu.
3. Set the Trigger Condition:
   • Define a condition such as, "Customer wants to book an appointment."
   • Ensure the bot asks leading questions during the interaction, e.g.:
     • Bot: "Would you like to schedule an appointment with us?"
     • Customer: "Yes, I’d like to book one for next week."
4. Map Additional Details:
   • Use follow-up questions to gather necessary information, such as date, time, and contact details.
     • Bot: "What date works best for you?"
     • Customer: "Next Tuesday."
   • Ensure the workflow is configured to use these details to finalize the appointment.
5. Save and Test:
   • Save the setup and test it to confirm the workflow triggers when the customer provides booking details.

Outcome:
The workflow automates appointment scheduling by adding it to the calendar, sending a confirmation to the customer, and providing reminders, all without manual intervention.

Pro Tips

• Define specific trigger conditions to ensure accurate workflow activation.
• Publish workflows before configuring them in AI conversations.
• Avoid duplicate triggers to prevent conflicts between workflows.
• Test workflows to verify they trigger correctly based on user interactions.
• Use follow-up questions to collect necessary details before activation.
• Automate repetitive tasks like confirmations, updates, and reminders.
• Monitor workflow logs to track performance and make improvements.
• Use clear action names for easy workflow management.
• Optimize workflows based on user feedback and system insights.
• Ensure seamless integration with other automation tools for efficiency.

FAQ

1. What happens if two workflows share the same trigger condition?
   The AI will prioritize one action based on pre-set logic, but it’s best to avoid duplicate conditions for the same bot to maintain clarity.
2. Can I trigger workflows for both user and bot responses?
   Yes, conditions can activate workflows based on either user input or bot-generated prompts.
3. What if my workflow isn't appearing in the dropdown menu?
   Ensure the workflow is published. Only published workflows are available for selection.
4. Can I update a trigger condition after saving the workflow?
   Yes, you can edit the condition anytime through the configuration settings without affecting the workflow's functionality.
5. Are there any limitations to using this feature?
   The feature requires precise conditions to function optimally. Ambiguous or overly broad conditions might result in unintended triggers.