Types of Workflows

There are 3 types of workflows you can build in Conduit to streamline customer interactions

Overview

You can build from scratch or use a template to speed things up. Each workflow runs step-by-step, executing the logic you define with dynamic inputs along the way.

1. Proactive workflows

Proactive workflows are outbound messages to your customers. These run on a preset schedule to provide customers with information, review tasks, or upsell customers. Proactive workflows will help your business improve their customer satisfaction and reduce manual work from your team.

Examples of proactive workflows are

• Checking if a room is empty after their check out date and offering a discount to extend their stay

• Messaging checkout instructions to a guest the day before their checkout date

• Reach out to customers when the item they ordered is no longer available and offer different products

2. Notification workflows

Notification workflows automatically alert your team or customers when specific conditions are met. This allows your team to be on top of everything going on at your business to the customers have a smooth experience.

Examples of notification workflows include

• Responding to a guest with an SMS message when housekeeping has finished cleaning their room

• Receiving an email when your AI Agent has scheduled a tour of your property

• Sending a Slack message to your support team when a customer leaves negative feedback in a post-visit survey

3. Triaging Workflows

Triaging workflows review a customer's question, and if the AI doesn't have the answer or needs human input, it automatically reaches out to your team for clarification. Once your team confirms the information, it responds to the customer with the appropriate response. This eliminates delays in communication and ensures your AI agent can give accurate, timely answers.

Examples of triaging workflows include

• A guest asks your AI agent if it can check in early. Then it contacts maintenance to verify if the room will be ready by check in, before notifying the customer that maintenance can accommodate their early check in.

• A guest messages asking if they can bring a pet. The AI agent pings the property manager to confirm the current pet policy, and once confirmed, replies to the guest with the most up-to-date guidelines.

• A customer asks if a specific item will be restocked in their size. The AI reaches out to your inventory or fulfillment team for an update, then responds to the customer with the expected restock date or availability.