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
Outbound messages to customers running on preset schedules to provide information, review tasks, or follow up. These improve customer satisfaction and reduce manual work.Examples
- Sending a satisfaction survey 24 hours after a support ticket is resolved
- Reminding customers about upcoming subscription renewals
- Reaching out to customers when an ordered item is no longer available and offering alternatives
2. Notification Workflows
Automatically alert your team or customers when specific conditions are met, ensuring the team stays informed and customers have a smooth experience.Examples
- Sending a customer an SMS when their order has shipped
- Receiving an email when your AI Agent has scheduled a demo or appointment
- Sending a Slack message to your support team when a customer leaves negative feedback in a survey
3. Triaging Workflows
Review a customer’s question, and if the AI lacks an answer or needs human input, it automatically reaches out to your team for clarification. Once confirmed, it responds to the customer with the appropriate information.Examples
- A customer asks about a complex billing issue; the system contacts the finance team to verify details before notifying the customer
- A customer asks about a custom integration; the AI agent pings the engineering team to confirm feasibility before replying
- A customer asks about item restock availability; the AI reaches out to inventory or fulfillment team, then responds with expected restock date