Example walkthrough
Walkthrough of creating a workflow using most of the components.
Example workflow's purpose:
  • Create a workflow that provides the relevant steps on reversing a paycheck.
  • At this hypothetical company, there are two distinct situations a customer can fall into so in order to provide the relevant steps to resolve the issue, the customer's situation needs to be extracted.
  • If the issue is still not resolved, the customer will have the option to submit a support ticket for more help.
1. To start, click "Create workflow" on the Workflows Page of the dashboard.
2. Next, let's name the workflow. We'll call it "Payroll - reverse entire paycheck"
3. Now, we'll add in a few sample training queries
4. We only want this workflow to apply to people who have emails that contain the word "admin" so we'll add edit the matching conditions
5. Now, we're ready to start populating the steps for the workflow
6. To begin the chat, we'll want to send a few short messages once the user falls into the workflow
  • We can do this by adding "text" components
7. Now, to make it easier for the user to open the Payroll History section, we'll provide them with a click-able link, which'll open up the payroll history section in a new tab.
  • To do so, let's add a "link" component
  • Since there is no article to share, we won't check that box
  • Link Text: Open Payroll History section
  • URL: exampleworkflow.com/payroll-history
  • Also, we don't need alt text so can leave blank
8. Afterwards, we want to ask the user a question to clarify the status of their payroll because the steps will differ.
  • For this, we'll add another text message:
9. Next, we want to give the user two options they can click on to indicate the state of their paycheck. To do this, we'll add the input option component and fill out the following fields:
  • Create two input options for the two buckets the paycheck can full into
  • Name of the variable (which will be used later on in a conditional)
  • Enable "show cancel option" to let the user escape workflow if needed
  • Enable "disable text input" so there user can only select the options
  • Disable "disable knowledge base fallback" since we'd like to continue using workflows rather than default to article search
10. The customer will then have to choose one of these options, and will then follow a different set of steps. To do so, we'll add a conditional statement.
11. Let's start with the first conditional:
  • We'll only want to trigger these steps if the customer chose "Yes, it is fully processed" when the variable is "ProcessingStatus"
  • Then, we'll add in relevant steps so they can reverse the entire paycheck using the text & link components.
12. We'll do the same thing for the second input option
  • We'd create a "add if/then option" and select "No, it is not fully processed yet"
  • Then we would fill out the relevant steps as we did for the previous conditional.
13. Now, our workflow is almost complete. We've provided the user with the relevant information based on the situation, but we'll still want to give them the option to ask another question or chat with an agent for more help.
14. We'll want to redirect the user to an existing workflow such as live chat or resetting the chat. To do so, we'll click add "workflow transition".
  • Since we don't want to automatically transfer the user to an agent or restart the chatbot, we'll give them the option to choose by selecting "present options to jump to another workflow or open a link"
  • If they have another question, we'll transfer them to our "reset" workflow, which will restart their chat from the beginning.
  • If they need more help, we'll transfer them to our "case fallback" workflow, which will let them file a ticket.
15. Hit "Save" on the top right of the dashboard and the workflow is complete!
16. The workflow can be toggled on/off by following:
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