The Trigger a Workflow feature lets you automate specific actions by linking workflows within the AI conversation. When a predefined condition is met during a customer interaction, the AI bot will automatically trigger the selected workflow. This improves efficiency, enhances the experience for your customers, and ensures the right outcomes are reached without you having to manually input every condition.

Accessing the Trigger Workflow Feature

Go to the Conversation AI tab in your account settings, then click an existing bot or create a new one.

Head to the Bot Goals tab and click the Trigger a Workflow button to see the available details.

📌Note: If you're creating a new bot, you'll need to edit the bot's name or assign a new one before you can access this feature.

Setting Up the Trigger Workflow

Action Name: Give the action a name so you can easily identify the workflow later.

Select one or more Published Workflows to Trigger: Choose the appropriate workflow from the dropdown menu. Make sure the selected workflow has been published before you select it. This is the workflow that will run when the defined condition is met.

When to Trigger the Workflow: Describe the condition that should activate the workflow in this field. This description lets the AI recognise when the trigger should occur. For example, if the condition is when a customer wants to book an appointment, write: "Customer wants to book an appointment."

The AI will then activate the workflow when a similar condition arises during the conversation.

Once you're done, click Save to finalise your settings. To add multiple triggers, click the "+New Workflow Trigger" button and repeat the steps above.

Follow these steps and the bot will automatically trigger the specified workflow when the defined condition is met, helping to streamline your processes and improve customer interactions.

✍️Important Notes

  1. When creating trigger conditions, make sure they naturally guide the conversation towards the desired action and align with the customer's response to the trigger condition. For example, if the condition is "Customer wants to book an appointment," structure the prompt so the bot asks, "Would you like to book an appointment?" This helps the condition emerge naturally during the interaction.
  1. When multiple conditions are triggered at the same time (for example, "update contact info" and "trigger workflow"), the AI will prioritise one action. For example:
  • Update Contact Info: Updates the date of birth when the user provides it.
  • Trigger a Workflow: Initiates a workflow when the user provides their date of birth.

In such cases, the AI will decide which action to take based on its prioritisation system.

  1. Triggers can be activated based on responses from either the bot or the user, so workflows can fire regardless of whether the condition comes from the bot leading the conversation or from the user's input.
  1. Don't configure a Trigger a Workflow action for a workflow that has already been published with the same trigger in Workflow Automation. Doing so could result in the workflow running twice, causing unintended duplication of actions.

Keep these guidelines in mind and you'll get the most out of the Trigger a Workflow feature, with a smoother, more efficient process for your team and your customers.