The Trigger a Workflow feature enables you to automate specific actions by linking workflows within the AI conversation. Once a predefined condition is met during a customer interaction, the AI bot will automatically trigger the selected workflow. This functionality enhances operational efficiency, improves the user experience, and ensures the desired outcomes are achieved without requiring users to manually input every condition.
Accessing the Trigger Workflow Feature #
Navigate to the Conversation AI tab within your account settings, then click an existing bot or create a new one.
Head to the Bot Goals tab and click on the Trigger a Workflow button to explore the available details.
Note: If you are creating a new bot, you will 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: Assign a name for the action, which will help you easily identify the workflow in the future.
Select one or more Published Workflows to Trigger: Choose the appropriate workflow from the dropdown menu. Ensure that the selected workflow has been published before selection. This will be the workflow triggered when the defined condition is met.
When to Trigger the Workflow: Describe the condition that should activate the workflow in this field. This description allows the AI to recognize when the trigger should occur. For instance, 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 finished, click Save to finalize your settings. To add multiple triggers, click the “+ New Workflow Trigger” button and repeat the steps above.
By following these steps, the bot will automatically trigger the specified workflow when the defined condition is met, streamlining processes and enhancing customer interactions.
Important Notes #
- When creating trigger conditions, ensure that they naturally guide the conversation toward 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 encourages the condition to emerge naturally during the interaction.
- In cases where multiple conditions are triggered simultaneously (e.g., “update contact info” and “trigger workflow”), the AI will prioritize 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 prioritization system.
- Triggers can be activated based on responses from either the bot or the user. This ensures workflows can be triggered regardless of whether the condition arises from the bot leading the conversation or from the user’s input.
- Do not 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 being executed twice, causing unintended duplication of actions.
By understanding these guidelines and best practices, you can make the most out of the Trigger a Workflow feature, ensuring a smoother, more efficient process for both your team and your customers.
Frequently Asked Questions #
Where do I set up a workflow trigger in Conversation AI? #
Open the Conversation AI tab, select or create a bot, go to the Bot Goals tab, and click Trigger a Workflow to configure the action.
Does the workflow need to be published first? #
Yes. Only published workflows appear in the dropdown, so the workflow must be published before you can select it as a trigger.
How does the AI know when to trigger the workflow? #
You describe the activating condition in the “When to Trigger the Workflow” field, and the AI activates the workflow when a similar condition arises in the conversation.
Can I add more than one workflow trigger to a bot? #
Yes. Click the “+ New Workflow Trigger” button and repeat the setup steps to add additional triggers.
What happens if two conditions are met at the same time? #
The AI prioritizes one action based on its prioritization system, so only one of the simultaneously matched actions runs.
Why might my workflow run twice? #
If the same workflow is already published with the same trigger in Workflow Automation and you also add a Trigger a Workflow action for it, the workflow can execute twice. Avoid configuring the trigger in both places.
