Custom Workflows
Custom workflows are intelligent chatbot automation that respond automatically to visitor interactions on your website. They combine trigger conditions with sequenced actions to create sophisticated conversation flows without manual intervention.
What Are Custom Workflows?
Custom workflows are rule-based automation sequences that activate based on specific visitor behaviors or events. Unlike AI chatbots that handle free-form conversations, custom workflows follow predefined paths with conditional logic, data collection, and external integrations.
Event-Driven
Automatically trigger based on visitor actions like website visits, chat opens, or specific messages.
Action Sequences
Execute step-by-step actions including messages, buttons, data collection, and API integrations.
Conditional Logic
Make intelligent decisions based on visitor data, behavior patterns, and previous responses.
Human Handoff
Seamlessly transfer complex conversations to live agents when automation reaches its limits.
How They Work
- Trigger Activation: Workflows start when predefined conditions are met (visitor arrives, sends a message, stays online, etc.)
- Sequential Execution: Actions run in order, with each step potentially branching based on visitor responses
- Data Processing: Collect information, evaluate conditions, and integrate with external systems
- Smart Completion: Either resolve the visitor's needs automatically or transfer to a human agent
Common Use Cases
- Lead Qualification: Collect visitor information and route qualified leads to sales
- Support Triage: Automatically handle common questions and escalate complex issues
- Onboarding Flows: Guide new visitors through product features or account setup
- Feedback Collection: Gather customer insights through structured surveys
- Appointment Booking: Integrate with scheduling systems for seamless bookings
Getting Started
Custom workflows are configured through your dashboard with three main components:
Define Triggers
Set up when your workflow should activate based on visitor behavior
Build Action Flow
Create the sequence of messages, questions, and integrations
Configure Settings
Set workflow name, conditions, and activation rules
Monitor Performance
Track how often workflows trigger and their effectiveness over time