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Workflow BuilderOverview

Workflow Builder

The Workflow Builder is a visual drag-and-drop interface for designing complex conversation flows. Create branching logic, collect user input, and integrate with external services.

Overview

Workflows define how your bot responds to user inputs. Instead of relying solely on AI responses, you can create structured conversation paths for specific scenarios.

When to Use Workflows

  • Lead qualification: Collect specific information in a structured way
  • Support tickets: Guide users through troubleshooting steps
  • Bookings and appointments: Handle scheduling flows
  • Surveys and feedback: Collect structured responses
  • Onboarding: Walk new users through setup

Interface

The workflow builder consists of:

  1. Canvas: The main area where you design your flow
  2. Node Palette: Drag nodes from here onto the canvas
  3. Properties Panel: Configure the selected node
  4. Toolbar: Save, test, and manage your workflow

Basic Concepts

Nodes

Nodes are the building blocks of workflows. Each node performs a specific action:

  • Message: Send a text message to the user
  • Collect Input: Ask for and validate user input
  • Quick Replies: Present button options to the user
  • Condition: Branch based on conditions
  • AI Response: Let the AI generate a response
  • Intent Router: Route by detected user intent
  • Knowledge Search: Search your knowledge base
  • Set Variable: Store a value for later use
  • Delay: Wait before the next step
  • API Call: Call an external API
  • Action: End conversation or hand off to human agent

Connections

Connections define the flow between nodes. Drag from a node’s output handle to another node’s input handle to create a connection.

Entry Points

Workflows start with a Trigger node that defines when the workflow runs:

  • Conversation start: When a new conversation begins
  • Keyword match: User message contains specific words
  • Intent detection: AI detects a specific intent

Quick Start

  1. Open your bot and go to the Workflow tab
  2. Click New Workflow
  3. Drag a Message node onto the canvas
  4. Connect it to the Trigger node
  5. Configure the message content
  6. Add more nodes to build your flow
  7. Click Save and Activate

Next Steps

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Embedding the WidgetNode Types