Workflows implement flow charts. You can use them to create surveys, troubleshoot problems, get feedback from employees.

To create a workflow, go to Authoring > Train. Make sure the Workflows tab is active. The interface is similar to the QA Pairs interface. Start by entering the user utterance that starts the workflow. We call this special utterance the trigger. After you add the trigger, you start adding bot prompts. These are the questions the bot asks the user.

Add a workflow

Linking Workflow Steps

Each interaction is a separate workflow step. To link them, open the interaction editor. Choose the next intent from the list of available intents. If this is the last intent, choose END.

Workflow steps have two distinct phrases that a bot uses. The prompt is at the beginning of a step and asks the user a question or guides them somehow. The response is the acknowledgement or confirmation after the user says something. Interactions are structured this way so that each step is self-contained. This allows you to link steps together any way you want.

Link workflow steps

Alternate Paths

Workflows support conditional branching paths, where the next intent is determined by different utterances. To create an alternate path, click the Add Alternate Path button. Add utterances that you want to go to the new intent. Set the next intent as you would other next intents.

Understanding Group ID


Testing Your Workflow

To test your workflow, click Save and Continue to go to the Preview and Publish tab. Type your trigger phrase into the chat window and try out your workflow.

Frequently Asked Questions

How do I exit out of a workflow prematurely?

When a workflow is active, the bot will nudge the user to complete the workflow. To quit the workflow, the user can use utterances like “quit”, “exit”.

Can I create multiple workflows?

You can create multiple workflows by using a different workflow id.