Workflows
Workflows that ask, check and route every enquiry
Ready-made processes run the conversation: they ask the right questions, check your rules and book. Rules sort your inbox: they tag, prioritise and assign every message. No code, and a test run before it goes live.
- From Starter
- No code, no flowchart to draw
- Tested before it goes live
A worked example of a rule. When a new message arrives on any channel and it mentions a refund or a double charge, the conversation is tagged Billing, set to urgent priority and assigned to the billing desk. Otherwise a reply with options is posted.
Worked exampleThe rule, the tag and the message are an example. Every action shown works today.
Two kinds
Processes run the conversation. Rules sort the inbox.
Both are set up in the portal, without code. Most teams use one of each.
A process
Talks to the customer one question at a time, checks your rules, offers real times and books, or hands the conversation to a person. 24 are published to install and configure.
Browse the processesA rule
Watches every new conversation and message, and tags it, sets its priority, posts a message or assigns it to a teammate, so nobody sorts the inbox by hand.
See the inbox it sortsReady-made processes
24 processes, 6 shapes, 11 kinds of step
Every published process is built from the same small set of shapes and steps, so each one can be tested before it goes live.
You go to them
Check the postcode is one you cover, find out what the job is and how urgent, take contact details, offer times you are genuinely free, and book it.
They come to you
Find out what they want booked, take their details, offer real open times on your own clock, and book it. No postcode question, because a salon has no catchment.
Get it to the right person
Nobody is booking anything. Work out what the enquiry is about, name the team that handles it, take contact details, and hand it to a person.
Change an existing appointment
Find the appointment they already have, then move it or cancel it, behind a confirmation, because it is the one step that undoes something.
Capture a job to be quoted
Take the details of a job in your own questions, read the language pair back so a typo is caught while they are still there, and hand it over for a quote.
Get a person on it now
The job cannot wait for a diary. Check you cover the address, find out what happened, take a number that dials, and put a person on it. It books nothing, on purpose.
The steps every process is made of
- StartBegins when a message matches the job the process is for.
- Ask a questionOne question at a time, worded from your own services.
- Say somethingTells the customer something: a price, a time, what happens next.
- Branch on the answerTakes a different path depending on the answer.
- Run an actionCalls one of your own AI actions, for something only your system knows.
- Check a business ruleRuns a rule you set and branches on the result. No model decides it.
- Offer available timesReads real openings from your hours and the appointments already in.
- Find an existing bookingFinds the appointment a customer already has.
- Book, move or cancelBooks, moves or cancels, protected against double booking.
- Hand to a personGives the whole conversation to a person.
- FinishFinishes, and records which ending it reached.
Templates
29 starting points, grouped by what you want done
Setup in the portal starts with your goal, then offers these. Pick one and fill it with your own details.
Book something
- Hotel
- Car wash
- Salon
- Clinic
- Personal training
- Home-service visit
- Professional consultation
- Restaurant reservation
Help people choose
- Store assistant
- Electronics
- Fashion
- Furniture
- B2B catalogue
- WooCommerce shop
Answer questions
- Business FAQ
- Product knowledge
- Documentation
- Website concierge
- Policy
Capture leads
- Service lead qualifier
- Real estate
- B2B sales
- Quote request
- Demo request
Support customers
- General
- Orders
- Technical
- Account
- After-sales
Rules
What starts a rule, and what it can do
Pick when it runs and what it does, in the portal, without code.
When
- A new conversation starts Ready to use
- A new message arrives Ready to use
Then
- Assign it to an agent Ready to use
- Post a message into the conversation Ready to use
- Tag the conversation Ready to use
- Change its priority Ready to use
Tested, then recorded
A test run before it goes live. A record of every run after.
Every run keeps its own timeline: which step ran, what the customer answered, which rule decided what, and how it ended.
How a run can end
- Appointment booked
- Enquiry captured and routed
- Handed to a person
- Outside the area you cover
- Nothing free: handed to a person
Every ending is recorded, so you can see why a conversation went the way it did.
Plans
Where each part of workflows starts
- Ready-made processes and rulesFrom Starter
- Rule checks on coverage, phone numbers and free timesFrom Starter
- AI actions that call your own systemFrom Starter
- Outbound campaignsFrom Starter
FAQ
Questions about workflows, answered
Including whether you need to code anything.
Do I need to code or build a flowchart?
No. You pick a ready-made process or template and fill it with your own services, hours, coverage and wording in the portal, with no code to write.
What is the difference between a process and a rule?
A process runs the conversation with the customer: it asks questions, checks your rules, offers times and books, or hands over. A rule sorts your inbox: when a conversation starts or a message arrives, it can tag it, set its priority, post a message or assign it to a teammate.
What starts a workflow?
A process starts when a customer’s message matches the job it is for. A rule starts when a conversation begins or a new message arrives.
Can I test a workflow before customers see it?
Yes. Every workflow gets a test run before it goes live, and every real run keeps a record of each step, what the customer answered, which rule decided what and how it ended.
What happens if a step cannot finish?
No times free, a booking that fails, or an appointment it cannot be sure it found: the conversation goes to a person with everything collected so far. A postcode you do not cover ends politely, in your own words.
Can a workflow use my own system?
Yes. An AI action calls your own endpoint in the middle of a process, so it can use something only your system knows. AI actions start from Starter.
Which plan do I need?
Processes and rules start from Starter. The free plan answers questions from your content, and your team can take over from the inbox.
Start free
Install a process. Fill it with your rules.
Start on the free plan and put the AI agent on your website today. Switch on processes and rules when you want it to ask, check and route for you.
Free plan, no card.