Workflows
A process is the part a chatbot never finishes.
A workflow is one job your business does over and over — booking a callout, moving an appointment, getting a question to the right desk. EzyConn asks the questions in a fixed order, checks the answers against rules you set, and stops with a real result rather than a friendly sentence.
- published processes
- 24published processes
- shapes they are built from
- 6shapes they are built from
- step types
- 11step types
- complete end to end
- 9complete end to end
- with a limit we publish
- 15with a limit we publish
Why it matters
The expensive part of an enquiry is not the answer. It is the six-message back-and-forth that has to happen before anybody can act: what exactly, where exactly, how soon, what is your number, is that time any good.
A chatbot that answers well still leaves all of that on your desk, usually as a transcript somebody has to read. A workflow takes it instead — in a fixed order, with your own coverage and availability rules applied on the way through — and hands you an appointment or a qualified enquiry rather than a conversation.
The order is not decoration. Coverage is checked before contact details are asked for, so nobody hands over a phone number for a job you were never going to take.
How a run can end
Every process declares the endings it can reach, and every run records which one it got to.
- Appointment booked
- Appointment moved
- Appointment cancelled
- Outside the area you cover
- Nothing free — handed to a person
- Handed to a person
- Enquiry captured and routed
- Visitor left
- Something went wrong — handed to a person
- No matching appointment — handed to a person
- More than one match — handed to a person
How it works
Eleven kinds of step. That is the whole vocabulary.
Every one of the published processes is these eleven arranged differently. There is nothing else in the box, which is why a process cannot be advertised that the engine will not run.
- Start
- Where the process begins, when a message matches the job it is for.
- Ask a question
- One question at a time, worded from your own list of services.
- Say something
- Tell the customer something — a price, an opening time, what happens next.
- Branch on the answer
- Take a different path depending on what they just said.
- Run an action
- Call one of your own AI Actions, so the process can use something only your system knows.
- Check a business rule
- Run a rule you set, and branch on the result. No model is involved in the decision.
- Offer available times
- Read real openings from your hours, your timezone and the appointments already in the diary.
- Find an existing booking
- Find the appointment a customer already has, from the details they gave.
- Book, move or cancel
- Write the appointment, or move it, or cancel it — with double-book protection.
- Hand to a person
- Give the whole conversation to a person, transcript attached.
- Finish
- Finish, and record which ending it reached.
- Tell someone what happenednot a step
- Any step can leave a notification behind it — to the customer, to you, or to both.
The step that makes the difference
Check a business rule.
Three questions in every booking process are answered by a rule, not by a model. Same input, same answer, every time — and no chance of a confident sentence about a postcode you have never served.
Do we cover this postcode?
Is this a number that actually dials?
Is this time still free?
Your coverage rule is a list of postcodes or a set of postcode prefixes. It is not a radius — a radius is refused outright — and one workspace covers one country, from the 23 supported.
Who uses it
Three processes each, across eight industries.
Home services
3 processes · 1 complete
HVAC, plumbing, electrical and any trade that drives to the customer.
Automotive
3 processes · 2 complete
Mobile mechanics and independent workshops.
Aesthetics & beauty
3 processes · 1 complete
Salons, spas and clinics booking treatments.
Retail & showroom
3 processes · 2 complete
Consultations, quotes and purchase appointments.
Dental
3 processes · 1 complete
New patients, appointment changes and treatment enquiries.
Healthcare
3 processes · 1 complete
Appointment scheduling and patient routing for practices.
Wellness & fitness
3 processes · 1 complete
Studios, gyms and practitioners booking sessions.
Translation & interpretation
3 processes · 0 complete
Agencies capturing jobs and booking interpreters.
What it can do
24 processes, from 6 shapes.
A heating callout and an appliance repair are the same shape carrying different words. That is why adding a trade is configuration rather than a rebuild.
You go to them
3Check 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
7Find 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
6Nobody 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
6Find 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
1Take 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
1The 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.
All 24 are published with the questions they ask, the rules they check and the status they hold — 9 complete and 15 carrying a named limit printed beside them.
Automations
Separate from processes, and much smaller.
Alongside the catalogue there is a simple “when this happens, do that” layer. Two of its nine starting points work and four of its five actions work. Here is exactly which.
| A new conversation starts | Available now |
|---|---|
| A new message arrives | Available now |
| A conversation is assigned | Not built yet |
| A conversation is resolved | Not built yet |
| A conversation goes quiet | Not built yet |
| On a schedule | Not built yet |
| A customer detail changes | Not built yet |
| Sentiment crosses a threshold | Not built yet |
| An intent is recognised | Not built yet |
| Assign it to an agent | Available now |
|---|---|
| Post a message into the conversation | Available now |
| Tag the conversation | Available now |
| Change its priority | Available now |
| Create an in-app notification | Not built yet |
What it works with
A process can call one of your own AI Actions mid-run, so it can read something out of your system before it decides what to say next.
On the way out, sixteen real events — every booking created, confirmed, moved, cancelled or completed, every conversation opened and closed, every contact created — leave through Zapier or a signed webhook to your own endpoint.
There is no CRM, dealer-management, practice-management, EHR, order-management or field-service connector, and no calendar sync. Everything else goes out through Zapier or a webhook.
What plan includes it
Workflows turn on at Starter.
The catalogue, the rule checks, the availability lookup and the booking step are all part of the same module. Below that tier the agent still answers; it just does not run a process to a finish.
- Install and run a published process
- Starter
- Deterministic rule checks on coverage, contact format and availability
- Starter
- AI Actions, so a process can call your own endpoint
- Starter
- Outbound campaigns
- Starter
The number of workspaces and connected integrations you can run at once is capped on every tier. The pricing page has the figures.
Read this before you buy
What workflows cannot do.
The limit: There is no drag-and-drop workflow builder. The visual canvas in the portal is read-only by design — the engine ignores its layout entirely — so you install a process from the published catalogue and configure it with your own services, hours, coverage and wording. If you were expecting to draw a new flow from scratch, EzyConn is not that tool.
Two starting points, not nine
An automation can run when a conversation starts and when a message arrives. It cannot run on a schedule, on detected sentiment, on a recognised intent, on a resolution, or on a customer detail changing. Those exist as settings with nothing behind them.
One action is unreachable
Assigning an agent, posting a message, tagging and setting priority all work. Creating an in-app notification from an automation does not — the platform rejects it.
15 of 24 stop short of something
Each carries a named reduction, published on its own page beside the promise. Read the one you plan to use before you buy on the strength of its title.
Coverage is postcodes, never a radius
A list of postcodes or a set of prefixes. A radius in miles is refused outright, and one workspace covers one country out of the 23 supported.
Three services, in your own words
A workspace configures up to three services with their own labels, lengths and prices. A business with a longer menu will not fit it into a booking process.
A process is chosen, not commissioned
You pick the process whose shape matches your job. It is worded from your configuration, not written bespoke for your trade, and we describe it that way everywhere on this site.
Read the process you would actually run.
All 24 are published with their questions, their rules, their endings and their limits. Nothing is held back for the sales call.