Workflows

Below is a step-by-step guide to create, configure, and test your first multi-node workflow.

NOTE: Before proceeding with the below docs, please make sure the dashboard version should be above 9.0.0

What is a workflow?

A Workflow is a powerful, customizable flow within our chatbot that lets you automate multi-step actions and responses based on user input or real-time data. It's designed to help you move beyond static answers and deliver dynamic, data-driven conversations.

With workflows, you can:

• Fetch and show real-time data (like order status, CRM info, appointment slots)

• Trigger specific actions like API Calls.

• Guide users through multi-step decision trees based on their responses.

Below are the list of nodes/steps available:

• Text Node Serves as the conversational entry point: it displays messages, prompts for user input, or captures free-form responses. Use it to guide users, collect data, or provide contextual information at any stage of the workflow.

• Action Node Executes a specific task or integration—invoking an external API. It processes inputs, performs side effects, and can pass results onward to subsequent nodes.

• Condition Node Evaluates logical rules or data conditions (e.g., “if user selected X” or “if order value > $100”). Based on the outcome, it branches the workflow along different paths, enabling tailored, decision-driven experiences.

1. Create a New Workflow

1. Navigate to the Workflow section from the Navbar.

2. Click the “Create New Workflow” button to open a modal.

3. Fill in the Workflow name, Trigger Condition and add items in the Deny List(optional), then click on Save.

Workflow Trigger Condition - A Workflow Trigger Condition specifies the exact event or signal that kicks off a workflow. For instance, defining the trigger as “user intends to book a meeting” means the chatbot will automatically launch the meeting-booking workflow whenever it detects language indicating a user is trying to schedule a meeting. Upon activation, the chatbot outputs the first node of the flow—the designated starting point for every workflow.

Workflow Deny List - A Workflow Deny List is a collection of specific phrases or intents that should be excluded from triggering a workflow. This helps avoid accidental or conflicting workflow triggers when similar phrases are used in different contexts.

Example: Suppose you have live chat enabled, and you've also set up a workflow to schedule appointments. You can add a phrase like "I need to talk" to the deny list. This ensures that when users are simply trying to initiate a conversation, it doesn't accidentally trigger the appointment scheduling workflow.

You will now be redirected to the workflow canvas. You’ll encounter a Helper Node—your on-screen guide that clearly outlines each available node type and its purpose.