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Workflows in ChatFrom

Updated

Drawing customer flows on a canvas: when you need a workflow, the steps it can have, the ready-made paths, and how it works in chat apps.

What is a workflow?

A workflow is a visual editor for your customer flows, with a path for every scenario. You draw the steps on a canvas like a flowchart, and the chatbot follows them, without anyone writing code. For example, it can always ask for the order number before looking up an order, or pass every refund request straight to a person.

Do I need a workflow?

Most chatbots do not. Out of the box, every chatbot uses the Default loop: it looks in your knowledge, writes an answer, and uses one of your tools whenever it needs to. That works well for most businesses. A workflow is for when you want control over the order of steps for certain kinds of request.

What steps can a workflow have?

  • Condition: works out what the visitor wants and sends each kind of request its own way.
  • Ask the Visitor: asks a question, with buttons to tap or a box to fill in.
  • Knowledge Search and Chat Model: search your knowledge and write an answer.
  • Tool Call: uses one of your tools.
  • Send Message: sends a fixed message.
  • Human Handoff: passes the conversation to a person.

Are there ready-made paths?

Yes. A ready-made path brings every step for one kind of request at once:

  • Orders (Shopify)
  • Subscriptions (Stripe)
  • Save a lead (Google Sheets)
  • Book a meeting (Cal.com or Calendly)
  • Call-back booking
  • Hand-off to a person

Each one works once its tool is connected or switched on under Tools.

How do I build one?

  1. Under Workflow, choose Workflow. You start from the default loop's steps, so you build on what already works.
  2. Add steps, start from a template, or add a ready-made path.
  3. Save. Nothing changes for your customers until you do.

If you replace a workflow later, the old one is kept under Earlier versions, so you can bring it back; the newest 20 are kept. A workflow can have up to 40 steps.

How do workflows work in chat apps?

The same as on the website. When a workflow asks the visitor to choose, the options appear as buttons in WhatsApp, Telegram, Slack, Discord and Crisp, and as numbered text by email.