Business Processes
Author reusable, multi-step workflows for any customer goal — bookings, orders, claims, applications — in plain language.
Business Processes#
A Business Process is a reusable workflow template for a customer goal. Instead of scripting every reply, you describe the outcome you want and the steps to get there. Your agent then follows the process whenever a matching conversation comes up — collecting the right details, calling the right actions, and handing off to a human when your rules say so.
Find them under Automations > Processes.
What a Process Defines#
| Part | Purpose |
|---|---|
| Trigger | When the process should start (the customer goal it serves) |
| Steps | The ordered things the agent should do or collect |
| Required details | Information the agent must gather before completing |
| Capabilities | The jobs the process relies on (booking, payment, delivery, lookup) |
| Handoff rules | When to pause the AI and bring in a human |
| Completion rules | What "done" looks like, and what to log or notify |
Because a process is built from capabilities rather than specific providers, the same "book a service with a deposit" process works whether your payment link comes from one provider or another. See Automations Overview for how Actions, Capabilities, and Processes fit together.
Creating a Process#
- Go to Automations and open the Processes tab.
- Click New Process.
- Give it a clear name (e.g., "Book a haircut", "Process a refund").
- Describe, in plain language, when it should run and the steps to follow.
- Link the capabilities it needs — for example, Booking, Payment Verification, or a Custom Form.
- Set your handoff and completion rules.
- Save and test it in the Playground.
Example: Booking With a Deposit#
Goal: Customer wants to book an appointment that requires a deposit
Steps:
1. Ask which service and preferred date/time
2. Check availability (Booking capability)
3. Collect the customer's name and contact
4. Send a deposit payment link (Payment capability)
5. Confirm the booking once payment is verified
6. Notify the team and log the appointment
This single process composes two capabilities (booking + payment) without you writing any code or a separate "deposit paid" feature.
Best Practices#
- One goal per process — keep each workflow focused on a single customer outcome.
- Be explicit about handoff — tell the agent exactly when a human should take over (e.g., "if the customer disputes a charge").
- Collect only what you need — fewer required details means fewer drop-offs.
- Test before you launch — run the process in the Playground with realistic, messy customer messages.
- Reuse capabilities — lean on existing actions instead of duplicating logic across processes.