Workflows
Build guided button and form journeys that walk customers through menus, lead capture, and booking requests.
Workflows#
Sometimes a free-form conversation isn't the fastest path. Workflows let you build guided journeys — tappable buttons and short forms that walk customers step by step through a product menu, a lead capture, a booking request, or any common path. Find them under Automations > Workflows.
When to Use a Workflow#
- Presenting a menu of options ("What can I help with today?")
- Collecting lead details in a predictable order
- Guiding a booking or service request
- Channel-friendly journeys where tapping is easier than typing
Your agent can offer a workflow at the right moment, then return to natural conversation once the workflow is done.
Building a Workflow#
- Go to Automations > Workflows.
- Click New Workflow and give it a clear name.
- Add steps:
- Buttons — present a set of choices the customer can tap
- Form fields — collect specific details
- Branches — send customers down different paths based on what they choose
- Save the workflow.
Once saved, the agent can present the workflow inside any conversation, on the channels you've connected.
Workflows vs. Forms vs. Procedures#
| Use | Reach for |
|---|---|
| Tappable buttons and branching paths in chat | Workflows |
| A structured set of fields for a specific request | Custom Forms |
| A complete multi-step AI playbook with actions and handoff | Procedures |
These work together: a workflow can lead into a form, and a procedure can present either when it needs a guided customer path.