Workflow

The Workflow feature provides a visual interface for managing your AI assistant's conversation flow and tool configuration. Use the interactive flowchart to understand how your assistant routes calls, transfers to specialists, and executes actions throughout a conversation.

Workflow helps you:

• Visualize conversation flow - See how your assistant connects tools and actions.
• Manage assistant tools - Add, edit, and configure tools like Transfer and Hang Up.
• Understand call routing - Track how calls move through your system.
• Optimize assistant behavior - Identify and improve conversation paths.

To access the Workflow interface:

1. Navigate to AI Assistants in the portal.
2. Select your assistant from the list.
3. Click the Workflow tab in the assistant editor.

The Workflow tab displays:

• Tools section - List of configured tools with edit/delete options.
• View Flowchart button - Opens the visual flowchart interface.

The Tools section shows all tools configured for your assistant. Each tool can perform specific actions during conversations.

1. Click Add tool in the Workflow tab.
2. Select a tool type:
   • Webhook - Connect to external services.
   • Handoff - Transfer to another AI assistant.
   • SIP Refer - Transfer using SIP protocol.
   • Send DTMF - Send touch-tone signals.
3. Configure the tool's settings.
4. Save your changes.

1. Locate the tool in the Tools list.
2. Click the edit icon (pencil).
3. Update the tool configuration.
4. Save your changes.

1. Locate the tool in the Tools list.
2. Click the delete icon (trash).
3. Confirm the deletion.

warning

Deleting a tool removes it from your assistant's capabilities. Ensure the tool is not critical to your conversation flow before removing it.

The flowchart view provides a visual representation of your assistant's conversation flow.

Assistant node (top of diagram)

• Represents your main AI assistant.
• Shows the assistant name.
• All conversation flows start from this node.

Tool nodes (connected nodes)

• Represent configured tools.
• Color-coded by tool type.
• Display tool name and configuration details.

Connection arrows

• Show how tools connect.
• Color-coded to indicate relationships:
  • Purple - Transfer connections.
  • Red - Hang Up connections.
  • Blue - Other actions.

Control panel (bottom right)

• Zoom In (+) - Enlarge the flowchart.
• Zoom Out (-) - Shrink the flowchart.
• Fit View - Auto-fit the entire flowchart to your screen.

• Zoom - Use the control panel or mouse wheel.
• Pan - Click and drag the canvas.
• Inspect nodes - Hover over nodes to see details.
• Navigate back - Click "Back to Assistant" to return to the Workflow tab.

Create workflows that route callers to different departments based on their needs:

Main Assistant
├── Sales Department Transfer
├── Support Department Transfer
├── Billing Department Transfer
└── Hang Up

Design workflows that prioritize urgent situations:

Emergency Hotline Assistant
├── Critical Emergency Transfer (Immediate)
├── Non-Critical Transfer (Queue)
├── Information Only (Continue conversation)
└── Hang Up

Build workflows for scheduling and confirmation:

Scheduling Assistant
├── Check Availability (Webhook)
├── Book Appointment (Webhook)
├── Send Confirmation (Webhook)
├── Transfer to Human Agent
└── Hang Up

• Keep flows simple - Avoid overly complex routing.
• Limit transfer targets - Too many options confuse callers.
• Test thoroughly - Verify all paths work as expected.

• Name tools clearly - Use descriptive labels (e.g., "Emergency Veterinary Services" instead of "Transfer 1").
• Add descriptions - Provide context for when each tool should be used.

• Review flowcharts regularly - Ensure flows match business needs.
• Analyze call patterns - Identify frequently used paths.
• Update as needed - Adjust tools based on caller behavior.

• Minimize transfers - Reduce how often callers are transferred.
• Provide context - Ensure transferred calls include relevant information.
• Always offer exit - Include Hang Up option when assistance is complete.

Basic pattern for routing to departments:

1. Assistant greets caller.
2. Assistant determines caller's need.
3. Assistant transfers to appropriate department or continues conversation.
4. Caller receives assistance or hangs up.

Escalation pattern for complex issues:

1. Assistant attempts to resolve issue.
2. If unresolved, transfer to Level 1 support.
3. If still unresolved, transfer to Level 2 specialist.
4. Issue resolved or callback scheduled.

Pattern for collecting data before routing:

1. Assistant greets and identifies purpose.
2. Assistant gathers required information.
3. Assistant uses webhook to validate/process data.
4. Assistant routes to appropriate destination or confirms completion.

• Integrations - Learn how to connect external services that appear in your workflow.
• Agent Handoff - Understand how to transfer between multiple AI assistants.
• Dynamic Variables - Pass data between workflow steps.
• Testing Assistants - Test your workflows before deploying to production.