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Workflows let you create structured, step-by-step behaviors that the agent follows when handling specific types of requests. Instead of relying solely on the system prompt, workflows give the agent a detailed playbook for each scenario.

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How workflows work

  1. You create a workflow in the dashboard with a name, description, and detailed content.
  2. The agent sees available workflows as “skills” it can activate.
  3. When a user’s request matches a workflow, the agent uses the generate_workflow tool to follow the defined steps.

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Creating a workflow

1

Navigate to Workflows

Go to Workflows in the dashboard sidebar.
2

Create a new workflow

Click New Workflow and fill in:
  • Name — a short label the agent uses to identify the workflow (max 64 characters)
  • Description — when the agent should activate this workflow (max 1024 characters)
  • Content — the full step-by-step instructions (max 50K characters)
3

Test it

Open the chat widget and ask a question that should trigger the workflow. The agent will follow the defined steps.

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Example workflows

Guide the agent through collecting order details, verifying eligibility, and processing the refund via a custom action.
Walk new users through account setup, feature discovery, and initial configuration step by step.
Define a diagnostic flow: collect symptoms, check known issues, escalate if unresolved.

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AI-assisted workflow generation

The dashboard includes an AI assistant that helps you draft workflow content. Describe what you want the workflow to do and the assistant generates the step-by-step instructions for you.

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Limits