How to Use the Workflow Feature
Workflow Feature Knowledge Base
The Workflow feature is a type of keyword chatbot that automates responses and actions based on user-defined keywords and conditions. It is an essential tool for any type of business—restaurants, support teams, product selling, and more. By leveraging workflows, you can automate tasks, save time, and enhance customer engagement.
1. What is the Workflow Feature?
Workflow is a keyword chatbot that triggers automated actions or messages when specific keywords are detected in conversations.
It is ideal for:
Restaurants: Automate order updates, booking confirmations, and customer inquiries.
Support Teams: Provide quick responses to frequently asked questions.
Product Selling: Automate product information, order status, and promotions.
Why Use Workflow?
Saves time by automating repetitive tasks.
Enhances efficiency in customer interaction.
Improves response time and customer satisfaction.
2. Accessing the Workflow Feature
Navigate to the Workflow Settings section in your platform.
Click on "Add Workflow" to create and configure a new workflow.
3. Creating a New Workflow
Workflow Name
Enter a clear and descriptive name for the workflow, e.g., “Welcome Workflow” or “Order Automation.”
Execution of Workflow
Choose how the workflow will operate:
One to One: For individual chats.
Groups: For group conversations.
Select:
Execute for Every New Chat: Trigger the workflow every time a chat starts.
Execute for Selected Keywords: Activate the workflow when certain keywords are detected.
Workflow Status
On: Activates the workflow for immediate use.
Off: Saves the workflow but keeps it inactive.
Add Keywords
Add Keywords: Specify keywords that will trigger the workflow.
Execute for Specific Words: Define words that must appear in a message for the workflow to activate.
Options:
Case Sensitive: Match keywords with exact case.
Reply on Specific Day: Execute the workflow only on designated days.
Workflow Execution Count: Limit how many times the workflow can activate for one-to-one chats.
4. Automating Messages
Send Message
Enable Send Message to set up automated replies.
Message Configuration
Click “Add Message” to create a new message template.
Template Type: Select “Message” for a simple text response.
Message Content:
Write the response text.
Use variables (e.g., name, phone number) for personalized replies.
Sending Delay:
Minimum Seconds: Set the minimum wait time before sending the message.
Maximum Seconds: Set the maximum wait time.
5. Additional Workflow Actions
Custom Tab Actions
Add or remove contacts from custom chat tabs:
Add Contact: Add users to a specific custom tab.
Remove Contact: Remove users if they are already part of a tab.
Group Actions
Note: Admin permissions are required for group actions.
Add into Groups: Automatically add users to designated groups.
Remove from Groups: Remove users from specific groups.
Labels Actions
Add into Label: Categorize users by adding them to specific labels.
Remove from Label: Remove users from labels.
Other Actions
Archive Chat: Automatically archive conversations.
Block Chat: Block unwanted or inappropriate chats.
6. Save and Deploy Workflow
Click “Save” to activate the workflow.
Click “Cancel” to discard any changes.
7. Why Workflows are a Game-Changer for Your Business
Workflows act as chatbots that provide automated solutions for businesses:
Restaurants: Send menus, booking confirmations, and promotions automatically.
Support Teams: Handle FAQs, ticket creation, and status updates.
Product Sellers: Share product details, order tracking updates, and offers instantly.
Key Benefits:
Automates repetitive processes.
Saves significant time for your team.
Improves customer satisfaction with instant responses.
Streamlines operations, making your business more efficient.
8. Best Practices for Workflows
Use Clear Keywords: Choose specific and relevant keywords for triggers.
Set Message Delays: Ensure messages appear natural and human-like.
Personalize Responses: Use dynamic variables for customer names and details.
Test Before Going Live: Run tests to verify the workflow’s performance.
The Workflow Feature is a powerful tool to automate conversations, manage customer interactions, and save time, making it one of the best features for any type of business.
For further assistance, refer to support or the advanced workflow documentation.
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