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Workflows

Creating a Workflow
Create and test a Workflow, then build an enrollment Workflow with ordered Tasks. Read the transcript

Start with a useful prompt and business facts, then organize an enrollment process with ordered Tasks. This lesson uses a synthetic clinic example; adapt the prompts and Forms to your own approved process.

Before You Begin​

  • Have a Workspace Manager role and a business facts File you are allowed to use.
  • For the multi-step example, identify the Form, consent field, and calendar appointment types your process needs.

Create and Test the First Workflow​

  1. Open Workflows and create a Workflow with a clear name and prompt.
  2. In Abilities, add File Access and select the business facts File. Give the Workflow only the File access it needs.
  3. Open Evaluate, choose a test persona and Manual, then ask a question answered by the File. Compare the response with the source facts.
  4. Publish the version after the answer is correct. Continue editing the draft when you want to make changes; the published version remains the active snapshot until you publish another.

Build an Enrollment Workflow​

  1. Create a separate Workflow with a prompt to collect contact details and permission to contact. Rename its Start Task to Enrollment and use the prompt as that Task's instructions.
  2. Add Form Access to Enrollment and select the enrollment Form. Allow the record actions the Task needs to save and correct these fields.
  3. Add an Insurance Task after Enrollment. Add a connection condition that requires contact consent, and set Take this path to Right away. Add Form Access for the insurance Form. See Using CEL Expressions for condition placement and worked examples, and the Developer CEL reference for context-specific variables and functions.
  4. Add a consultation Task after Insurance. Give it a focused booking prompt, then add Calendar Booking for each calendar and appointment type the Task may offer.
  5. Test both paths: missing or false consent should keep the Workflow at Enrollment; consent should allow progression. Confirm collected details and a test booking before publishing.
  6. If routing member phone calls, set the Members rule on the phone line to this Workflow. Set the Workflow's outbound default separately if it should choose which number outgoing calls use.

What You Should See​

The first Workflow answers from its prompt and permitted File. The enrollment Workflow has ordered Tasks, a consent-gated connection, task-specific abilities, and a tested booking path. Publish only after reviewing both paths.

Prompts, Tasks, and Abilities​

A simple Workflow can answer from its prompt without Tasks. For a structured process, use Tasks with their own instructions and abilities, connect them, and select the starting Task. Convert to multi-step workflow adds Tasks to an existing simple Workflow.

Add an ability to the Workflow when every Task needs it, or to one Task when its use belongs only at that step. For example, give Calendar Booking to the booking Task and Form Access to the Task that collects the relevant fields. See Abilities for each ability's configuration and Forms for record ownership and fields.

You can copy Assistant settings from an Agent or another Workflow revision when creating a Workflow. This is a starting copy; later changes to the source do not update this Workflow.

Who Can Start a Workflow​

Workspace Members can start a Workflow unless it has a Member Role Gate. To restrict entry, add that ability to the Workflow, select the admitted roles, and choose the message shown to Members outside those roles. The gate applies when an Assignment starts, including entry through a Chat, phone, SMS, Site, Journey, or API. Workflow owners, Members with workflows:admin, and Members with an applicable explicit access grant retain their access.

You must be allowed to use the Inbox, Calendar or Form when configuring the Workflow. Members running it do not need separate grants to those resources. Form records still follow ownership and access rules.

The gate belongs to the Workflow revision. Test both an admitted Member and a Member outside the selected roles before publishing that revision.

Active Revisions​

New Chats and Assignments use the active revision. Once started, they stay on that revision even if you activate another one.

Before the first publish, the draft is live: saved edits affect new Chats immediately. Keep new Workflows disconnected from live channels while building and testing them. Publishing freezes a numbered revision, makes it active, and gives you a fresh draft for further edits.

After publishing, edits stay in the draft until you publish another revision. Activating the draft from revision history makes edits live again; the confirmation warns you before this change.

Publishing a Revision​

  1. Review the draft's prompts, Tasks, abilities, Forms, connections, and channel settings.
  2. Test the expected outcome and any fallback or consent-gated paths.
  3. Choose Publish, add a label and notes describing the change, and confirm.

Publishing activates the new revision for new work. Existing Chats and Assignments continue using their starting revision. The API also supports publishing without activation; see the Workflows API.

Viewing and Comparing Revisions​

Open revision history to inspect a published revision or compare two revisions. Published content is read-only; you can edit its label and notes without changing the frozen Workflow.

Choose Make active on a published revision to roll back or switch what new Chats use. This does not publish your draft. Read evaluation results alongside the revision they tested.

Discarding Draft Changes​

Choose Discard draft changes to reset the draft to the active revision. In the confirmation:

  • Publish draft first preserves the edits as a numbered revision without activating it, then resets the draft.
  • Discard draft changes permanently deletes the unpublished edits, including sticky notes and canvas layout. Published revisions remain available.

Discarding is unavailable when the draft has no changes or is itself live. If existing Assignments still use the draft, publish it before starting a new draft.

Configuring Channels​

Set the Workflow's outbound phone number and email Inbox in its settings. Configure inbound routing on the phone line or Email Inbox separately. A Workflow's outbound default does not decide which Workflow an incoming call uses.

For a visitor-facing experience, connect the Workflow to a Site. Review its Member Role Gate and connected resources before enabling live access.

Tracking Progress (Assignments)​

An Assignment records a Member's progress through a Workflow: its current Task, starting revision, and outcome. Open the Workflow's Assignments view to find the Member's progress and associated Chat.

To inspect response ratings or feedback volunteered during a Chat, use Collect Workflow Feedback. That guide owns the rating, User Feedback ability, and review steps.

Cloning Workflows​

  1. In the Workflows list, open the Workflow's menu and choose Clone.
  2. Name the new Workflow and create it.
  3. Review its Tasks, connections, abilities, scenarios, channel settings, and access before publishing.

The clone includes active scenarios and their active grading criteria. Archived scenarios, archived criteria, and previous test runs are not copied. Scenarios are independent copies, while shared Workspace personas remain shared.

Phone numbers, Inboxes, and app-connection credentials belong to the Workspace. Verify the clone's connected resources rather than assuming it is ready for live use. When rebuilding in another Workspace, use the new Workflow's UUID; a Workflow UUID from the source Workspace will not identify the new one.

Troubleshooting​

Changes Are Missing from a Chat​

Check whether the Chat started before the new revision became active. Existing Chats keep their starting revision. For new Chats, compare the active revision with the draft and publish the reviewed changes.

A Task Does Not Advance​

Review its completion goal and outgoing connection conditions. Confirm the Task has the abilities it needs and that record ownership and scope allow the operation. Test a matching path and a nonmatching path before publishing.

A Workflow Cannot Be Found​

Confirm the Workflow belongs to the same Workspace as the Chat or request. Check the active revision and the acting Member's access. A copied UUID from another Workspace cannot be used here.