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You describe ",[388,389,390],"strong",{},"when"," a workflow should be used, then write the ",[388,393,394],{},"steps"," the AI follows, for example how to take a booking or close a sale.",[384,397,398],{},[399,400],"img",{"alt":401,"src":402},"AI Workflows page with the Add workflow button","/screenshots/chatbot/ai-workflows-empty.png",[404,405,406,409,410,412],"note",{},[388,407,408],{},"AI Workflows is in Beta."," It only appears in the chatbot menu for accounts that have it enabled. If you don't see ",[388,411,172],{}," under your chatbot, it isn't available on your account yet.",[414,415,417],"h2",{"id":416},"how-it-works","How It Works",[419,420,421,432,438,444,450],"ol",{},[422,423,424,427,428,431],"li",{},[388,425,426],{},"The AI picks a workflow."," On each customer message, the AI compares what the customer means with each enabled workflow's ",[388,429,430],{},"When should the AI use this?"," text. It matches meaning, not exact keywords.",[422,433,434,437],{},[388,435,436],{},"It follows the steps in order."," The AI works on one step at a time. It sends what the step says, asks the step's question, then waits for the customer's answer before moving on.",[422,439,440,443],{},[388,441,442],{},"It handles side questions."," If the customer asks something else halfway, the AI answers from your training data and AI Knowledge, then returns to the current step. It won't make up facts it doesn't have.",[422,445,446,449],{},[388,447,448],{},"It remembers answers."," Details the customer already gave are not asked again in later steps.",[422,451,452,455],{},[388,453,454],{},"It finishes."," After the last step, the chatbot goes back to its normal behaviour.",[384,457,458],{},"A few rules to know:",[460,461,462,468,474,480,491,497],"ul",{},[422,463,464,467],{},[388,465,466],{},"When no workflow matches",", your existing AI Behaviour and Closing Flow apply as usual.",[422,469,470,473],{},[388,471,472],{},"One workflow runs at a time."," If a customer asks about two things that each have a workflow, the AI handles one first and tells the customer the other comes next.",[422,475,476,479],{},[388,477,478],{},"If two workflows fit equally",", the AI asks the customer a short question to know which one they mean.",[422,481,482,485,486,490],{},[388,483,484],{},"Keywords come first."," If a message matches a ",[487,488,489],"a",{"href":182},"keyword rule",", the keyword reply is sent and no workflow runs for that message.",[422,492,493,496],{},[388,494,495],{},"The customer can leave a workflow"," by cancelling or clearly changing the topic.",[422,498,499,502],{},[388,500,501],{},"The AI may rephrase"," your wording naturally, but keeps your step order, conditions and meaning.",[414,504,506],{"id":505},"create-a-workflow","Create a Workflow",[419,508,509,515,521,528,534,553,576],{},[422,510,511,512,514],{},"Open your chatbot and click ",[388,513,172],{},".",[422,516,517,518,514],{},"Click ",[388,519,520],{},"Add workflow",[422,522,523,524,527],{},"Enter a ",[388,525,526],{},"Workflow name",", for example \"Book an installation\".",[422,529,530,531,533],{},"Fill in ",[388,532,430],{}," Describe the customer's situation, for example \"When a customer wants to book an aircond installation, or asks how to book one.\"",[422,535,536,537,540,541,544,548],{},"Turn on ",[388,538,539],{},"Enabled",". New workflows start disabled.",[542,543],"br",{},[399,545],{"alt":546,"src":547},"Workflow details with the name, When should the AI use this? and the Enabled switch","/screenshots/chatbot/ai-workflows-details.png",[549,550],"div",{"className":551},[552],"h-8",[422,554,555,556,559,560,563,564,566,573],{},"Under ",[388,557,558],{},"Steps to follow",", write Step 1. Click ",[388,561,562],{},"Add step"," for each next step.",[542,565],{},[399,567],{"alt":568,"src":569,"className":570,"width":572},"Steps to follow with four steps, Step 1 open in the editor","/screenshots/chatbot/ai-workflows-steps.png",[571],"w-auto",548,[549,574],{"className":575},[552],[422,577,517,578,581,582,585],{},[388,579,580],{},"Save Changes"," (or ",[388,583,584],{},"Save Draft"," in Playground Mode).",[587,588,589,590,593],"tip",{},"In ",[487,591,592],{"href":192},"Playground Mode",", saving goes to the chatbot's draft. Test the workflow in AI Playground, then publish the draft to Live. Outside Playground Mode, saving an enabled workflow makes it live straight away.",[384,595,596,597,600,601,604,605,608,609,612],{},"After you save a draft, you'll see ",[388,598,599],{},"AI workflows saved to draft."," and a bar with ",[388,602,603],{},"Discard"," and ",[388,606,607],{},"Publish to Live",". Disabled workflows are marked ",[388,610,611],{},"Disabled"," in the list.",[384,614,615],{},[399,616],{"alt":617,"src":618},"Saved draft with the Discard and Publish to Live bar, and a disabled workflow in the list","/screenshots/chatbot/ai-workflows-saved-draft.png",[414,620,622],{"id":621},"write-good-steps","Write Good Steps",[384,624,625,628],{},[388,626,627],{},"One step is one chatbot reply."," Write everything the chatbot should send in that reply, and end with the question it should wait on.",[630,631,632,645],"table",{},[633,634,635],"thead",{},[636,637,638,642],"tr",{},[639,640,641],"th",{},"Do",[639,643,644],{},"Don't",[646,647,648,657,665,673,681],"tbody",{},[636,649,650,654],{},[651,652,653],"td",{},"End each step with what to ask, and say \"wait for the answer\"",[651,655,656],{},"Pack several questions for different moments into one step",[636,658,659,662],{},[651,660,661],{},"Handle choices inside the step: \"If they choose A, say... If B, say...\"",[651,663,664],{},"Write \"go to Step 5\". Steps always run in order",[636,666,667,670],{},[651,668,669],{},"Put prices and fixed product lists directly in the step",[651,671,672],{},"Expect the AI to guess prices",[636,674,675,678],{},[651,676,677],{},"Add a note like \"(internal, do not send)\" for instructions the customer shouldn't see",[651,679,680],{},"Add a catch-all step like \"answer any other questions\"",[636,682,683,686],{},[651,684,685],{},"Make a separate workflow for combos, such as buying two products together",[651,687,688],{},"Squeeze every product into one long workflow",[384,690,691,694],{},[388,692,693],{},"Write the \"When should the AI use this?\" text like a customer would ask."," Include the words customers really use, and say who the workflow is not for if that matters. For example: \"When a customer wants to book an installation. Not for repair or servicing requests.\"",[414,696,698],{"id":697},"add-knowledge-media-and-variables","Add Knowledge, Media and Variables",[384,700,701],{},"The step editor toolbar lets you attach:",[460,703,704,713,719],{},[422,705,706,709,710,712],{},[388,707,708],{},"Insert AI Knowledge Reference"," (book icon) - link a document from ",[487,711,167],{"href":168},". The AI reads it when it reaches that step. You can attach up to 2 documents per step.",[422,714,715,718],{},[388,716,717],{},"Insert from Files"," (image icon) - pick a file from File Manager for the AI to send at that step, such as a catalogue or photo.",[422,720,721,724,725,727],{},[388,722,723],{},"Insert Variable"," (",[388,726],{}," icon) - insert contact or system details, such as the customer's name, which are filled in when the reply is sent.",[384,729,730],{},[399,731],{"alt":732,"src":733,"className":734,"width":735},"Select Files dialog with a product catalogue selected","/screenshots/chatbot/ai-workflows-insert-file.png",[571],460,[414,737,739],{"id":738},"generate-the-description","Generate the Description",[384,741,742,743,745,746,749],{},"Not sure what to write in ",[388,744,430],{}," Write your steps first, then click ",[388,747,748],{},"Generate",". The AI writes a short description from your steps, in the same language. Always read it and adjust it before you save.",[384,751,752],{},[399,753],{"alt":754,"src":755,"className":756,"width":572},"A description written by Generate from the workflow's steps","/screenshots/chatbot/ai-workflows-generate.png",[571],[384,758,759],{},"You can generate up to 5 times a minute.",[414,761,763],{"id":762},"copy-your-closing-flow","Copy Your Closing Flow",[384,765,766,767,581,770,773],{},"If your chatbot already has a Closing Flow, click ",[388,768,769],{},"Copy existing Closing Flow",[388,771,772],{},"Copy Closing Flow"," in the workflow list) to turn its steps into a new workflow. Review the steps, then enable it.",[414,775,777],{"id":776},"manage-workflows","Manage Workflows",[460,779,780,786,792,801],{},[422,781,782,785],{},[388,783,784],{},"Reorder steps"," with the up and down arrows on each step.",[422,787,788,791],{},[388,789,790],{},"Remove a step"," with the bin icon. A workflow needs at least one step.",[422,793,794,797,798,800],{},[388,795,796],{},"Turn a workflow off"," with the ",[388,799,539],{}," switch. It stays saved but is not used.",[422,802,803,806,807,514],{},[388,804,805],{},"Remove a workflow"," with ",[388,808,809],{},"Remove workflow",[384,811,812],{},"Changes take effect when you save.",[814,815,816],"warning",{},"If you edit, disable or remove a workflow, customers who are in the middle of it are taken out of it. They continue with your chatbot's normal behaviour.",[414,818,820],{"id":819},"test-before-going-live","Test Before Going Live",[384,822,823,824,826,827,830],{},"Use ",[487,825,191],{"href":192}," to chat through each workflow as a customer would. Start a new session with ",[388,828,829],{},"New Session"," for each test, and check important prices, timing and wording before you enable the workflow on Live.",[384,832,833],{},"In this test, the chatbot follows Step 1 and Step 2 of the \"Book an installation\" workflow. When the customer asks about warranty, which isn't in its training data, it says it doesn't have that information and goes back to asking for the date. (This demo chatbot replies in Bahasa Malaysia.)",[384,835,836],{},[399,837],{"alt":838,"src":839,"className":840,"width":841},"AI Playground conversation following the Book an installation workflow","/screenshots/chatbot/ai-workflows-playground-test.png",[571],468,[414,843,845],{"id":844},"what-workflows-dont-do","What Workflows Don't Do",[384,847,848,849,852],{},"Workflows guide ",[388,850,851],{},"what the AI says",". They don't trigger actions by themselves:",[460,854,855,860,865],{},[422,856,857,858,514],{},"To add labels, use ",[487,859,147],{"href":148},[422,861,862,863,514],{},"To hand a customer to your team, use ",[487,864,152],{"href":153},[422,866,867,868,514],{},"To look up or update data, use ",[487,869,136],{"href":137},[414,871,873],{"id":872},"limits","Limits",[630,875,876,886],{},[633,877,878],{},[636,879,880,883],{},[639,881,882],{},"Item",[639,884,885],{},"Limit",[646,887,888,896,904,911,918,926],{},[636,889,890,893],{},[651,891,892],{},"Workflows per chatbot",[651,894,895],{},"20",[636,897,898,901],{},[651,899,900],{},"Steps per workflow",[651,902,903],{},"1 to 30",[636,905,906,908],{},[651,907,526],{},[651,909,910],{},"120 characters",[636,912,913,915],{},[651,914,430],{},[651,916,917],{},"1,000 characters",[636,919,920,923],{},[651,921,922],{},"Each step",[651,924,925],{},"20,000 characters",[636,927,928,931],{},[651,929,930],{},"AI Knowledge documents per step",[651,932,933],{},"2",[414,935,937],{"id":936},"common-questions","Common Questions",[939,940,942,943,945,946,948],"collapsible",{"name":941},"I saved a workflow but the AI doesn't use it. Why?","Check that ",[388,944,539],{}," is on, and that the ",[388,947,430],{}," text matches how customers really ask. In Playground Mode, also remember to publish the draft to Live.",[939,950,952],{"name":951},"Does the AI follow my steps word for word?","No. It keeps your step order, conditions and meaning, but may rephrase naturally. Put exact prices and important wording directly in the step.",[939,954,956],{"name":955},"What happens if the customer asks something unrelated?","The AI answers the question from your training data and AI Knowledge, then returns to the current step.",[939,958,960],{"name":959},"Do I still need a Closing Flow?","Yes, if you want a default path. When no workflow matches, your AI Behaviour and Closing Flow still apply.",[939,962,964,965,514],{"name":963},"I copied my chatbot. Why are its workflows off?","When a chatbot is copied or saved as a template, its workflows are turned off so the new owner can review them. Check each one, then turn on ",[388,966,539],{},[939,968,970,971,973,974,514],{"name":969},"Does AI Workflows use tokens?","Yes. Choosing a workflow uses a small amount of AI tokens, shown as ",[388,972,172],{}," in ",[487,975,354],{"href":355},{"title":977,"searchDepth":978,"depth":978,"links":979},"",2,[980,981,982,983,984,985,986,987,988,989,990],{"id":416,"depth":978,"text":417},{"id":505,"depth":978,"text":506},{"id":621,"depth":978,"text":622},{"id":697,"depth":978,"text":698},{"id":738,"depth":978,"text":739},{"id":762,"depth":978,"text":763},{"id":776,"depth":978,"text":777},{"id":819,"depth":978,"text":820},{"id":844,"depth":978,"text":845},{"id":872,"depth":978,"text":873},{"id":936,"depth":978,"text":937},"Give your chatbot step-by-step instructions to follow when a conversation matches a situation you describe.","md",null,{},{"icon":175},{"title":172,"description":997},"Create Reply.la AI Workflows - step-by-step conversation guides the AI follows when a customer's message matches the situation you describe.","F1QluY9E8Jj_3EgfOYIIf8lGPgasuO1HK4QwlFcPO38",[1000,1002],{"title":167,"path":168,"stem":169,"description":1001,"icon":170,"children":-1},"Add text and PDF sources, then train your chatbot to use them.",{"title":177,"path":178,"stem":179,"description":1003,"icon":46,"children":-1},"Define the customer information your chatbot should remember across conversations."]