TABLE OF CONTENTS

• Why Workflows?
• Modular blocks of a workflow
• Types of workflows
• View created workflows

Workflows extend your AI Agent's ability to think, reason, and act—automating complex tasks like order cancellations or subscription updates. While Knowledge answers questions, Workflows perform actions, collecting details, checking conditions, calling APIs, and handing off when needed.

Why Workflows?

When a customer asks, “How do I cancel my order?” — Knowledge can guide them with a solution article or source files and URLs. But with a Workflow, your AI Agent can actually perform the cancellation — collecting the order ID, verifying eligibility, and confirming the action.

That’s the key difference: Knowledge inform, while Workflows act.
Together, they help your AI Agent resolve queries and perform real-world tasks without human intervention.

Modular blocks of a workflow

Workflows define how your AI Agent interacts with customers and systems — step by step.
They’re made up of modular blocks that let the AI Agent:

• Collect customer details (like order ID or email)
• Check conditions (e.g., “Is the order shipped?”)
• Perform API actions (fetch or update information from connected systems)
• Transfer conversations to a live agent when needed
  
  

Each Workflow follows a logical path, ensuring accuracy, consistency, and faster query resolution.

Types of workflows

1. Workflow Library: Pre-built Workflows deliver instant value with ready templates for common scenarios like order status or refunds.
2. Workflow Builder: Custom Workflows via Builder let you craft unique logic for specific business needs.

Both types follow logical paths for accuracy and speed.

1. Workflow Library

Pre-built Workflows are ready-to-use automation templates for common business scenarios.
They come with preconfigured steps that you can deploy instantly or customize to fit your setup.

For example, the Order Status Workflow can:

• Collect the customer’s order ID
• Fetch order details from your order management system
• Display the current status or delivery date
• Hand off the conversation to an agent if manual review is needed
  
  

This enables your AI Agent to handle routine queries efficiently, allowing your human agents to focus on more complex issues. You can find the list of Pre-built workflows by going to AI Agent Studio >  Library > Workflows > Pre-built Workflows.

Benefits of Pre-built Workflows

• Faster setup: No need to start from scratch.
• Customizable: Modify the logic or messages to fit your business.
• Consistent: Delivers uniform responses every time.
• Scalable: Combine multiple workflows as your automation grows.

Learn more about Pre-built Workflows under Workflow Library

2. Workflows Builder (Created from Scratch)

Custom Workflows let you design unique flows tailored to your exact business processes.
You can use the Workflow Builder to create step-by-step logic using blocks for data collection, API calls, conditions, and agent handoffs.

Example:
An IT team can design a Workflow that resets user passwords — collecting employee ID, verifying through an API, and triggering a reset action automatically. Learn more about creating powerful agentic workflows without code. 

View created workflows

You can view the list of Workflows created (pre-built and custom) by going to AI Agent Studio > Library > Workflows.

Use the ellipses icon to the right of a Workflow to clone, edit, delete, or add a Workflow to an AI Agent.
For example, to delete a workflow, click the ellipses icon to the right of the Workflow and click Delete.

In the confirmation pop-up that appears, review the AI Agents that will lose the Workflow upon removal, and click Delete. The Workflow will be deleted from all AI Agents that use it.