Workflow Builder

Table of contents

• Overview
• Creating a Workflow
• Sending Execution Reports
• Test-Running a Workflow
• Activating a Workflow
• Duplicating a Workflow
• Filter, Sort and View

You can create app workflows for your chatbot using the Workflow Builder. Using app workflows, you can program the chatbot to automate workplace tasks or actions. 

Overview

You can build workflows using different functions available for each new node. These functions include – Add Action, Add Parallel Path, Add Condition, Add Function, Add Approval, and Add For-Each.

Function	Description
Add Action	You can use the Action option to perform one or more tasks related to a particular application. For example, for a reset password request, you have to verify user details, reset the password and create a support ticket. You can add these as actions by using the Add Action function.
Add Parallel Path	You can use the Parallel Path option to run multiple actions simultaneously, independent of each other. You can add either an action or a condition in the parallel path.
Add Condition	You can use the Condition function to setup a condition for the action to execute, and only execute if the set condition is met.
Add Function	You can use Add Function to modify the output data of previous functions and generate a new output as a context variable.
Add Approval	You can use Approval to send an approval  request to the manager before executing the action.
Add For-Each	You can use the For-Each to perform multiple actions from a single workflow.

Creating a Workflow

Click the Automations tab in the left navigation pane and then click All Workflows.

Let us see how you can create workflows for your chatbot. 

1. Enter the Workflow Name and click Create your Workflow.
   
   PRO TIP: You can also Download pre-built workflows from Marketplace or check the help documentation on How to download workflows from Marketplace.

2. If you already have a workflow in your account, you can go to All Workflows and click Create New to create a new workflow.

3. Enter the Workflow Name, an optional description and click Create.

Let us see how to configure a newly created workflow.

Workflow builder uses conditional instances in an “If and Then” manner. The workflow is always triggered by the chatbot when a user initiates a request. Once triggered, the chatbot executes the workflow as designed.

The Triggered by Chatbot block shows that the workflow will be functional if triggered by the chatbot.

4. Click Add Action to add an action to be performed.
   
   You can use the Action option to perform one or more tasks related to a particular application.
   
   For example, for a reset password request, you have to verify user details, reset the password and create a support ticket.
   
   You can add these as actions by using the Add Action function.

5. In the Action window, select the relevant application from the drop-down menu.
   
   PRO TIP: You can either type in the name of the application to search it or select from the available options in the menu.

6. Select the action you want to automate from the available actions list. Each action is a use case to automate. 

7. Select an account from the drop-down menu or select Add a new Account if you haven’t yet connected to any account.

8. If you select an existing account, click Test Connection to ensure reliable connection. You can click Remove Account to delete the currently selected account.

9. If you are adding a new account, enter the name of the account and click Connect Now and complete the login procedure.

10. Fill in the input details to execute the workflow. 

11. In the Action Inputs section, you can either enter an email address in the Email input text field or you can add a variable from the Variable Picker to collect the email address from the end-user through the chatbot
    
    Click Add Input, enter the name of the variable field and save them.                                                                                             

PRO TIP: Optionally, instead of adding a variable, you can enter an email address in the Email text field. Provided text (value) will be provided as input to the workflow and it will not collect the information from the user through the chatbot.

12. Click on the created variable field to add it to the Input field.

13. Enable Error Handling only if you want to continue to the next step in the workflow even though the current action failed.
    
    NOTE: We don’t recommend enabling it if you want to respond to the user in chatbot based on the workflow success status. For more information, click here.

14. The Action Summary is filled automatically. You can edit the summary if required.
15. When you’re done, click Save

16. You can see the details of the created workflows on the left side panel

17. To add a new node in the Workflow, mouseover the last node and click the Add icon as shown below.

18. Select a new option from the menu according to your requirement.

Sending Execution Reports

1. Click the Execution Report button on the top right corner if you want to send the execution status report after the workflow is executed.

2. Enter the email address for sending the Success and Failed execution reports in the respective fields and click Save

Test-Running a Workflow

Before you activate the workflow and make it available for integrating it with the chatbots, it is recommended that you perform a test run. The test run will ensure that the workflow is error-proof and is ready to deploy.

1. Click the Run button in the top right corner.

2. Enter the required input in the test run process and click Continue. (In this case, we have to add the email address we added from the Variable Picker as user input)

3. If all the configuration is done properly, you will get the results as shown below:

Activating a Workflow

1.Click on the Activate toggle button in the top-right corner after the testing is completed.

NOTE: To add the workflow in the chatbot conversation, the Workflow has to be in the Active state.

2. Click Yes in the confirmation pop-up.

Duplicating a Workflow

1. Click the Duplicate button if you want to create a copy of the current workflow. 

2. Edit the name of the duplicate workflow, add an optional description and then click Save As.

Filter, Sort and View

1. You can filter the results on the All Workflows page by using the Filter button.

Click the Filter button and select All, Draft, Active or Inactive.

2. To sort the results by name or date, click the Sort button and select either Sort by date or Sort by name.

3. You can switch the page view between Card View and List View using the button in the top right corner.