From Workflows, select New workflow.
The standard Workflow form is organized into:
Enter a descriptive Name that explains the purpose of the flow.
For example, a workflow that handles common pricing questions might be named Pricing FAQ flow.
Select one of:
Use Draft while constructing and testing the Workflow. Status must be Active for the flow to fire.
The Scoped to agent field lets you choose between:
The interface recommends leaving a Workflow workspace-wide unless the flow only makes sense for one Agent.
For example, a specialized commerce Workflow should not normally run for an unrelated documentation Agent.
The standard form uses an on_keyword trigger.
Enter keywords as a comma-separated list, for example:
price, pricing, cost, plan
The standard form describes its keyword match as a case-insensitive substring check on the visitor's first message and states that the first matching Workflow fires.
This makes careful keyword selection important. Avoid generic words that could unintentionally match many unrelated questions.
The deployed Workflow system supports three stored match modes:
The visual Canvas stores and edits the Workflow's trigger configuration, including its Match Mode. The classic form shown in the current deployment primarily presents the comma-separated keyword interface.
Any allows a Workflow to match when the applicable visitor message satisfies any configured keyword according to the Workflow's matching rules.
All requires the applicable message to satisfy all configured keywords.
Use this when a Workflow should be more narrowly targeted than a broad Any match.
Exact is the most restrictive mode and is intended for exact trigger matching according to the deployed Workflow engine.
Use it only where that precision matches the desired visitor experience.
When multiple Active Workflows are eligible, the system's matching order matters because the first matching Workflow can handle the turn.
Avoid overlapping triggers unless you understand which flow should take precedence.
Open an existing Workflow through the Workflows table or Canvas.
Review its Name, Status, scope, trigger keywords, Match Mode where exposed, and Steps before saving.
Keep a new or heavily modified Workflow in Draft until you have tested the expected trigger phrases as well as similar phrases that should not trigger it.