Automated Workflows
Workflows (Flows) let your agent complete multi-step tasks reliably. Instead of a single answer, a Flow can collect information, call systems, and respond with a clear outcome.
What is a Flow?
A Flow is a structured set of steps (nodes) connected by logic. It can:
- Ask follow-up questions.
- Call a Connector to fetch or update data.
- Branch based on conditions.
- Escalate to a human when needed.
Flows are ideal when you need consistent, repeatable actions rather than a single free-form reply.
Flow types
Applied supports two types:
- Conversational: interactive steps that talk with the customer.
- Operational: background steps that run without sending messages.
Operational Flows are useful for silent updates like writing a ticket note or syncing data after a conversation ends.
Flow lifecycle
Flows can be Draft, Active, or Archived. Only Active flows run in live conversations.
Build your first Flow
- Open Agents -> Flows.
- Click New Flow.
- Add nodes like Agent Response, Connector, or Escalate.
- Connect nodes with paths to define the logic.
Use branches to handle different outcomes (for example, “order found” vs “order not found”).
Test and monitor
Use the Flow builder to run sample inputs and confirm outputs. In Monitor, review flow runs and failures to see which paths were taken and where handoffs occurred.