AI workflows

Open Workflows to build a customer journey. On desktop, drag steps in from the palette or drop them between existing ones. On a touch device, tap a palette item or use the + button. Every step also has simple move-up, move-down, configure, and remove buttons — no dragging required.

Building blocks

• Trigger — starts the journey when a customer's added; an optional tag can narrow who qualifies.
• Condition — checks a rule, like a rating threshold.
• AI step — reads sentiment or drafts a reply, with instructions or tone you set.
• Action — sends a review request or pings your team. Review-request actions let you set the channel and delay.

A workflow needs one trigger and at least one action to be valid. Click any step to open its settings — on phones and tablets they expand right below the step, on bigger screens they sit in a panel next to the canvas.

Saving and editing

Name your workflow and hit Save workflow. Saved workflows show up below the editor, where you can:

• open and edit the whole thing;
• save changes without creating a copy;
• turn it on or pause it;
• delete it for good.

Add a customer, and every workflow that applies to them gets queued up as a background job — with its own progress, retries, and history you can check in the jobs menu. Customers who've opted out, or who don't have the channel a step needs, just get skipped.