This support article explains how to use the Trigger a Workflow feature in Conversation AI to automate actions during customer interactions.

Key Content

Purpose

The feature allows users to automate specific actions by linking workflows within the AI conversation when defined conditions are met.

Setup Process (3 main steps)

1. Access the Bot Goals tab and click the trigger workflow button
2. Configure three required fields:
   • Action Name: Label for identification (e.g., Subscription Workflow)
   • Select Workflow: Choose a previously published workflow from dropdown
   • Trigger Condition: Provide a description of when to activate (e.g., Customer wants to purchase the subscription)
3. Save the configuration

Critical Guidelines

Craft trigger conditions that naturally arise in conversation flow

Avoid configuring duplicate triggers for the same published workflow, as this causes the workflow to execute twice

Trigger conditions can activate from either bot or user responses

Contact field updates are possible through workflows triggered by the AI bot

FAQ Highlight

Users can update contact fields through triggered workflows by including the Update Contact Field action within the selected workflow.