Workflows for recurring situations

A workflow tells your agent what to do when a recognizable situation occurs. It is useful for a repeated process, not just a repeated time.

Open it

Create or revise the workflow in Home → Chat. Inspect it on desktop or mobile under Settings → What your agent knows about you → How I do things on desktop, or Settings → About you → How I do things on mobile.

Define the situation and finish line

State the trigger, audience, steps, things to avoid, and what counts as done:

“When a recruiter calls, collect the company, role, location, and compensation range. Do not agree to an interview. Bring me a concise summary and the contact details. Ask me before any follow-up.”

For a specific audience, identify the people or addresses accurately. “Unknown people” and “anyone” have different scope. A workflow that needs an unavailable phone line or service cannot complete simply because its instructions exist.

Review the saved definition

Open the entry in How I do things. Check the goal or Done when, Avoid, audience, and action behavior. The current list is primarily for inspection; changes are made through Chat. Ask the agent to show the revised definition and reopen it to verify.

Workflow behavior can be Ask me first or Handle it. Use the narrower setting until the trigger and allowed action are predictable. Product safety and purchase controls still apply; a workflow is not a way to bypass identity or permissions.

Pause or remove

Turn a workflow off when it is temporarily unwanted, preserving its definition. Delete one when it should no longer be used. Verify the saved state. Already-running work may need its own stop or correction; disabling the definition does not undo completed emails or calls.

Test a narrow example

Choose a harmless instance and check the result, source, and History receipt. If it triggered incorrectly, refine the situation and audience. If it failed to trigger, confirm the definition is enabled and the required channel actually received the event.

Use a scheduled task for “every Friday at 4pm,” and check-ins for background review of connected sources.