You can set up your Conversation AI bot in FEA Create to automatically trigger workflows when certain things happen during a chat. This means that when a customer says or does something specific, your bot can start a pre-set workflow without you needing to step in manually.
This helps save time, keeps conversations running smoothly, and ensures the right actions happen at the right moment.
Reminder: This is an additional cost of $10 to send 475 messages
Step 1: Open the Conversation AI Section
Go to AI Agents > Conversation AI in your FEA Create account. Open an existing bot or click Create Bot to make a new one.
If you’re creating a new bot, you’ll need to set it up it before moving on. Steps on setting this up can be found here.
Step 2: Go to the Bot Goals Tab
Once you’ve opened your bot, click on the Bot Goals tab.
Then click Trigger a Workflow to open the setup options.
Step 3: Set Up the Trigger
Action Name
Give your trigger a name. This helps you recognise what it’s for later.
Select One or More Workflows to Trigger
Choose the workflow you want to connect. Make sure it’s already published so it can be selected.
When to Trigger the Workflow
Write a short description of when you want the workflow to start. For example:
Customer wants to book an appointment
This tells the bot when to activate the workflow during a conversation.
When the bot detects a similar situation, it will automatically trigger the workflow you’ve chosen.
Click Save when you’re done.
To set up another trigger, click + New Workflow Trigger and repeat the steps.
Tips for Best Results
1. Write natural trigger conditions
Describe the condition in a way that fits naturally into the conversation. For example, if your condition is “Customer wants to book an appointment,” your bot could ask, “Would you like to book an appointment?” so that the condition appears naturally in the chat.
2. Avoid overlapping triggers
If two conditions happen at the same time, such as “update contact info” and “trigger workflow,” the AI will choose which action to prioritise. For example:
Update Contact Info updates details like date of birth.
Trigger Workflow starts a new automation when the date of birth is given.
In this case, the AI will decide which one to run first.
3. Triggers work from both sides
A workflow can start based on something the user says or something the bot says. This gives you flexibility in how you design your conversations.
4. Don’t duplicate triggers
Avoid setting up the same trigger in both Conversation AI and Workflow Automation. Doing this could cause the workflow to run twice.
By setting up workflow triggers in Conversation AI, you can automate key parts of your conversations, improve your customers’ experience, and make your processes much more efficient.