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Definition

Workflows define the overall flow and orchestration logic of a customer journey. They connect PowerLinks, Actions, Agents and Tools into complete experiences that span from start to finish. Each Workflow acts as a visual program, enabling you to automate complex logic, guide users and handle multiple outcomes using intuitive drag-and-drop blocks. You build workflows visually using the Workflow Designer. Workflow Steps A sample workflow with single step.

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What Workflows Do

Workflows determine:
  • ✅ When to trigger each Action of specific PowerLink
  • 🔁 Sequence of data flow between steps
  • 🔐 Whether login is required and which type (PIN, OTP, Google)
  • 📣 How notifications are sent via WhatsApp, Email or SMS
  • 🎯 Completion rules and fallback handling for the journey
You can think of a Workflow as the orchestration layer that gives structure, logic and intelligence to your customer experiences.

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Key Configuration

Each Workflow includes:

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🔐 Login Requirements

You can define whether the customer needs to log in before starting the journey. Supported login methods include:
  • PIN Code
  • One-Time Password (OTP)
  • Google Authentication
You can also configure session timeout, retry limits and lockout duration.

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📣 Notification Settings

Customize how and when notifications are sent for LaunchPad triggers or login codes via:
  • WhatsApp
  • SMS
  • Email
Each channel can be independently toggled and tailored.

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🧱 Workflow Studio

Use the drag-and-drop Studio to:
  • Build your workflow with PowerLinks, actions and conditions
  • Define branching logic based on forms, tool results or user input
  • Assign AI or human agents to each action
  • Visually preview your journey before publishing
Studio Settings and Flow Example

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Example Use Cases

Onboarding Workflow

A multi-step flow that asks users to upload ID, verify details and receive approval using both Task and Realtime agents.

Support Escalation

A guided workflow that starts with self-service answers, then escalates to live chat if issues aren’t resolved.

Loan Application

A conditional workflow with eligibility checks, document uploads and AI-based approval logic.

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Best Practices

  • Break complex journeys into modular PowerLinks
  • Keep each Action focused and purpose-driven
  • Use fallback flows for error handling and re-engagement
  • Reuse tools and prompts across different workflows
  • Analyze job and task performance to improve step logic
👉 Ready to build? See the Workflow Designer Guide