AI Agent workflows

Workflows guide the AI through multi-step situations like starting a return, verifying an order email, or offering product alternatives when an item is out of stock.

Good workflows feel natural. They ask one question at a time and explain why information is needed.

Workflow design tips

• Define the happy path and the escalation path up front.
• Limit steps before a human joins for emotional issues.
• Reuse Knowledge articles instead of duplicating policy text in workflows.

Test before peak season

1. Run five scripted shopper scenarios in a test conversation.
2. Confirm order lookup works for guest checkout emails.
3. Verify escalation assigns the right inbox queue.