Overview

The Workflows builder is a canvas that lets you see the entire workflow in one view. Create and edit messages, actions, and conditions with ease, then connect them together with path arrows. Let’s go over the basics of how ot start building workflows to automate your support efforts.

Configure the trigger settings

The first block in the Workflows builder is the trigger you selected. Click on this block to configure the trigger settings.

This is where you'll be able to configure the channel, audience rules, frequency and scheduling, and the goal for this workflow.

Navigating a Workflow

From the builder page, you can see the trigger and a list of paths. From here, you can zoom in and out, pan, and recenter to bring the first path into view using the controls from the bottom-left of the canvas or via keystrokes.

Use CMD/CTRL + to zoom in, or CMD/CTRL - to zoom out. Click on the connecting lines to move seamlessly between paths in the canvas.

Building a Workflow from scratch

Let’s go over the basics of how to start building Workflows from scratch. You can start by creating new Workflows from Automations → Workflows.

Adding a path from the first block

Every trigger will always start a new path on the canvas. To begin your workflow, you can customize the reply buttons or start by adding actions.

Click one of the paths and choose how to continue from a panel of possible messages, actions, and conditions. This creates a new path with a connecting line.

Adding a message, action, or condition within an existing path

Add further messages, actions, or conditions within a path by clicking +Add step.

You can choose from the following message types:

• Let Fibi answer

• Send a message

• Show expected reply time

• Disable customer reply

• Collect data (custom attribute to save to users profile or conversation data)

• Collect customer reply

You can also choose from a number of conversation actions. These are not customer-facing and will run in the background:

• Assign

• Mark as priority

• Close

• Snooze

• Wait

• Add note

• Tag end user

Or, you can proceed to another path using:

• Reply buttons

• Branches

Add conditional branches to a Workflow

With Branches, you can configure a Workflow to continue to the relevant path depending on specific conditions. To set up branching:

1. Click the + Add step icon below a path and select Branches

2. Then click on Missing condition to add your conditions

Now you can route to the correct path based on the condition(s). E.g. if customer is VIP then route to “Tier 1 Support”, else answer with Fibi AI Agent.

Deleting a path

To delete a path, click on the three dots in the top left corner of the path and select Delete path. This automatically removes it from the canvas along with any connections to the path.

Test & set a Workflow live

Once you’re happy with the Workflow and your trigger settings, click Set live in the top-right.

If you or your team want to test a Workflow in action before any customers see it, you can target it to only yourself or your teammates, then set it live.

To do this, simply select the Email attribute from the Workflow trigger settings, and enter your own email address - or “contains” your company’s email domain (@yourcompany.com).

Editing existing Workflows

Browse, view and manage your Workflows all from Automations → Workflows. Here, you can search or filter by State and Trigger type.

To make changes to a Workflow, simply click any Workflow and make changes in the visual canvas following the steps above. Make sure to save your changes!

Delete Workflows

You can delete Workflows by opening them and clicking the ‘Delete ‘ button.

Best practice advice

• If a customer reaches the end of the path, but there's no actionable outcome, we recommend a follow-up line when people click the No thanks button, and a response like "That's cool, enjoy exploring our site," or "Let us know if you need any help later." Messages like that help you appear more approachable and assistive.

• Try to keep your responses concise. Information provided by bots is typically received better if it's efficient and timely, as if it were a natural conversation.

• Require new conversations to enter an email address in the Messenger Settings.

• We often recommend using some emojis to make messages personal. We've found that emojis can signify more than a picture in business and personal relationships.

• Want to view conversations that went down a certain path? Add an action to tag any users on that path so you can see who has responded to the bot when you pull up the tag.