Overview

Workflows gives your team complete control and flexibility to build out virtually any support process you need, right inside Featurebase. Triage, tag, and route conversations instantly, and add Fibi AI Agent to your Workflows to create a personalized customer experience.

• No code needed - Anyone can build and deploy automations in minutes with Workflows’ visual builder

• Powerful and flexible - Workflows are deeply customizable so you can build personalized journeys that deliver real value for your customers

• Built for teams - Deploy Workflows that automate away repetitive processes such as snoozing and closing conversations

• Meet your customers where they are - Build multilingual and omnichannel automations that support your customers anytime, anywhere, and in any language

• Templates - Leverage dozens of pre-built templates for popular use cases—from support triage to customer onboarding and CSAT.

Triggers

Trigger blocks are the starting point of any Workflow. They determine when a Workflow should run and what data is passed to later blocks.

Triggers can be at the start of a conversation, during a conversation, or even triggered by another Workflow.

Templates

You can choose to build a Workflow from scratch, or choose from our premade templates to quickly design a Workflow based on some common use cases. If you hover over the template cards, you will see the options to preview and use the template.

Workflows Builder

Workflows Builder is the visual canvas where you’ll build the steps that become a Workflow.

Rules

Build your Workflows using rules that aren’t customer-facing and can take actions in the background, such as closing or snoozing inactive conversations in the Inbox.

Conditions

Using Branches, you can configure a workflow to flow to the relevant path depending on specific conditions.

Let Fibi AI Agent answer

Let Fibi AI Agent jump in and answer customers whenever you choose by adding Let Fibi Answer to your Workflows.

Updating attributes

Collect and update customer data attributes such as name and contact details for new leads.

Mentioning teammates

To improve the automation experience, you can mention teammates in Notes using a Workflow.

More on Workflows:

• Getting started with workflows

• Workflows block library

• Using branches in Workflows

• Auto-close incomplete Worklows conversations

• Require leads to give their email to start a conversation

• Email auto replies

• Chatbot CSAT