Workflow

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Overview

The Workflow feature in CX Genie allows you to design automated chat flows that guide interactions between your business and customers. With workflows, you can:

• Provide customers with multiple-choice options.

• Trigger specific actions based on user input.

• Collect customer feedback seamlessly.

• Automate repetitive interactions for better efficiency.

This ensures a smoother customer experience and reduces manual handling for your team.

Here is WorkFlow Dashboard:

• To start using the Workflow feature, click the button. A setup box will appear where you need to fill in the required information before the flow can be created.

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Steps to Use

Step 1: Create a Workflow

1. Go to the Workflow section in the CX Genie dashboard.

2. Click “Create New Workflow”.

3. Enter a unique name for the workflow.

Step 2: Select Channels

Choose the channels where this workflow will be active:

• Facebook Messenger

• Telegram

• Website

You can select only one channel at the same time.

Step 3: Define Trigger Condition

Each workflow must have only one trigger condition. It defines when the workflow will run. Available types:

• When user chat – When user sends a message

• When user intent – Based on detected intent

• Contain keyword – Match predefined keywords

• Trigger by tag – Based on tag applied

• Trigger by action – Triggered by user or agent actions:

  • When the bot does not know the answer

  • When the agent closes the ticket

  • When the agent closes the customer's conversation

  • When a new conversation is created

  • When a conversation is closed

  • When the agent replies to the customer's message

Figure 1. Trigger by action

Only one condition is allowed per workflow, and cannot be duplicated across workflows.

Figure 2. How to create new workflow

Step 4: Build Workflow with Blocks

Use blocks to define the automation flow. You can:

• Drag and drop blocks into the visual canvas

• Connect them to define the flow logic

• Click the Preview button to simulate the flow and see how blocks are arranged and executed

Step 5: Publish the Workflow

Once the flow is ready:

1. Click the “Publish” button in the top right corner.

2. A published workflow is now live and will be triggered when its condition is met.

Figure 3. An Example of workflow

Step 6: Export (Optional)

You can export the workflow as a .json file at any time — even if the workflow is still in draft mode.

This is useful for:

• Reusing the workflow in other bots

• Creating template libraries for your team

• Backing up workflows for version control

✅ No need to publish before exporting. Drafts can be exported as well.Step 7: [Optional] Use Dynamic Variables

Figure 4. Export Available Workflow

Step 7: Use Dynamic Variables (Optional)

If your workflow requires data from external APIs (e.g., product name, price, etc.), you can define Dynamic Variables to fetch and reuse them inside blocks.

👉 See Dynamic Variable for full guide.

Dynamic Variables

Overview

Dynamic Variables allow your workflow to dynamically fetch and reuse external data (usually from APIs). You can inject them into blocks to personalize messages, make logic decisions, or display product results.

They can be created ahead of time or while configuring blocks.

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How to Create

1. Open the Create Dynamic Variable modal.

2. Fill in the required fields:

   • Variable name

   • Code (snake_case)

   • Type – usually API Information

   • API URL

3. Choose one of two return strategies:

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🅐 Specified Result

Use when you want to extract a specific field from the API response.

Field	Description
Result data	e.g., data.product.name

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🅑 Random Result

Use when the response is an array and you want a random item.

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Field	Description
Random Target	e.g., data.items
Selected Attribute	e.g., price from each random object

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Workflow version

Overview

The Version History feature in the CX Genie Workflow module allows users to view, track, and manage different published versions of each workflow. This is essential for teams working collaboratively or for users who need to roll back changes and maintain a history of chatbot flow modifications.

Step 1: Open an existing Workflow

• Go to the Workflow module from the left sidebar.

• Click the edit icon ✏️ on any workflow in the list.

Step 2: Access the Version History panel

• Inside the workflow editor, click the Version history button located in the top-left corner.

• A side panel will open showing all the previously published versions.

Step 3: View available versions

• If the workflow has been published before, each version will appear in a list with timestamp details.

• If no versions are available, a “No data” message will be shown.

🔄 Version history is only created after a Publish action.

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Notes

• The version list only includes published versions.

• The current version can be choosen.

• Support for rollback or comparison between versions.

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Blocks Reference

Workflow Blocks in CX Genie are the building elements of a chatbot flow. Each block represents an action or condition (like sending a message, collecting info, tagging, or calling an API) and can be connected together to automate customer interactions.

👉 See the detailed list in the Workflow Blocks Structured Documentation