Module Explaination

Workflow module in CX Genie helps businesses create dynamic, personalized conversations that enhance customer engagement and automate support processes.

Purpose of the Module

The Workflow module in CX Genie allows businesses to define the exact flow of actions their chatbot should follow when interacting with customers. This is especially useful in scenarios such as answering inquiries, providing assistance, or collecting customer information—ultimately enhancing the overall customer service process.

Main Function

The main goal of a workflow is to guide chatbot interactions in a structured way. It enables the bot to perform tasks such as giving recommendations, processing requests, or conducting surveys. Each workflow can be customized and adapted to fit the needs of the business.

How It Works

Workflows are built as a sequence of steps, conditions, and actions. When customers interact with the bot, the workflow decides how the bot should respond based on the user’s choices or actions.

• Example: If a customer asks about service prices, the bot provides the relevant information. If a customer shows interest in a product, the bot can request their details for follow-up.

Related Components

The Workflow module works hand-in-hand with:

• The AI engine (for intent recognition and smart replies).

• Customer data storage (to personalize responses).

• Other CX Genie modules such as CRM integrations, email, or automation tools. It also supports dynamic variables for more natural, personalized conversations.

Instructions for Use

You can create or modify workflows using a visual drag-and-drop interface. Define events and pathways with simple conditions—for example:

• If a customer clicks option A → go to step B. No technical skills are required, making it easy to design flexible and business-specific chatbot behaviors.

Real-Life Example

Imagine a visitor asks the bot for product suggestions. The workflow can guide the bot to ask clarifying questions (e.g., age, price range, style preferences). Based on the answers, the bot recommends suitable products. If the customer shows interest, the workflow can prompt the bot to request their contact information for future engagement.