> For the complete documentation index, see [llms.txt](https://documents.cxgenie.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documents.cxgenie.ai/getting-started/knowledge-base/what-to-do-when-the-bot-doesnt-know-the-answer/using-workflow.md).

# Using Workflow

## Steps to Use

{% hint style="warning" %}
*Note: If you are enabling enable the **Action on unknown question** setting, set it to **No reply** to avoid duplicate responses. Then click Save changes.*
{% endhint %}

<figure><img src="/files/f80yMiB4XhAdXMhqCFe9" alt=""><figcaption></figcaption></figure>

**Step 1:** In the **Bots** section, go to the **Workflow** tab. Then click **+ Add new flow**.

<figure><img src="/files/g6eesYNo2JhLW2vwMOBl" alt=""><figcaption></figcaption></figure>

**Step 2:** Name your flow and choose one of the 3 available channels.

*If you want it to work on more than one platform, create a separate workflow for each.*

<figure><img src="/files/Xyq0mTzTDGxQde6ZmzW5" alt="" width="484"><figcaption></figcaption></figure>

**Step 3:** Enable the **Trigger conditions** option. Then choose **Trigger by actions → When the bot does not know the answer**.

<figure><img src="/files/WEcKKWrqiDvZmMp59tep" alt="" width="486"><figcaption></figcaption></figure>

**Step 4:** Inside the workflow, click the right arrow next to the **Start** block to add a new block.

<figure><img src="/files/7Mzbqt5QI6nJLQziuuat" alt="" width="350"><figcaption></figcaption></figure>

**Step 5:** Click the new block and open the dropdown list. Select the **bell icon (Notify agent)** block. This will send a notification to your agents in their CX Genie dashboard so they can assist the customer promptly.

<figure><img src="/files/9o7cCMIzKZfFAwl40s6C" alt="" width="563"><figcaption></figcaption></figure>

**Step 6:** Click the **→** icon from the **Notify agent** block to add another block. Choose the **T icon (Text & Image)** block and write a message to let the customer know an agent will assist them shortly.

<figure><img src="/files/A8U7fNSqVbGkb5zKfCWi" alt="" width="563"><figcaption></figcaption></figure>

**Step 7:** Review your workflow one last time. Then click **Save changes**. Finally, click **Publish** to activate the workflow.

<figure><img src="/files/fd3h8I5EwmsCC2gtj6Tq" alt=""><figcaption></figcaption></figure>

**Step 8:** Go to the selected channel and test your workflow.

<figure><img src="/files/F9HhiFVme4FPJn6GAUrr" alt="" width="371"><figcaption></figcaption></figure>

The **Notify Agent** block sends a noficiation to your agents in the workspace, and they can click on it to start helping the customer right away.

<figure><img src="/files/U0rNaG6P50pbGSeZVa2a" alt="" width="366"><figcaption></figcaption></figure>

## Video Guide

{% embed url="<https://www.youtube.com/watch?index=10&list=PLDjYzJq8XiPUySns0_nSDmgolst-R3Q5t&pp=gAQBiAQB&v=170gQVIoL0I>" %}

## Quick Tips

* Always enable **Trigger conditions** or your workflow will not work.
* You can reuse this flow for other platforms by creating a new one with the same steps.
* If you're using Workflow, make sure to set **Action on Unknown Question** in the bot’s settings to **No reply** first. This prevents the bot from giving conflicting answers.

## Troubleshooting

* **Problem:** Workflow isn’t working.

  **Solution:** Make sure the **Trigger conditions** are enabled, the correct trigger action is selected, and the workflow is **published**.
* **Problem:** Customer doesn’t see any message.

  **Solution:** Check if the **Text & Image** block was added and contains your custom message.
* **Problem:** Why am I seeing two answers from the bot in this situation?

  **Solution:** If you're using Workflow, check the bot's **Settings page** and set **Action on Unknown Question** to **No reply**. This will stop the bot from replying automatically and prevent it from giving two answers.

**Need help?** Join our [Discord community](https://discord.gg/SsYEF8PW65) or email us at <hello@cxgenie.ai>.