Using Workflow
This feature lets you create automatic action flows to handle when the bot doesn't know the answer to a question.
Steps to Use
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.
Step 1: In the Bots section, go to the Workflow tab. Then click + Add new flow.
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.
Step 3: Enable the Trigger conditions option. Then choose Trigger by actions → When the bot does not know the answer.
Step 4: Inside the workflow, click the right arrow next to the Start block to add a new block.
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.
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.
Step 7: Review your workflow one last time. Then click Save changes. Finally, click Publish to activate the workflow.
Step 8: Go to the selected channel and test your workflow.
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.
Video Guide
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.
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