Who is this for? Product managers, solutions engineers, and implementers building chat, voice, email, and ticketing automations.
TL;DR
- Triggers define when an automation starts (a chat opens, a voice call arrives, a ticket is created or updated, or another automation ends).
- Talk sends outputs: chat messages, images, and emails (as internal notes, external notes, or customer replies) to the right audiences.
- Listen collects inputs: button choices, text fields, images, and structured captures like order IDs or user info.
- Gen AI powers reasoning: an AI Agent orchestrates tools; Generate composes answers; Extract pulls entities.
- Logic gates flow with Conditions, Set variables, and Delay to sequence actions.
- Dev connects systems via API, custom Function (Python), and Integrations (e.g., Google Sheets).
- Notes improve readability and maintenance.
Prerequisites
- A project with at least one channel (Chat, Voice, or Email/Tickets)
- Access to your ticketing/CRM sandbox and API credentials (if integrating)
- Test users and sample tickets/chats
Quickstart — Your First Resolution Flow
1
Pick a Trigger
Choose a channel-specific trigger:
- Chat: On chat created / user message / handover from bot
- Voice: On inbound call / scheduled outbound callback
- Email/Ticket: On ticket created / reopened / updated / automation-ended
2
Collect context (Listen)
Add Capture to parse essentials (e.g.,
order_id, email). Use Buttons for guided choices (status, returns, billing). Allow Upload image when proofs (POD, receipt, damage photos) are needed.3
Reason (Gen AI)
Add one AI Agent per workflow. Bind tools: Generate for responses, Extract for entities, KB and APIs for facts.
4
Branch (Logic)
Use Conditions to separate happy vs. exception paths. Set variables for flags; Delay to wait for downstream systems.
5
Act (Dev)
Call API to fetch/update records; use Function for validations (e.g., transaction hash). Read from Integrations like Sheets.
6
Respond (Talk)
Send a Message in chat or a structured Email: internal note for debug, external note for sandbox tests, or reply to the customer when live.
7
Instrument & finish
Add Notes for maintainers. Emit debug Talk → internal notes. Close the loop or Trigger a follow‑on automation.
Triggers
Define when an automation starts or chains into another workflow.
Talk
Send outputs like messages, emails, or debug notes to the right audience.
Listen
Capture user inputs, intents, and data from systems or APIs.
Gen AI
Power workflows with AI agents that generate, extract, and reason.
Logic
Control workflow decisions with conditions, variables, and delays.
Dev
Extend workflows with APIs, Python functions, integrations, and notes.
Patterns
1) Ticket Created → Verify → Respond
- Trigger: Ticket created
- Listen: Capture
intent,order_id - Dev/API: Fetch order
- Logic: Branch on status; set variables
- Gen AI/Generate: Compose resolution with policy guardrails
- Talk/Email: Reply to ticket; log internal note
2) Chat Handover → Diagnose → Escalate
- Trigger: Chat handed over from bot
- Listen: Buttons for billing/returns/technical
- Gen AI/Extract: Pull entities; API to CRM
- Logic: If high‑value, escalate; else self‑serve path
- Talk/Message: Provide next steps or connect human
3) Voice Inbound → Authenticate → Callback
- Trigger: Inbound call
- Listen: Capture account digits via DTMF
- Dev/Function: Validate ID
- Logic/Delay: Wait 5s for CRM lock release
- Talk: Confirm and schedule outbound callback
Production Checklist
- One AI Agent per workflow
- Clear tool contracts; consistent error shapes
- PII handling: mask in logs/internal notes
- Guardrails: KB only vs. model‑free‑form
- Observability: internal notes + analytics events
- Rollout: canary orgs, kill‑switch, monthly AI cap
Troubleshooting
Emails are visible to customers unexpectedly
Emails are visible to customers unexpectedly
Check Email mode. Use Internal note for debug; External note to post to the ticket without emailing the customer; Reply to ticket for customer‑facing.
Capture misses order IDs
Capture misses order IDs
Add regex patterns and enable Extract fallback. Offer Buttons for guided flows when confidence is low.
API flakiness or stale data
API flakiness or stale data
Add Delay after updates; implement retries with backoff; surface failures via Internal note.
FAQs
How many AI Agents can I add? One per workflow. Split flows if you need multiple agents. When should I use External note vs Reply? Use External note during UAT so staff can see drafts inside the ticketing tool. Switch to Reply when confident. Can I start an automation from another automation? Yes—use automation‑ended triggers to chain flows.Reference
Block Matrix
| Block | Purpose | Example Use | Notes |
|---|---|---|---|
| Trigger | Start flow on event | Ticket created; Chat handed over | Channel‑specific |
| Talk → Message | Chat output | Status update; next steps | Use for customer replies |
| Talk → Email | Ticket output | Internal note; External note; Reply | Choose visibility correctly |
| Listen → Buttons | Input choices | Returns / Billing / Tech | Reduces ambiguity |
| Listen → Capture | Entity extraction | order_id, email, intent | Can pair with Extract |
| Listen → Upload image | Collect proofs | Damage photos, receipts | Validate before action |
| Gen AI → AI Agent | Orchestrator | Calls tools & KB | One per workflow |
| Gen AI → Generate | Compose answer | Policy‑safe response | Add evaluation prompts |
| Gen AI → Extract | Entities | Name, ID, amounts | Use for fallback parse |
| Logic → Conditions | Branching | Eligibility, flags | Keep branches shallow |
| Logic → Set variables | State mgmt | Set is_vip | Trace changes via notes |
| Logic → Delay | Sequencing | Wait for sync | Keep short & purposeful |
| Dev → API | System calls | CRM, OMS, Payments | Standardize headers/errors |
| Dev → Function | Custom code | Validate hash | Python runtime |
| Dev → Integration | 3rd‑party data | Google Sheets | Good for ops teams |
| Notes | Maintainability | Explain rationale | Required in long flows |