Workflows
Workflows allow you to design structured, rule-based automation inside your Chat Agent. Using Tasks, Decisions, and Functions, you can guide the agent to custom instructions or backend integrations.
📹 Video Overview
For a quick introduction to Workflows, watch this walkthrough: https://www.loom.com/share/60c28f9806824d5ca07bb9e452103fbf
Accessing Workflows
From the agent overview page:
Select a Chat Agent from the Chat Agents sidebar and click Edit Chat Agent
At the top of the agent overview page, click Workflows.
You will be taken to the Workflows list page
Here you can add, edit, or delete workflows.
Creating a Workflow
Click Create Custom to open the workflow editor. You will see the full canvas with node types on the left and a toolbar on the right.
The editor has two modes:
🧩 A. Visual Flow Mode (default)
This is the drag-and-drop canvas.
Features include:
Drag nodes (Task / Decision / Function) from the left panel
Connect nodes by clicking and dragging connection points
Right-side "Node Properties" panel for configuration
Overview box showing total nodes & total connections
Use this mode when building complex branching flows.
📄 B. List View Mode
Click the top-right toggle icon to switch to list mode.
This mode:
Displays steps in a vertical sequence
Allows editing step name, type, description
Lets you reorder or delete steps
Provides action buttons such as Add Step, Update Workflow
Use this mode if you prefer a linear, text-oriented workflow layout.
Name Your Workflow
Before adding anything to the canvas:
Enter a Workflow Name and Workflow Description
⚠️ Nodes cannot be dragged until a name & description are entered.
Node Types
ExpertEase Workflows support three node types:
🟦 Task Node
Use Task nodes to:
Provide instructions to the agent
Define the action for each step
Output a response or structured message
This is the most common node type.
🟪 Decision Node
Use Decision nodes to branch logic.
Examples:
If the user is a new customer → send onboarding steps
Else → continue normal flow
If score > threshold → escalate to human support
Decision Nodes allow intelligent routing inside your workflow.
🟩 Function Node
Use Function nodes for advanced or dynamic actions:
API requests
Database queries
External tool integrations
Custom scripted behaviours
Ideal when your workflow needs logic beyond instruction-only steps.
Using Function Tools (Function Node)
When you select a Function Node → click Select Tool on the right panel.
A modal will appear with categories such as:
CRM
Leads
Communication
Utilities
Voice
Examples of available tools:
Capture Lead
Create Lead
Create Contact
Create Note
Send Email
...and many more integrations (depending on your plan)
Select a tool → configure required fields → save.
Configuring a Decision Node
Click a Decision Node → click Configure Decision Node.
You will see:
• Description field
Explain what this decision does (optional).
• Pathways panel
Each Decision Node has:
A default pathway
Ability to Add Pathway
Each pathway includes:
Pathway name
Pathway description
Conditions (optional; default pathway has none)
“Next State” — choose which node the pathway goes to
Adding Conditions
Click Add Conditions to define logic:
Field Exists
Field Equals
Field Contains
Field Greater Than
Field In List …etc.
Each condition supports AND / OR logic.
Building a Workflow (Visual Mode)
Drag a node (Task / Decision / Function) into the canvas
Fill out the right-side configuration panel
Connect nodes by dragging connection points
Repeat until your flow is complete
Removing a connection
Click the connection line
Press Delete
Deleting a node
Select the node
Press Delete
Saving Your Workflow
When your flow is ready:
Click Save Workflow (top-right)
Edits take effect immediately. You can revisit this workflow anytime from the Workflows tab.
Editing an Existing Workflow
Go to Chat Agents → Workflows
Click the blue pencil icon next to a workflow
The editor opens (in Visual Mode by default)
Make your changes
Click Save Workflow / Update Workflow
Additional Actions:
View Steps → opens workflow summary
Delete Workflow → red trash icon
Attaching a Workflow to Your Agent
Once you have created a workflow, you can attach it to your chat agent:
Go to the Workflows tab inside your agent.
Under Choose Workflow Template, click an existing workflow card. This opens a preview modal showing:
Workflow name
Description
The list of workflow steps
Review the steps if needed.
Click Attach Workflow (blue button in the bottom-right corner).
Once attached, you will see a green confirmation banner at the top: Attached Workflow: <Workflow Name>
The Active Workflow section now appears, showing:
Status (Active)
Workflow name
Description
A Detach Workflow button
You can detach at any time by clicking Detach Workflow, then select another workflow to attach.
Only one workflow can be active per agent at a time.
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