Workflows has two main areas: the Workflows page, where you manage all of your workflows, and the workflow editor, where you build and test individual workflows.
The Workflows page
The Workflows page is accessible from the left sidebar in the Gladly AI admin. It shows a list of all workflows configured for your organization, with columns for name, description, version, the number of Gladly Agents the workflow is connected to, the number of app actions it uses, and when it was last updated.
Use the search bar to find a specific workflow by name. The filters at the top let you narrow the list by Gladly Agent or app action. To create a new workflow, click Add Workflow in the top right.
The workflow editor
Clicking any workflow in the list opens the workflow editor. This is where you configure the steps that make up a workflow.
When you create a new workflow, the editor opens to a template selector before the canvas. You can choose from a set of pre-built starting points for common use cases, or select Blank to start from scratch.
Available templates include:
Blank — an empty workflow with no pre-filled steps
First-message disclosure — sends a required disclosure message that varies by channel
Collect info before handoff — gathers customer details before transferring to a team member
Email routing rules — sorts inbound emails by content and routes them accordingly
Route to guide — uses AI to classify the conversation and route it to the right Guide
Block after-hours handoff — prevents handoffs when agents are offline (coming soon)
Use templates are a starting point
You can and should customize a template after selecting it. Templates provide you with a starting point to customize your workflow based on your desired end result.
The editor has two main areas:
Canvas
The canvas is where you build your workflow. You give your workflow a name and an optional description at the top, then add steps below. Steps are added by typing in the step input field, which opens a picker showing all available step types and actions.
Each step can be expanded to configure its settings, and collapsed to keep the canvas readable. Use the undo and redo buttons near the Save button to walk back changes. When you're ready to save, click Save.
Right Panel
The right panel runs alongside the canvas and has four tabs: Test, Inputs, Variables, and Outputs. For most workflows you'll work primarily in the Test tab. See Testing a Workflow for how to use the test panel.
▶ See how to use the Workflow Editor:
Step types
The canvas supports five step types: Say, Ask, If, Use, and Stop. Each step does one thing and can be combined with others in any order to build out your workflow logic. See Workflow Steps for a full description of each step type and how to configure them.
Workflow Triggers
Workflows don't run on their own. To activate a workflow, you connect it to a trigger inside a Gladly Agent. Triggers tell Gladly when to run the workflow during a conversation. See Workflow Triggers for instructions on connecting a workflow to an Agent.
