Workflow templates / Support
Answer employee HR, IT and payroll questions
Staff pick HR, IT or payroll and ask a question. A sure answer from your company knowledge goes to Approvals.
Works with: Any channel, Knowledge for AI to read
How it works
- The employee picks a topic
- They ask their question
- At 70% sure or more, the answer goes to Approvals
- Unsure answers, or a No to "Did that help", go to a person
Steps in the workflow: Trigger, Reply buttons, Set variable, Set variable, Set variable, Send message, Send message, End, Wait for reply, AI, Condition, Send message.
Who it is for
Companies with an HR or IT help desk.
Good to know
- Where do the answers come from?
- Your knowledge base. Add your policies and IT guides there.
- Can I change the threshold?
- Yes. Edit the number on the branch after the AI step.
- What are the channel limits?
- On WhatsApp, a business can message first only with an approved template (needs a WhatsApp Business account); free-form replies work within 24 hours of the customer's last message. It sends one message per recipient per run, and replies need a separate trigger.