Workflow templates / Support
Draft answers to common questions
Hours, location, pricing and policy questions get a grounded answer.
Works with: Any channel, Knowledge for AI to read
How it works
- A customer asks a common question
- The AI writes an answer from your business facts
- Unsure answers become a clarifying question or a hand-off
Steps in the workflow: Trigger, Change stage, AI.
Who it is for
Any brand answering the same questions every day.
Good to know
- Does the AI send on its own?
- Yes, while this automation is on. It answers from your knowledge, and if it can't it tells the customer the team will reply and waits for a person.
- 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.