Start with prepared common topics
Six editable workflows prepare 25 common questions and tasks, using your own Knowledge and available tools.
In this article
Before you begin
Open Workflows in the workspace navigation. Decide which event should start the flow and which agents should receive it. Start with an unpublished draft.
Step by step
- 1
Find the prepared workflows
Open Workflows and choose an assistant. Managed assistants receive six published-ready but paused topic workflows when created, or on the first library load after this update. The three existing editable starters and six fixed foundations retain their own behavior. These extra workflows do not become active automatically.
- 2
Choose the topics you need
Select Manage starter topics and the intended assistant. The six groups cover common questions; product search/comparison/configuration; cart and checkout help; orders/accounts; requests/appointments; and aftercare/support. Each group shows its included topics, requirements, actual instructions and current prepared/active status. One group occupies one workflow slot.
- 3
Prepare or activate your selection
Select the groups you need. Missing groups are added paused by default. Tick Activate selected topics after saving to also enable new and unchanged prepared workflows. Customized drafts, unpublished workflows and shared workflows need individual review and remain unchanged. Existing active versions stay active. Confirm the selection, then use Save changes in Workflows; closing the dialog alone does not apply the changes to visitors.
- 4
Connect your real information and actions
Add your approved business information in the assistant's Knowledge. Connect any required shop, calendar or website actions separately in Integrations. Topic instructions do not install a connector or grant access. General answers use your own sources; current catalog/cart facts require actual available tools, and personal records require the website's verified customer session and access checks.
- 5
Customize and test the conversation
Open any prepared workflow to read and adapt its guidance, then review and publish the edited version through the normal workflow editor. Test real representative questions in chat, including missing information, absent tools and cancelled actions. The lightweight condition is message received with a nonempty message; guidance scopes itself to relevant questions, without an extra AI-classification call. It does not force a form, navigate, execute a website action or block subsequent matching workflows.
Startonderwerpen klaarzetten — Nederlands
Bij Workflows staan zes aanpasbare onderwerpworkflows klaar, met samen 25 veelvoorkomende onderwerpen: algemene vragen, productkeuze/configuratie, winkelwagen/afrekenen, bestellingen/account, aanvragen/afspraken en nazorg. Nieuwe beheerde assistenten krijgen ze gepauzeerd. Bestaande beheerde assistenten krijgen ze eenmaal bij het laden van de bibliotheek, voor zover er ruimte is.
Kies Startonderwerpen beheren, selecteer de juiste assistent en bekijk per groep de onderwerpen, benodigdheden en volledige instructies. Ontbrekende groepen worden standaard gepauzeerd toegevoegd. Vink Gekozen onderwerpen activeren na opslaan aan om de gekozen ongewijzigde voorbereide workflows te activeren. Bevestig en klik daarna op Wijzigingen opslaan in Workflows.
Aangepaste concepten, ongepubliceerde versies en gedeelde workflows blijven behouden en vragen afzonderlijke controle. Verwijderde of gepauzeerde onderwerpen worden later niet vanzelf teruggezet. Je kunt ontbrekende onderwerpen wel bewust opnieuw toevoegen.
Bedrijfskennis komt uit je eigen Knowledge; actuele producten, klantgegevens, winkelwagenacties en afspraken vereisen de juiste echte koppelingen en rechten. De set verzint geen beleid en installeert geen webshopkoppeling. Test de onderwerpen met je eigen informatie en de standaard chat voordat je ze voor bezoekers gebruikt.
Good to know
There are 25 prepared subjects across six groups. They contain reusable conversation guidance, not assumed prices, opening hours, policies, customer details or business-specific product fields. The conversation follows the visitor's language; the underlying editable instructions are in English.
An assistant can have at most 40 assigned workflows and a workspace library at most 200, with a 400,000-character payload limit. If automatic preparation cannot fit the whole set, it is deferred; free space and reload or manually add only selected groups. Existing workflows are never removed to make room.
Preparation is enrolled once per managed assistant. Later deletion or pausing is respected and is not automatically undone. You can deliberately restore missing groups through Manage starter topics or add one through the template library. Legacy automation is not automatically enrolled.
Preparing a product is separate from adding it to a cart. Relevant guidance asks for the intended product and separate add approval, prefers supported background drafts and respects native confirmation. These instructions guide the model; enforced rights, validation, replay protection and confirmation belong to the actual native tool/integration.
Check the result
Test matching, non-matching and missing-data cases. Review the publication, publish the steps and save the intended agent assignments.
Questions & troubleshooting
Why are the prepared workflows paused?
So you can choose the subjects that fit your business and supply their required sources or integrations first. Tick Activate selected topics after saving, confirm, then save the workflow library. Existing welcome/first-answer/product guidance defaults keep their previous settings.
Why did a selected workflow remain unchanged?
The bulk action preserves unpublished edits and workflows assigned to multiple assistants. Review that individual workflow and publish/enable it deliberately. The dialog reports that separate review is needed rather than replacing your work.
Why can the assistant explain a cart but not change it?
Prepared guidance is not a cart API. Connect an integration that offers a real authorized cart action, inspect its availability and test the native confirmation flow. Without a suitable action the assistant should explain the supported manual route.
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