Using Conversation AI to Trigger Concours Pro Workflows

Contents

• Overview
• Step 1: Access the Workflow Trigger in Bot Goals
• Step 2: Configure the Workflow Trigger
• Key Tips for Setting Up Trigger Conditions

Overview

Concours Pro’s Conversation AI lets you automate tasks by linking workflows to customer chats. When a specific situation pops up during a conversation, the AI bot can automatically start a workflow, saving you time, improving customer interactions, and getting results without manually setting every condition. This guide walks you through how to set it up.

Step 1: Access the Workflow Trigger in Bot Goals

Head to the Bot Goals tab in Concours Pro. Click the Trigger a Workflow button to dive into the setup. If you’re building a new bot, make sure to edit or set the bot’s name first to unlock this feature.

Step 2: Configure the Workflow Trigger

Click the Trigger a Workflow button again and fill in the details:

Setting Up the Fields

Here’s how to get it done:

• Action Name: Give the action a clear name, like “Booking Workflow,” so you can spot it easily later.
• Choose a Published Workflow: Pick the workflow you want to trigger from the dropdown. Make sure it’s already published, as this is what runs when the condition is met.
• When to Trigger: Write a brief description of what triggers the workflow. This tells the AI when to act. For example:
  
  
  
  • “Customer wants to sign up for a plan” if you’re triggering a subscription workflow.
  
  
  • “Customer wants to schedule a meeting” for a booking workflow.
  
  
  
  

  This helps the AI recognise the situation and kick off the workflow when it comes up in a chat.
  

• Hit Save to lock in your settings.

Once set, the bot will automatically fire up the workflow whenever the condition is met, making your processes smoother and customer chats more effective.

Key Tips for Setting Up Trigger Conditions

1. Writing Smart Trigger Conditions
   
   When setting conditions like “Customer wants to join a plan” or “Customer wants to book a meeting,” make sure the prompt is clear so:
   
   
   
   • The bot naturally asks questions to guide the chat, like “Interested in booking a meeting?”
   
   
   • The customer’s reply matches the trigger condition.
   
   
   
   

   This keeps the conversation flowing and ensures the condition triggers naturally.
   

2. Managing Overlapping Conditions
   
   If multiple conditions could apply at once (e.g., updating contact details and triggering a workflow when a customer shares their date of birth), the AI decides which action to prioritise. For example:
   
   
   
   • Update Contact Info: Updates the date of birth in the customer’s record.
   
   
   • Trigger a Workflow: Starts a workflow based on the same date of birth input.
   
   
   
   

   The AI will choose based on its logic, so keep conditions distinct where possible.
   

3. Triggers from Bot or Customer
   
   Workflows can kick off based on either the bot’s prompts or the customer’s responses, giving you flexibility to automate based on how the chat unfolds.
4. Avoid Workflow Duplication
   
   Don’t set up a Trigger a Workflow action for a workflow that’s already published with the same trigger in Workflow Automation. This can cause the workflow to run twice, creating duplicate actions and potential headaches.