Workflows & AI Behavior
Control your AI workflows and configure how the AI responds to customers
A workflow is the automation engine behind each support chat. It processes incoming messages, runs the AI, searches your knowledge base, calls connected tools, and escalates conversations to your team. This section covers everything you can control from Dashboard → Workflows.
Understanding Workflow Status
What each workflow status means and when to take action
How to Start, Stop, or Restart a Workflow
Activate, deactivate, or restart your workflow from the dashboard
How to Switch AI Models
Change the AI model used by a workflow when you have top-up credits or need to adjust performance
How to Configure Response Timing
Set timing thresholds for AI follow-ups and escalation to your human team
How to View Workflow Logs
Diagnose workflow errors and unexpected behavior using execution logs
How System Messages Work
Understand and edit the AI instruction templates that control how your chatbot behaves