Aimdoc

Workflows

The Workflow tab is where you define how visitors are routed and guided through their journey. This powerful visual builder allows you to create structured conversation paths called Visitor Tracks.

Visitor Workflows (Tracks)

Visitor Workflows allow you to create visual tracks to guide visitors through specific paths based on their interactions. This replaces the legacy "Routing Rules" system with a more flexible, tree-based approach.

Key Features

  • Visual Builder: A drag-and-drop interface (tree diagram) to design conversation flows.
  • Root Track: The starting point for all visitors. You define initial goals and fields to collect here.
  • Sub-tracks: Child tracks that visitors are classified into based on their responses.
  • Classification Rules: Define how visitors move from a parent track to a child track.

How Classification Works

When a visitor is in a track (e.g., the Root Track), the AI works to gather information. Once enough information is collected, the system evaluates where to send the visitor next. This classification can happen in two ways:

1. Logical Rules (Deterministic)

These are "If/Then" rules that you define explicitly. They are evaluated first.

  • Example: IF "Company Size" > 1000 THEN go to "Enterprise Track"
  • Benefit: Guarantees that specific criteria trigger specific paths instantly.

2. AI Classification (Semantic)

If no logical rules match, the AI uses "Classification Instructions" to decide the best path.

  • Example: "Classify as 'Enterprise' if the visitor mentions complex compliance needs, large teams, or high-volume usage."
  • Benefit: Handles nuanced conversations where visitors might not fit a strict rule but clearly show intent.

Track Configuration

For each track in your workflow, you can configure:

  1. Entry Criteria (Classification):

    • Logical Rules: Conditions based on form fields (e.g., Budget > $10k).
    • AI Instructions: Natural language guidance for the AI (e.g., "Send visitors here if they seem frustrated with their current tool").

  2. Conversation:

    • Goals: What should the AI achieve while the visitor is in this track? (e.g., "Qualify their timeline and budget").
    • Fields to Collect: Which specific data points (from your Data Capture form) should be gathered here?

  3. Action (Leaf Nodes Only):

    • When a visitor reaches the end of a branch (a track with no sub-tracks), you can trigger a Terminal Action.
    • Link: Redirect the visitor to a specific URL.
    • Calendar: Present a calendar for booking a meeting (via Calendly, Chili Piper, etc.).
    • Escalation: Alert a human agent to take over the chat.

Use Cases

  • Sales Routing: Route "Enterprise" leads to a human agent and "SMB" leads to a self-serve checkout link.
  • Support Triage: Send technical issues to a troubleshooting track and billing questions to a finance track.
  • Lead Qualification: Ask different questions based on industry (e.g., Healthcare vs. Retail).

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