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How to Build Your First Workflow in Classic Mode

Building your first workflow is a simple and empowering process! There’s no need for coding or a technical background. You can easily create custom automated workflows by employing no-code solutions centered on intent detection. But before we dive into the step-by-step guide, let’s establish a foundational understanding of what a workflow builder is and its pivotal role in streamlining the customer support automation process. 

Workflow Builder and Intents

The Workflow Builder is a powerful tool for constructing automated workflows that intelligently detect customer intent. This enables seamless self-service, empowers customers to take action autonomously, and decreases the need for direct interaction from live agents. 

Intents are crucial for interpreting customer inquiries and representing their intentions when seeking assistance. By enabling the AI to provide appropriate responses, they effectively reduce the workload on agents by minimizing the creation of support tickets

Access Workflow Builder

To access Workflow Builder, log in to your Forethought dashboard > Solve > Workflow Builder. The link to this dashboard will be provided by your Customer Success Manager

Create a Workflow

1. Click + Create New on the right side of the dashboard.

2. Select Intent.

3. Enter a display name for the intent.

4. To enhance the accuracy of predicted responses, provide additional information about the customer’s action or query.

5. Add a minimum of 2 training phrases to make an active intent. Adding more than 2 training phrases can improve the prediction of user intent, resulting in more accurate and relevant responses. You can also delete training phrases by clicking the trash bin icon on the right.

6. Once you are satisfied with the training phrases, click Add intent.

7. After adding the intent, you will see the Business Logic components on the right pane of your dashboard. You can further customize your workflow by dragging and dropping these components to the left to add them to your workflow. For more information on Business Logic components, see How to Leverage Your Workflow by Using Business Logic Components.

8. Type a message as a response to the user when they interact with your widget. Use the mini toolbar to format your text, such as bolding, italicizing, and underlining. You can also add emojis for more fun and variety.

9. Click the check button on the mini toolbar to save your message. You can also add more responses below or delete your created response.

10. Before you publish your intent, you can click the Preview Intent on the upper right side of your dashboard to see if it's working properly.

11. Put yourself in your customer’s shoes and ask a question that is relevant to the intent you created, ensuring that the chatbot responds appropriately. In this example, since our intent is about “Store Operating Hours”, we’ll ask the chatbot about the store hours.

12. Voila! The chatbot responds immediately with the response created earlier.

13. If you’re ready to publish your workflow, just click Close in the upper right corner of the dashboard.

14. Click the Publish located in the top right corner of the dashboard to make your workflow accessible to the public for customer interaction.

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