Recommended Actions with Autoflow Policy in Discover

Overview

This guide explains how to use Recommended Actions and Autoflow Policies in Discover to resolve workflow gaps. You’ll learn how Discover identifies common issues, how to review and create Recommended Actions, and how to apply Autoflow Policies to automate your support workflows. By following these steps, you can enable your AI agent to respond more effectively and reduce manual work.

What are Recommended Actions and Autoflow Policy?

Recommended Actions are suggested actions that let you use APIs to address gaps in your support workflows. These gaps are identified by analyzing real customer interactions in your help desk—for example, when multiple users report order issues or request account reactivation. Discover detects these patterns and recommends specific actions you can create using the Action Builder.

Each Recommended Action includes key details such as the action name, description, required inputs, and expected outputs. These actions help you resolve workflow gaps more efficiently and improve your AI agent’s performance.

Autoflow Policies are sets of predefined rules that use these Recommended Actions to help your AI agent automatically resolve more complex support issues. They provide a framework for how the AI should respond in specific scenarios, such as repeated customer complaints or similar requests.

To use an Autoflow Policy, you must first build the corresponding Recommended Action in the Action Builder. Once the action is ready, you can edit your Autoflow Policy and apply it in your workflow using Autoflows. This setup allows your AI agent to respond intelligently and consistently, reducing manual effort and ensuring a smoother, more reliable customer experience—even in complex cases.

How to Address a Workflow Gap Using Recommended Actions and Autoflow Policy

Follow these steps to identify and fix workflow gaps using Recommended Actions and Autoflow Policies.

1. Navigate to Workflow Gaps

• • Go to Discover > Automation > Solve Workflow Gaps.
  • This page displays all detected workflow gaps in your help desk.
    
    
    

2. Select a Topic

• • Click on a workflow topic to view its details.
  • Go to the Generated Policy tab to view the suggested Autoflow Policy and check if a Recommended Action is available.
    
    
    

3. Review the Recommended Action
If a Recommended Action is available, you’ll see it under the Generated Policy tab. It includes:

• • Action Name
  • Action Description
  • Input
  • Output

If no Recommended Action appears, only the Autoflow Policy will be shown. You can skip to step 5 in that case.

4. Create the Recommended Action

• • Go to Solve > Action Builder.
    
  • Click the Imported Actions tab to view all recommended actions.
  • Locate the action associated with the Autoflow Policy.
    
  • Click Duplicate and edit on the right side of the screen.
  • Review the input and output fields and make any necessary changes.
  • Click Save.
  • The action will now appear under the Available Actions tab and is ready for use.

5. Create and Edit the Autoflow Policy 

• • Return to the Solve Workflow Gaps page and click the topic earlier.
  • Click the Create Workflow tab.
    
  • Click Create with Autoflows.
    
  • Once created, click Go to workflow builder to open and customize the policy.
  • In the list of Available Actions, click the action you created earlier to apply it to your Autoflow Policy.
    

    

  • Click Publish to activate the policy and finalize the workflow setup.
  • Note that the Recommended Actions is available in Classic Workflows and Solve Email as well. 

You're Done!

The workflow gap is now resolved using the appropriate Recommended Action and Autoflow Policy, allowing your AI agent to handle the issue automatically.