Configuring Process Workflow Actions

Process Workflow actions let the AI Agent invoke a published Process Workflow as a tool during a conversation. When a customer's request matches the action's configured intent, the AI Agent collects the inputs you have exposed for the action from the conversation, then hands control to the workflow, which asks any of its own remaining questions and runs its authored steps until it completes, fails, times out, or hands control back to the AI Agent.

A Process Workflow can be configured as an action in addition to an existing predefined intent mapping. A workflow can be intent-only, action-only, or both — configuring one does not change or remove the other.

Prerequisites

  • The AI Agent must be saved before enabling actions.

  • The Enable Actions toggle must be turned on.

  • The Process Workflow you want to configure must be published. Draft, archived, disabled, and pre-chat workflows are not available to select.

Creating a Process Workflow Action

To create a Process Workflow action:

  1. From the My AI Agents page, select an AI Agent you want to edit and navigate to the Enable Actions section.

  2. Turn on the Enable Actions toggle if it is not already on.

  3. Select the Process Workflow tab.

  4. Select + Create Process Workflow. The Create Process Workflow Action panel opens.

  5. Complete the fields as described below:

    • Process Workflow: Select the published Process Workflow you want to expose as an action. Only published, non-pre-chat workflows appear in this list.

    • Action Name: A unique name for this action as it appears in the actions list. Prepopulated from the workflow's name; you can edit it without affecting the underlying workflow. Use only letters, numbers, spaces, periods (.), dashes (-), colons (:), and underscores (_).

    • Description: A short description of this action as it appears in the actions list. Helps administrators identify the action's purpose.

    • Sample Questions: Example customer queries that should trigger this action. The AI Agent uses these to determine when to invoke the action.

    • Inputs: Select the workflow variables you want the AI Agent to collect before invoking the workflow. Click the Select Variable field to open the variable picker (System / eGain KB / Custom, searchable) — the same picker used in the workflow editor, so an input you select here and the workflow node that consumes it point at the same variable.

      For each selected variable:

      • Name: Read-only. Pulled from the variable's definition in the workflow.

      • Type: Read-only. Pulled from the variable's definition in the workflow.

      • Description: Editable. Prepopulated from the variable's own description if it has one. If the variable has no description, you must enter one before saving. The description you set here is used by the AI Agent to decide when to ask for the value and is stored on this action only — editing it does not change the variable's description in the workflow.

      Only the variables you select here are collected proactively by the AI Agent. Any other value the workflow needs is collected by the workflow's own authored questions, in their configured sequence and wording.

  6. Click Save. The action appears under Active Actions once saved.

Managing Process Workflow Actions

Active Process Workflows

Lists all Process Workflow actions currently enabled for the AI Agent. Each action card shows the action name, the source workflow, and its enabled status. You can Edit, Delete, or Disable an action from the Options menu.

Available Process Workflows

Lists Process Workflow actions that have been created but are not yet enabled. You can Edit or Delete an action from the Options menu. Select the Enable button from this section to make it active in the chat widget.

Process Workflow actions count toward the same limit as Guided Help and Custom Actions — a maximum of 5 actions per AI Agent, across all action types.