Creating Pre-Chat Workflows

Pre-Chat Workflows run before the AI Agent session begins. Use them to collect information from the customer and pass it to the AI Agent so the conversation starts with the right context.

Pre-Chat Workflows run before the AI Agent session begins. Use them to collect information from the customer and pass it to the AI Agent so the conversation starts with the right context.

The Pre-Chat Workflows page lists all Pre-Chat Workflows in the current department. The page header shows the total number of workflows created out of the maximum allowed (for example, 2 / 50 workflows). Each workflow displays the following details:

  • Name — The name of the workflow.

  • Status — The current state of the workflow: Draft (not yet published) or Published (active and available to assign).

  • Nodes — The total number of nodes in the workflow.

  • Connected AI Agents — The AI Agents the workflow is currently assigned to. Displays None if the workflow has not been assigned.

  • Actions — Click the Edit  icon to open the workflow in the builder, or the Delete  icon to permanently delete the workflow. If the workflow is associated with any AI Agent, you cannot delete it.

To find a specific workflow, use the Search workflows field at the top of the list.

pre-chat

To create a pre-chat workflow:
  1. In Agentic Studio, go to Workflows and select Pre-chat.
  2. Click + New Workflow.
  3. In the New Pre-Chat Workflow modal, provide a name for the workflow. 
  4. The canvas already has a Start node. Click the Start node to provide a description, set default messages , and set the value of the maximum times the workflow can run. For more information, see Start Node.
  5. Drag blocks from the Block Picker onto the canvas and connect them to build the flow. The following blocks are available:
    • Display: Statement
    • Input: Question, Date, Time, Number, Email, Phone
    • Logic: Condition, API, Jump, Wait, Set Variable, Query Filter
    • Action: Send to AI Agent
  6. Click each block on the canvas to open the Block Editor and configure its fields.
  7. To connect blocks, drag and drop from one output handle to the other of the block you wish to connect to. Hover over the path and click the delete  icon to cancel the connection between two blocks.
  8. You can also configure nodes to handle error scenarios. For more information, see Handling Error Scenarios.
  9. Click Save Draft to save your progress, or click Publish to make the workflow active.
  10. Before publishing, the system runs a series of publish checks. Pre-Chat Workflows have one additional requirement — the workflow must contain at least one Send to AI Agent node. Without it, the workflow cannot hand data to the AI Agent and cannot be published. See Publishing a Workflow for the full list of checks.
  11. Once published, assign the workflow to an AI Agent from the Pre-Chat section in Personalize and Publish. A single pre-chat workflow can be connected to multiple AI Agents.

The only permitted action block is Send to AI Agent, which is also required — a Pre-Chat Workflow cannot be published without at least one Send to AI Agent node.