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Conversational workflows

In DevRev, you can automate your customer support conversations with our workflow engine. You can either build an AI agent handle to handle all or parts of your customer support conversations, or you can also create deterministic button-based flows.

AI agents in your conversational workflow

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To enable AI agents for customer support, please contact us through the chat widget.

AI agents for conversations or tickets

  1. Set the trigger for workflow to start with Conversation created or Ticket created.

    This trigger is whenever a conversation or ticket gets created by your customers from Portal or PLuG, or any of your integration which supports conversation syncing, like Slack, WhatsApp, or email. You can find the integrations in our marketplace.

  2. Add the Talk to agent step as the next action. Fill all the required values of this step. The values needed to fill here are explained below.

  3. Deploy the workflow.

Now, your workflow runs whenever a conversation or a ticket gets created and it assigns it to an AI agent, which handles the conversation. No brittle rules.

Find below a detailed explanation of all the fields needed to configure in the "Talk to Agent" Step

ParameterTypeDescription
agentStringID of the AI agent to use. Use the dropdown to select one.
objectStringID of the conversation or ticket where the agent operate.s
visibilityDropdownVisibility of agent comments: internal or external. For customer-facing use cases it is external.
panelDropdownPanel for agent responses: CustomerChat.
quick_replies (optional)Array[String]Preset reply options that display to users.
respond_to_user_typesArray[String]User types the agent engages with (for example, customer). For customer facing use cases it is customer.
suspend_on_message_from (optional)StringUser type that causes the agent to pause (for example, DevUser).
additional_context (optional)StringAdditional context you want to pass to the agent for more personalized responses. You can also use variables from previous steps here.
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  • Each button creates a corresponding output port in the workflow.
  • When a button is clicked, the original message is updated to remove the buttons.
  • A confirmation message is added showing which option was selected.