What are Workflows?
Workflows are structured scenarios that define step-by-step logic for your AI agent. They allow you to guide the assistant in handling complex or multi-step tasks consistently.
Think of them as playbooks: if a user request matches the trigger, the agent follows the Workflow exactly, calling Actions when needed.
⚠️ Note: Workflows don’t change the AI model itself. They provide instructions for how to handle specific situations.
How to set up a Workflow
To add a new Workflow, go to Ordemio Dashboard → Copilot → Workflows and click Add Workflow.
Fill out the form step by step:
1. Active
What it is: The Workflow activity toggle.
How to use it: Turn it on when the Workflow is fully ready for use. If you are still testing or refining, keep it disabled. When inactive, the agent will not run this Workflow.
2. Name
What it is: A unique and descriptive name for your Workflow.
How to fill it out: Use a name that clearly reflects the purpose of the scenario (e.g., account-troubleshooting, subscription-cancellation, process-refund-request). This name will also be used when referencing the Workflow inside other instructions.
Note: Workflow names are automatically converted to kebab-case (all lowercase letters, words separated by hyphens).
Example: A Workflow named Account Troubleshooting will be used by the agent as account-troubleshooting.
3. Trigger
What it is: The condition that launches the Workflow.
How to fill it out: Write in simple, natural language what user intent, keywords, or requests should activate this Workflow. You can also specify situations where it should not apply.
Example Trigger:
“Always initiate this workflow when a user requests to cancel a subscription, receive a refund, or both.”
4. Prompt
What it is: The heart of the Workflow — a detailed, step-by-step instruction for the agent.
How to fill it out:
Write the algorithm as a numbered or bulleted list.
Clearly explain what should be done at each step.
Use conditional logic (e.g., if… then… else).
Include calls to Actions (tools) or other Workflows where needed.
Example:
## Strict Tool Usage and Confirmation Policy
- You must never state that a subscription has been canceled or a refund issued unless the Cancel subscription or Make refund tool has been called and confirmed.
- Always follow the Workflow in order, waiting for each tool’s response before moving to the next step.
- Do not execute as a single action — explicitly call each tool step by step.
## Instructions
1. Verify the user’s email account.
2. Use the search-customer Action to locate the customer in Stripe.
3. If an active subscription is found:
- Ask the user whether they want to cancel or request a refund.
- Call the cancel-subscription or make-refund Action accordingly.
- Confirm back to the user once the tool confirms success.
4. If no active subscription is found: - Inform the user politely that no subscription exists on their account.
Once all fields are complete, click Save changes. Your Workflow is now available to the agent.
How the agent uses Workflows
The agent checks Trigger conditions against user requests. If a match is found, it runs the Workflow step by step. Workflows can call multiple Actions, branch into other Workflows, or escalate to a human operator. To the end user, this process looks like a smooth, natural conversation.
Use cases
Cancel a subscription and process refunds safely.
Troubleshoot account issues through a defined diagnostic path.
Guide users through onboarding flows.
Escalate unresolved cases to human support.
Orchestrate multi-system processes like account verification, billing lookups, and CRM updates.
💡 Best practice
Keep triggers clear and specific so the right Workflow activates every time. Write instructions as numbered steps and explicitly show when to call Actions. Wait for confirmation before moving forward, especially with sensitive operations. Break large processes into smaller Workflows that can call each other. Use kebab-case names for consistency, and always test thoroughly in Playground to confirm execution.
💡 Business value
Workflows ensure your AI behaves consistently and follows your rules. They reduce human effort by automating repetitive scenarios, improve resolution speed, and make support more scalable while maintaining reliability and control.
Why use Workflows?
Workflows give your AI structured guidance for handling complex tasks. They provide consistency, enforce business logic, and automate common flows — turning your AI into a predictable and trustworthy assistant.