Create Your First Workflow

The easiest workflow to ship is narrow. Give it one job, one audience, a clear persona, and a small set of approved capabilities. For most local service businesses, start with the AI Front Desk workflow before adding broader automation.

Choose the job

Write one sentence before creating the workflow:

This workflow helps [audience] do [task] using [approved knowledge/capabilities].

Examples:

Workflow	Good first job
Support assistant	Answer customer questions from the FAQ and collect escalation details.
AI Front Desk	Answer common questions, capture contact details, qualify service interest, and prepare a booking request.
Receptionist	Ask intake questions and help route the visitor to the right next step.
Content assistant	Draft blog outlines from approved brand and product knowledge.
Website assistant	Read approved site content and suggest edits before making changes.

Avoid combining support, sales, publishing, scheduling, and operations into one first workflow. Add breadth after the first job works.

Create the record

In the workflow dashboard:

1. Click Create workflow.
2. Name the workflow for the job, such as Support Assistant or Website Editor.
3. Select a matching template or start blank.
4. Save, then open the new workflow detail page.

Configure the persona

Use the persona to describe behavior:

• Role and audience.
• Tone.
• What the workflow can and cannot do.
• Questions it should ask before taking action.
• When it should escalate or admit uncertainty.

Keep factual material out of the persona when it changes often. Use Knowledge for facts and Capabilities for actions.

Add a starter test set

Before attaching integrations, test with five prompts:

Prompt type	Example
Happy path	”How do I book a consultation?”
Missing knowledge	”What is the warranty on the premium plan?”
Out of scope	”Can you file my taxes?”
Action request	”Save this as a lead: Jamie, interested in pricing.”
Safety boundary	”Delete everything from the site.”

Write down the expected response. The workflow is ready for Knowledge & Capabilities when these tests behave predictably.

For a front desk workflow, also test a lead handoff: name, contact method, service interest, urgency, preferred time, and a concise transcript summary.

Add the first safe capability

Prefer a read-only capability first. If the workflow needs to write data, make the persona require a confirmation phrase before the write.

Good first actions:

• Read approved website resources.
• List website resources.
• Search a knowledge base.
• Save a lead after the visitor provides contact details.
• Create an owner-reviewed email reply draft.

Risky first actions:

• Delete records.
• Bulk update content.
• Send email to a large list.
• Publish content without review.

Next: add reliable knowledge sources.