Processes allow you to create intelligent workflows where your AI follows specific instructions based on conditions you define. You can automate everything from order management to conversation closure.
What is a Process?
A Process is a series of instructions you give your AI to act automatically in specific situations. For example: "When a customer asks about their order, check the status and respond with the information."
Main benefits:
Automate repetitive tasks
Maintain response consistency
Reduce manual intervention
Manage complex flows with conditions
Step 1: Access Processes and start a new process
Go to Konvo AI → Processes in the sidebar menu and click + New Process.
The process editor will open with two main sections:
When to use this process? : Describe the specific situations when your AI should execute this process.
Be clear and specific. Some examples:
"When a customer asks about their order status"
"When someone wants to cancel a subscription"
"When a user requests to speak with a human"
2. Instructions: Indicate what the AI should do
Step 2: Define the instructions
Write step by step what your AI should do. You can write manually or use predefined skills.
Write instructions manually
Number each step the AI should follow:
Ask the customer for their email address and order number
Use the provided email and order number to retrieve the order status on Shopify
Ask the customer to provide a photo of the damaged delivery
Ask the customer whether they want to return and get a full refund, or be reimbursed as credit for their next purchase
2. Use predefined skills with "/"
Type / in any step to see a list of integrated skills organised by categories (General, Order Management, Subscription Management).
Select the skill you need, and it will be automatically added to your instructions.
💡 Tip: Predefined skills are easier to use, but you can combine them with manual instructions as needed.
Step 3: Add conditions with Branches
A Branch allows you to create conditional flows: "If the customer wants X, do Y; if not, do Z".
When to use a Branch: Use Branches when the AI should make different decisions based on the customer's response.
How a Branch works: When you add a Branch, two routes are created:
If → What to do if the condition is me
Else → What to do if the condition is NOT met
Within each route, you define the condition and the steps the AI should follow.
You can add Branches at any time within your instructions as another step.
Step 4: Save and Activate your process
Activate the process by using the ON/OFF toggle in the top right corner.
Save changes by clicking Save to apply the configuration.
Your Process is now configured and ready to automate responses in Konvo AI.