What are Processes?
Processes are step-by-step instructions that teach your AI how to handle complex situations and use its skills. While Skills define what your AI can do, Processes define how it does those things.
Think of Processes as detailed workflows where you explain exactly what steps to follow, what information to gather, when to make decisions, and how to handle different scenarios.
Key principle: Once your AI enters a process, it follows those instructions from start to finish. This gives you precise control over your AI's behavior.
When to Create a Process
Create a process when:
Multiple steps are required: The action involves gathering info, checking conditions, and taking action
Decision-making is needed: Different customer responses require different actions (branching logic)
Precise control matters: You need the AI to follow exact steps in a specific order
Sensitive topics: Issues that require careful handling or escalation points
Examples of good process use cases:
Changing shipping addresses (check order status, verify timing, update systems)
Processing returns (check eligibility, gather reason, generate label)
Order status inquiries (gather order info, check systems, provide tracking)
Product recommendations (understand needs, check inventory, suggest options)
Managing subscriptions (pause, resume, adjust quantities)
Simple questions don't need processes:
"What is retinol?" → Knowledge Hub (one question, one answer)
"Can I change my shipping address?" → Process (multiple steps, decisions, actions)
How Processes Work with Other Components
Processes Override Knowledge Hub
If you have instructions in both a Process and the Knowledge Hub about the same topic, the Process takes priority.
Example:
Knowledge Hub says: "Orders can be canceled within 24 hours"
Process says: "Orders can only be canceled within 2 hours"
AI will follow the Process (2 hours)
Quick reminder: Processes vs. Skills vs. Knowledge Hub
If you're coming to this article directly: Skills (article 2.3) define what your AI is allowed to do. Processes define how it does those things, step by step. The Knowledge Hub (article 2.1) stores information your AI searches to answer questions. Processes are for actions, not answers
Important Process Rules
One Process Per Topic
Only create one process per topic or customer intent. If you create two processes that trigger on similar customer requests, only one will activate, and you can't control which one.
Why this matters: Multiple overlapping processes create inconsistent AI behavior.
Instead: Create one comprehensive process with branches for different scenarios.
Example:
❌ Avoid: Separate processes for "Cancel Shopify order" and "Cancel from warehouse"
✅ Better: One "Cancel Order" process with branches for different systems
Processes are Self-Contained
Once the AI enters a process, it stays in that process until completion. You cannot trigger another process from within a process.
This means: Build one comprehensive process with branches rather than many small fragmented ones.
Creating a Process
Step 1: Title (Internal Use Only)
Give your process a clear, descriptive title. This is for your reference only (the AI doesn't read it).
Good titles:
"Edit Shipping Address"
"Product Recommendation - Skincare"
"Cancel Order"
Step 2: When to Use This Process (Trigger)
This is the most important part. The trigger tells the AI when to activate this process.
How it works:
The AI checks this trigger phrase in every customer message
If the customer's message matches the trigger, the process activates
Be very clear and specific about when this process should run
Writing effective triggers:
✅ Good triggers:
"When a customer requests to change or edit the shipping address of their order"
"When a customer asks about their order status, tracking, or delivery"
❌ Vague triggers:
"When a customer has a question about shipping"
"When a customer asks anything about orders"
Tips:
Include synonyms customers might use ("change," "edit," "update")
Be specific about the intent (what they want to accomplish)
Avoid triggers that overlap with other processes
Step 3: Instructions (The Process Steps)
This is where you build the step-by-step workflow.
Before writing, ask yourself:
How would I handle this situation if I were doing it manually?
What information do I need first?
What should I check or verify?
What action should I take?
How should I communicate with the customer?
Map out all possible scenarios before creating the process. The more you plan, the better your process will handle different situations.
Example approach:
Customer asks about order status:
First: Ask for order number
Then: Check order status
Finally: Share order details with customer
Write those exact steps in the process.
Available Actions
While writing instructions, use the "/" menu to insert actions the AI can perform.
Type "/" in the instructions field to see all available actions:
Insert a Branch
Create if-then-else logic for decision-making.
When to use: Different customer responses require different actions.
Example: "If order is not fulfilled, update address. Else, check with warehouse."
Working with Branches
Escalate Conversation
Triggers the escalation protocol for that channel (follows the escalation settings configured in Konvo AI → Deploy)
When to use: Processes reach a point where manual intervention is needed
Close Conversation
Marks the end of the process.
Note: Closing a conversation signals the process is complete. If the customer messages again later, Konvo creates a new conversation and the AI starts fresh without context from the previous one. Human agents can still reference the old conversation in the Closed section of the Inbox.
Start Side Conversation
Send an email to your team, 3PL, or courier to gather information, then return to the customer conversation.
How it works:
AI tells customer it needs to gather more information and will get back to them
AI sends email to specified recipient
AI waits for reply (if configured) or continues immediately
Once reply received (or timeout), AI continues process and helps customer
When to use:
Gather information from warehouse or 3PL about order status or feasibility
Send reports or notifications to your team
Double-check changes with team before confirming to customer
Requirements:
Must enable Side Conversations in Settings → Integrations → Channels first
Set up your side conversation email (format: [email protected])
Send File
Attach a file for the AI to share at this point in the process.
When to use: Sharing return labels, size guides, instruction manuals, etc.
Recommend Product
Select products or product groups from your synced shop for the AI to recommend.
Requirements: Your shop must be integrated and products synced.
When to use: Product recommendation flows, upselling, suggesting alternatives.
Order Management Actions
Get Order Status - Check order status from your platform
Cancel Order - Cancel a customer's order
Edit Order Shipping Address - Update the shipping address
Execute Refund - Process a refund
Create New Order - Create a new order
Available for: Shopify, WooCommerce, Amphora, Minsoft, SendCloud (availability varies by action)
Important:
Get Order Status only checks the order (it doesn't automatically tell the customer). You need a separate instruction step like "Tell the customer their order status, tracking link, and estimated delivery."
All other actions (Cancel, Edit, Refund, Create) are self-contained (the AI performs the action automatically)
Actions automatically follow rules from Skills (OTP verification, time windows, cutoff times). You don't need to write these rules into your Process.
Always keep systems synced: If you update information in one system (like Amphora), also update it in your other systems (like Shopify) to keep data consistent
Subscription Management Actions
Get Subscription Status - Check customer subscription
Manage Subscription Deliveries - Pause or resume deliveries
Edit Subscription Shipping Address - Update subscription address
Adjust Subscription Quantities - Update quantities
Available for: Absol, Loop, Recharge, Recurrently
Important:
Get Subscription Status only checks (doesn't auto-reply to customer)
All other actions are self-contained and automatically follow Skills rules (OTP verification)
Side Conversations
Side conversations allow your AI to email team members, 3PLs, or couriers, wait for replies, and use that information to help customers.
Setting Up Side Conversations
Prerequisites:
Go to Settings → Integrations → Channels
Enable "Side Conversations"
Create your side conversation email address (format: [yourname]@sc.konvo.ai.com)
Creating a Side Conversation in a Process
Type "/" and select "Start side conversation"
Configure the following:
From: Your side conversation email (auto-populated)
To: Recipient email address (required)
CC/BCC: Additional recipients (optional)
Language: Email language
Goal of the conversation: Instructions for the AI on how to handle this email exchange
Example goal:
"Your goal is to ask whether we can update the shipping address for the order that the customer is providing to the new address that the customer is providing. In your email, include the order number and the full new address. Keep it short and professional. If they reply affirmatively, assume they will make the change."
Expect replies: Toggle ON/OFF
ON: AI waits for recipient to reply before continuing
OFF: AI sends email and immediately continues process
Maximum wait time: How long to wait for reply (days/hours/minutes)
If time expires, AI continues process without reply
Important Side Conversation Notes
If conversation escalates during side conversation:
If the main customer conversation gets escalated while AI is waiting for side conversation reply, the AI won't be able to send final message to customer
Solution: Keep wait times short (2-4 hours) or send to recipients who respond quickly
Process Examples
For detailed, real-world process examples you can adapt for your business, see the Process Examples Library.
The library includes complete process setups for:
Edit Shipping Address
Edit Shipping Address v.2
Subscription Management - Pauses, Cancellations and Modifications
Order Status Inquiry
Size / Product Change
Shipping Address v.3
Order Cancellation
Order Status Query v. Amphora
Each example shows the complete trigger, instructions, branches, and actions. Use them as templates and adapt them to match your specific business logic and operations.
Best Practices
Keep Processes Focused
One process = One goal
Don't create a mega-process that handles returns, cancellations, and address changes. Create separate processes for each.
Why? Easier to maintain, test, and troubleshoot.
Plan for Edge Cases
Think about what could go wrong:
Customer provides invalid order number
Order is in a status you didn't anticipate
3PL doesn't respond to side conversation
Customer changes their mind mid-process
Add branches or escalation points for these scenarios.
Clear Escalation Points
Don't try to automate everything. Some situations need human judgment.
Include escalation for:
Unusual or complex situations
Angry or frustrated customers
Cases where automated action might cause problems
Anything outside normal parameters
Write Clear Instructions
Use clear, simple language. If a new employee could follow your instructions, the AI can too.
Good instruction:
"Ask the customer for their order number and the email address associated with the order."
Bad instruction:
"Get order info" (too vague)
Test Thoroughly
Before enabling a process:
Test the happy path (everything goes right)
Test edge cases (wrong order number, order already shipped, etc.)
Test each branch condition
Test escalation points
Test with real orders/subscriptions in a safe environment
Keep Side Conversations Short
Set realistic wait times for side conversations. If you set 24 hours, the customer is waiting 24 hours.
Recommendation: 2-4 hours maximum, or disable "expect replies" if response isn't critical.
One Comprehensive Process > Many Small Ones
Remember: You can't trigger one process from another. Build complete workflows in one process using branches.
Managing Your Processes
Enabled vs. Disabled Processes
Toggle processes ON/OFF without deleting them:
Enabled: AI actively monitors for trigger and executes
Disabled: AI ignores this process completely
Use this to test processes or temporarily disable seasonal workflows.
When Processes Activate
The AI checks all enabled process triggers in every customer message. As soon as a trigger matches, that process activates.
How Processes Execute
Customer message matches trigger
Process activates
AI follows instructions step-by-step
If branches exist, AI evaluates conditions and takes appropriate path
Process continues until reaching an endpoint (close conversation, escalate, or completion)
Troubleshooting
Process not triggering:
→ Check if process is enabled
→ Review trigger phrase (is it too specific or overlapping with another process?)
→ Test by using exact trigger language in a conversation
AI skipping steps:
→ Check branch conditions (one might be catching cases unexpectedly)
→ Verify "go to step" instructions are pointing to correct step numbers
Customer stuck in process:
→ Add escalation points as safety exits
→ Review wait times in side conversations
→ Ensure all branch paths have endpoints (close/escalate)
Side conversation not working:
→ Verify side conversations are enabled in Settings → Integrations
→ Check that "from" email is configured
→ Confirm recipient email is correct
Action not executing:
→ Verify the skill is enabled in Skills section
→ Check that required integrations are connected
→ Review skill rules (time windows, cutoffs) (action might be blocked by rules)
Process escalating unexpectedly:
→ Check if main conversation was escalated during side conversation
What to Explore Next
→ 2.5 Product Recommendation Engine