Support Workflows Documentation

What support workflows are in Zynli

A support workflow is a visual flow that runs when a customer question matches a configured intent. Workflows can answer from your knowledge base, call REST APIs for live data, branch on results, and escalate to human agents — all within the same conversation.

Built in a visual flow editor on Pro plans
Triggered by natural-language intent phrases per workflow
Combine KB retrieval, API actions, conditions, and escalation steps
Run inside the chat widget and agent inbox — not a separate channel

How workflows map to customer intents

Each workflow is associated with intent phrases — the natural-language questions customers ask. When a visitor message matches an intent, Zynli routes to the corresponding workflow instead of a generic response.

Order intents

"Where is my order?", "track my package", "order status" — route to order lookup workflows.

Shipping intents

"Why is my shipment delayed?", "when will it arrive?" — route to shipping and tracking workflows.

Returns intents

"Can I return this?", "refund status", "exchange policy" — route to returns workflows.

Billing intents

"Why was I charged?", "payment failed", "invoice request" — route to billing workflows.

Product intents

"Does this fit?", "is it in stock?", "size guide" — route to product KB and catalog workflows.

How API actions fit into workflows

Many support questions need live data that documentation alone cannot provide. API actions in visual flows call your REST endpoints — order systems, fulfillment backends, billing platforms — and use the response in the customer reply.

Import OpenAPI specs or configure REST actions manually
Branch on API response: found vs not found, shipped vs processing
Combine API results with KB policy context in the reply
Log flow runs for agent review on escalation

Example support workflows

Order status lookup

Collect order number and email, call order API, reply with status and tracking link or escalate if not found.

Shipping delay explanation

Pull carrier tracking, combine with shipping SLA from KB, explain delay and set delivery expectations.

Return eligibility check

Answer return window from KB, verify order date via API, guide customer through return steps or escalate exceptions.

Billing charge lookup

Explain charge from policy docs, pull invoice via API, escalate disputes to finance queue.

Product availability

Answer sizing and compatibility from KB, check stock via catalog API when connected.

Where human escalation fits

Workflows automate routine resolution but should not handle sensitive exceptions without human review. Configure escalation steps in flows for billing disputes, damaged goods, lost packages, and cases where API lookup fails.

Escalation passes full conversation thread and flow run logs to agents
Agents can take over the live chat or work a linked ticket
Low-confidence KB answers can trigger automatic escalation rules
Explicit "talk to a human" requests route to the agent inbox

Workflows vs knowledge base alone

KB-only resolution

Best for policy questions: return windows, shipping SLAs, product specs, billing terms.

Workflow resolution

Required for live data: order status, tracking, refund progress, invoice lookups.

Support workflows you can automate

Configure AI support for orders, shipping, returns, billing, and product questions — grounded in your knowledge base and connected to your APIs.

Order Agent

Order status, delivery updates, and order lookup.

Example questions

· Where is my order?
· Has my order shipped?
· Can I change my delivery address?

Example actions

· Check order status
· Fetch tracking number
· Escalate delayed orders

Shipping Agent

Shipping timelines, carrier updates, and delivery exceptions.

Example questions

· When will this ship?
· Why is my delivery late?
· Can I upgrade to express shipping?

Example actions

· Pull carrier tracking
· Explain shipping SLA from KB
· Create ticket for lost packages

Billing Agent

Charges, invoices, payment methods, and billing disputes.

Example questions

· Why was I charged twice?
· Can I update my payment method?
· Where is my invoice?

Example actions

· Look up charge details via API
· Explain billing policy
· Escalate billing disputes

Returns Agent

Return eligibility, refund status, and exchange requests.

Example questions

· How do I return this item?
· When will I get my refund?
· Can I exchange for a different size?

Example actions

· Apply return policy from KB
· Check refund status via API
· Open return ticket for review

AI resolves most issues. Agents handle the rest.

When automation can't resolve an issue — damaged goods, billing disputes, or policy exceptions — escalate to a human agent with full thread history and optional ticket creation.

Low-confidence answers trigger handoff automatically
Agents see chat history, citations, and workflow run logs
Escalations become numbered tickets on your kanban board
Customers track progress via magic-link portal

Visitor

My package arrived damaged. I need a replacement.

AI workflow

Connecting you with an agent — your order details and photos are included.

Human agent

Replacement arranged. Ticket created for tracking.

Frequently asked questions

Do I need Pro for support workflows?

Visual API workflows and intent routing require Pro ($129/mo). Knowledge base answers and human handoff work on lower tiers.

Can I connect my own APIs to workflows?

Yes. Use Actions & Flows to configure REST API calls or import OpenAPI specs. Connect order, shipping, billing, and custom backends.

How do workflows relate to AI agents?

AI agents handle intent routing and KB retrieval. Workflows are the visual automation layer that runs API actions and branching logic when live data is needed.

Can workflows create tickets?

Yes. Escalation steps in workflows can create numbered tickets on your kanban board linked to the original chat conversation.

What if my API is unavailable?

Configure fallback branches: answer from KB with processing-time expectations, or escalate to a human agent for manual lookup.

See how Zynli automates your support

Train AI on your knowledge base, connect your APIs, and resolve order, shipping, billing, and return issues in chat.

Book a demo How Zynli works

Product documentation

Resources

What support workflows are in Zynli

How workflows map to customer intents

Order intents

Shipping intents

Returns intents

Billing intents

Product intents

How API actions fit into workflows

Example support workflows

Order status lookup

Shipping delay explanation

Return eligibility check

Billing charge lookup

Product availability

Where human escalation fits

Workflows vs knowledge base alone

KB-only resolution

Workflow resolution

Support workflows you can automate

Order Agent

Shipping Agent

Billing Agent

Returns Agent

AI resolves most issues. Agents handle the rest.

Frequently asked questions

Do I need Pro for support workflows?

Can I connect my own APIs to workflows?

How do workflows relate to AI agents?

Can workflows create tickets?

What if my API is unavailable?

See how Zynli automates your support

Product documentation

How Zynli works

AI widget docs

Knowledge base docs

AI support with human handoff

Customer support widget with workflows