Your first workflow

Prepare the scope #

• Pick one task, such as answering office hours or collecting appointment requests.
• Name the staff team that monitors approvals and handoffs, and decide how often it checks the queue.
• Gather approved facts, the required calendar identifiers if scheduling is included, and the administrator’s credential reference.
• Agree which actions may run automatically and which require a staff decision.

For healthcare, start with administrative access work. Route clinical questions and urgent concerns according to your facility’s approved procedures. A role name does not enable clinical-system access.

Build the first workflow step by step #

1. Use Setup or Workflows to create a draft role.
2. Open Agent teamsAgent settings. Review its name, opening line, channels, voice, capabilities, and attached rules.
3. Open Rule settings. Allow only the needed actions, grant their required data access, and set identity, approval, and handover requirements.
4. Add a few approved answers in Knowledge.
5. If the task updates a calendar, configure and verify the connection in Connections.
6. Set the relevant staff destination and facility assignment in Routing & staff, then choose Save controls.
7. Run the testing checklist with approved test data. Inspect the conversation’s actions and trace.
8. When the checks pass, choose Turn agent on in the agent detail page.
9. For phone or SMS, have the administrator complete Telnyx setup and assign the purchased number in Phone numbers.
10. Check Channels, assign the workflow, and activate the channel if it is paused and ready. Test the real incoming path before announcing it to clients.

What counts as ready #

After activation #

For the first rollout, review conversations and the queue frequently. Use Daily staff routine to spot failed or uncertain actions, update manual staff availability, and record useful outcome feedback. If intake must stop, an administrator can pause the channel or agent and continue reviewing existing records.