Workflows

Enhance every conversation with structured, AI-guided steps.

Workflows help your Distance Agent follow a consistent, guided process when interacting with customers. By setting up a clear flow of actions, your Agent gathers the right information in the right order—ensuring every conversation is efficient, accurate, and aligned with your business goals.

Why use Workflows

Workflows allow you to automate how your Agent responds to new inquiries. Instead of manually gathering details or reacting differently each time, your Agent can follow a structured process—from confirming if a customer is within your service area to capturing contact information and understanding what service is needed.

This helps you:

• Qualify leads before taking next steps

• Collect consistent, relevant details across all conversations

• Reduce manual effort for your team

• Move inquiries toward booking or escalation more efficiently

• Maintain a professional, helpful tone at every touchpoint

At the end of each Workflow, a service ticket is automatically created. This ensures that every inquiry is logged, tracked, and available for follow-up—so nothing falls through the cracks.

How to access Workflows

To access and configure your Workflow:

Go to your Distance Dashboard > Workflows > Service booking

Click View to open and customize your workflow steps. Each step can be turned on or off, re-ordered, and edited to fit your process. The Workflow begins with a trigger (when a customer sends a message) and ends with a ticket automatically created for your team.

What a Service Booking Workflow Might Look Like

A typical flow for managing service bookings may include:

1. Customer sends a message

2. Confirm service availability – Ask for the customer’s location to verify if they’re within your service area

3. Capture customer information – Collect full name, email, and phone number

4. Gather job details – Ask about the type of service needed

5. Share pricing estimates (optional) – Provide estimated cost ranges

6. Schedule appointment (optional) – Send a booking link if appropriate

7. Ticket is created – A support ticket is automatically generated at the end of the flow

   

You can fully customize each step to suit your business. For example:

• In Confirm service availability, you can provide internal city lists (used by the Agent but not shared with the customer)

• In Capture customer information, you may allow the Agent to proceed even if a customer doesn’t provide a phone number

• In Gather job details, you can break questions into smaller parts for clarity

Click Edit on any step to adjust its name, add custom instructions, or toggle the step on or off.

Workflows give your team structure and flexibility—ensuring conversations stay on track, details are always captured, and every inquiry is converted into a documented service ticket.

The Service booking workflow is now live. Job inquiry and Customer issue workflows will be available soon.