Agent workflows and module actions

Nexaflow agents can do more than answer questions when modules are enabled. They can update records, create tickets, check availability, and route work.

#What counts as a workflow

A workflow is any conversation that moves from message to action.

Examples:

• Lead request → capture qualification details → save CRM note.
• Refund question → answer from policy → update support ticket.
• Booking request → check availability → create appointment.
• Vendor question → check finance policy → route approval.
• New hire question → answer onboarding policy → update checklist row.

#Build a workflow

1. Define the job the agent should handle.
2. Add the required source knowledge.
3. Install the required module.
4. Enable the module for the agent.
5. Add clear system instructions.
6. Test the flow in Playground.
7. Review sessions after launch.

#Good workflow instructions

Tell the agent:

• What information to collect.
• Which module to use.
• When to ask follow-up questions.
• When not to write data.
• When to escalate.
• What to say after the action completes.

#Example: lead qualification

Instructions:

• Ask for name, email, company, team size, timeline, and goal.
• Save the lead only after name and email are provided.
• Add qualification notes.
• Escalate enterprise or procurement requests.

#Example: support ticket

Instructions:

• Search the policy first.
• If the question is resolved, summarize the answer.
• If the issue needs follow-up, create or update a ticket.
• Mark urgent issues based on keywords or user sentiment.

#Related guides

• Modules overview
• CRM module
• Ticketing module