Creating deals from chats with workflows

Visitors who are ready to buy often say so in chat. A workflow can turn those chats into deals in your pipeline, linked to the chat, so that your sales team follows up while the lead is warm.

There are three ways to do it. Pick the one that fits who answers your chats.

Turn on only one way for the same chats. Each workflow decides on its own, so two workflows can each create a deal for the same lead.

You need:

• The property admin role. Only property admins can create and manage workflows.
• A pipeline for your deals, with a stage for new leads.
• For way B or C: AI Assist set up and AI credits available. Way C also needs at least one AI agent. See Getting started with AI Assist.
• For the email to sales in way A: an email inbox connected to your Omnichannel Inbox. The email is sent from that inbox.
• Optional: a Slack incoming webhook for your sales channel. See Sending Slack alerts with workflows.

An agent adds the tag lead to a chat. The workflow then adds a deal linked to that chat, creates a follow-up task and emails your sales team.

The workflow has five parts:

Why a Condition and not a trigger filter: the filter on the Chat tagged trigger cannot pick one tag, so the Condition checks for lead instead.

Watch for repeat tags: the workflow runs each time an agent adds a tag. If a chat already has lead and gets another tag, the workflow creates a second deal.

Why the title is plain text: the visitor's name and email address work only in conditions and Slack messages, so they cannot go in the deal. The link to the chat takes your team to all the details.

For a click-by-click build of this workflow, see Creating your first workflow, step by step.

About 3 minutes after the visitor leaves, AI reads the chat and rates the buying intent:

• Hot visitors become a deal, and your team gets a Slack alert.
• Warm visitors get a follow-up task.
• Cold chats are skipped.

The workflow starts when a chat ends (Chat transcript created). It skips offline messages.

1. Click AI step.
2. In Instruction, change the rules for INTENT=HOT and INTENT=WARM. Keep the codes, because the Condition step checks for them.

The template's instruction is:

You qualify sales leads. The chat transcript is in nodes.fetch_chat.output and the visitor details are in record. Start your reply with INTENT=HOT when the visitor asks about pricing, a demo, budget or a purchase timeline, INTENT=WARM when they are interested but not ready, or INTENT=COLD otherwise. Then write " | " and one sentence on who they are and what they need. Keep the whole reply under 250 characters.

Write your rules the same way, with the signs that matter in your business. See Fit it to your business below.

1. Click Create.
2. Click the Settings tab.
3. Turn on Enabled.
4. Click Save.
5. Open your website as a visitor and start a chat that sounds like a hot lead, for example "How much is your premium plan? We want to buy this month."
6. Close the website tab.
7. Wait about 3 minutes, then open the Runs tab.
8. Click the new run to see the AI's rating and which branch it took.

The new deal's title starts with Chat lead:, followed by the AI's rating and its one-line summary.

Your AI agent talks to the visitor. Once it knows their name, email address and need, it starts the workflow, which creates the deal and alerts sales.

1. Go to Automations > Workflows.
2. Click Browse templates (or Start from a template if you have no workflows yet).
3. Click Qualified lead hand-off.
4. In the Finish setting up this template checklist, select the Pipeline and Pipeline stage for new leads.
5. In the checklist, paste your Slack webhook URL in Slack channel and click Apply. If you do not use Slack, click the trash icon of the Send Slack notification step.
6. Optional: to give each lead an owner, click the Create card step and select an Assignee.
7. Click Create.
8. Click the Settings tab.
9. Turn on Enabled.
10. Click Save.
11. Go to Automations > Agents and open your agent.
12. Click Tools, then the Workflows tab.
13. Make sure that the switch next to the workflow is on.

Important: This template is available to All AI agents. When you enable it, all your agents can use it.

1. Open the chat preview of your agent.
2. Act as a buyer, for example: "Hi, we need a quote for 3 locations. My name is Sam Lee, sam@yourcompany.com. We want to start next month."
3. Open the Runs tab of the workflow. The new run shows Agent test as the source.
4. Open your pipeline. The new deal has the title Company - Name, high priority and AI agent as the lead source. Its description has the need, budget, timeline and email address.

Important: A test from the preview is a real run. It creates a real deal and posts to Slack. Delete the test deal when you are done.

Do you need other details, for example a move-in date? The template's inputs are fixed. Make your own workflow with the AI agent trigger, add your own inputs, then add a Create card step that uses them. See Letting your AI agent run workflows.

For way A, tell your agents when a chat counts as a lead. For way B, put these signs in the AI step's instruction. For way C, your agent's knowledge and instructions decide what it asks before it creates the deal.

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