Creating Scenarios for your AI agent

The instructions below are for desktops and laptops only.

Scenarios let you create tailored workflows for your AI agent based on what visitors ask. When a visitor’s message matches your trigger phrases, the AI agent follows the instructions and conditions you’ve set for that situation.

For example, you can create separate scenarios for order tracking, refunds, appointment scheduling, sales inquiries, or technical support.

Each AI agent has its own Scenarios. If you have multiple AI agents, Scenarios are not shared between them.

This guide shows you how to create and edit Scenarios for your AI agent. It also explains how to use trigger phrases, instructions, conditions, tools, knowledge sources, schedules, and escalation settings within a Scenario.

Before you start

Ensure you have:
  • Enabled the AI Assist add-on
  • Created an AI Agent

To learn more about AI Assist and creating AI agents, see these guides:
Getting started with AI Assist
Deploying multiple AI Agents across support channels

    Creating a Scenario

    1. Log in to your tawk.to account, and select the correct property.

    2. Click Automation on the left navigation bar.

    3. Click Agents on the left submenu.

    4. Select your AI agent. Then, click Scenarios in the left menu.

    5. This opens the Scenarios page. If you haven’t created any scenarios yet, this page will appear empty. Click + Add Scenario at the upper right corner.

    6. In the New Scenario pop-up,

    - Enter the Scenario Name
    This is an internal name visible only to you and your team.

    - Enter at least 3 Trigger Phrases
    These are phrases visitors might use that should activate this Scenario.

    - Enter Negative Examples (optional)
    These are phrases that should not activate this Scenario.

    - Under Steps click + Instruction or + Condition to build your workflow. You can insert integration tools, knowledge sources, schedules, and escalation instructions.

    7. To add more steps, click + Add step and select Instruction or Condition.

    8. After building your workflow, click Create Scenario at the lower right corner.

    Your new scenario will be added to the list on the main Scenarios page. Once the status changes to Processed, the Scenario is ready to use. Ensure the Use and Enabled toggle switches are turned on. Use the widget preview on the right to test your Scenario before making it available to visitors.

    Trigger Phrases

    Trigger Phrases are examples of what visitors might say when they need help with a specific topic or task. When a visitor’s message closely matches one of these phrases, your AI agent activates the Scenario and follows the instructions you’ve created.

    Add phrases that reflect how visitors naturally communicate. Include common wording variations, short questions, and conversational phrases to improve matching accuracy.

    Example Trigger Phrases for an order tracking Scenario:
    • Where is my order?
    • Track my package
    • I haven’t received my order
    • Can you check my delivery status?

    Each Scenario requires at least three Trigger Phrases. Adding more relevant phrases can help your AI agent identify the correct Scenario more accurately.

    Tips for writing effective Trigger Phrases
    • Use natural, conversational language
    • Include common wording variations
    • Keep phrases focused on a single topic or intent
    • Avoid phrases that are too broad
    • Avoid using identical phrases across multiple Scenarios

    Negative Examples (optional)

    Negative Examples help your AI agent understand which visitor messages should not activate the Scenario.

    Use Negative Examples when visitors may use similar wording for different requests. This helps reduce incorrect matches and improves Scenario accuracy.

    For example, if your Scenario handles refunds, you might have a Trigger Phrase “I want a refund” with the following Negative Examples:
    • Where is my order?
    • Cancel my order
    • Change my shipping address

    Adding Negative Examples is optional, but it can help improve performance when multiple Scenarios cover related topics.

    Instructions and Conditions

    Under Steps, you can create the workflow your AI agent follows during a conversation.

    You can add two types of steps:
    • Instructions
    • Conditions

    Instructions,
    Instructions tell your AI agent what to do, say, or check at a specific point in the conversation.
    You can use Instructions to:
    • Reply with information
    • Ask follow-up questions
    • Guide visitors through a process
    • Use tools or knowledge sources
    • Escalate conversations to human agents

    Write Instructions clearly and directly so your AI agent can follow them accurately.

    Example Instructions:
    • Ask the visitor for their order number before checking delivery status.
    • Explain the refund policy in a friendly and professional tone.
    • Escalate the conversation to the Sales department if the visitor asks about enterprise pricing.
    Conditions
    Conditions let your AI agent evaluate a situation and decide what to do next using if-then logic.
    Use Conditions when your workflow depends on visitor responses, schedules, or other criteria.

    Conditions help you create more flexible and personalized conversations.
    Example Conditions:
    • If the visitor provides a valid order number, continue with the tracking steps.
    • If the visitor does not provide an order number, ask them to enter it again.
    • If the conversation happens outside business hours, inform the visitor that a team member will respond later.

    Each Condition includes different paths for your AI agent to follow depending on whether the condition is met.

    Using Tools, Knowledge, Schedules, and Escalations

    Both Instructions and Conditions support additional options that help your AI agent perform more advanced actions. You can insert:
    • Tools
    • Knowledge sources
    • Schedules
    • Escalation instructions
    Tools
    Tools allow your AI agent to access connected integrations.

    To add a tool to an instruction:

    1. Click the wrench icon.

    2. Select the tool from the list.

    The selected tool will be added to the Instruction.

    Knowledge
    Knowledge sources provide additional information your AI agent can reference while responding to visitors. You can use sources such as Knowledge Base articles and shortcuts in your instructions.

    To add a knowledge source:

    1. Click the Knowledge icon. 

    2. Select the data source you want to use.


    The selected data source will be added to the instruction.
    Schedule
    Schedules let you control when an Instruction should apply.

    For example, you may want your AI agent to follow different workflows during business hours and after hours.

    To add a Schedule:

    1. Click the clock icon.

    2. Select the schedule you want to use.


    The selected schedule will be added to the instruction. The instruction will only run during the selected Schedule.
    Escalation
    Escalation settings allow your AI agent to transfer conversations to human agents or departments when needed.

    To add escalation instructions:

    1. Click the agent icon.

    2. Select the escalation type.


    The escalation type will be added to the instruction.

    Editing a scenario

    1. Open the Scenarios main page and click the scenario you want to edit.

    2. Make your changes on the Edit Scenario pop-up.

    3. Click Save changes in the lower right corner when you’re done.

    Important considerations

    • Keep each Scenario focused on one topic or workflow.

    • Avoid overlapping Trigger Phrases across multiple Scenarios.

    • Use Negative Examples to improve Scenario accuracy.

    • Test each Scenario using the widget preview before enabling it for visitors.

    • Review and update your Scenarios regularly as visitor questions and workflows change.

    • Use clear and specific Instructions to help your AI agent respond consistently.

    Related guides

    Getting started with AI Assist
    Deploying multiple AI Agents across support channels
    Understanding AI Assist’s Data Sources
    How to take over a chat from another agent or AI Assist
    Getting notified when your AI agent joins a chat
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