Fynn workflows

With Fynn workflows you decide which requests Fynn takes in for your team. A customer wants a repair, a callback or a new feature: Fynn asks for everything your team needs, reads it all back to the customer and asks: “Is that right?” Only when the customer says yes does the request go where you decided. Fynn workflows are part of every paid plan.

Where to find them

Go to Fynn > Fynn workflows. Anyone who may manage bots can set them up. Every change shows under All changes to Fynn and in the audit log.

The list shows each workflow with its status: Draft, Live, Paused or Needs attention when its target cannot take requests right now, with the reason and where to fix it. Below that it says where the workflow goes, where Fynn uses it and, in words, what became of the requests in the last 30 days. Edit opens a workflow; under More you find Duplicate and Delete.

Create a workflow

Click New workflow and pick a template or Start from scratch. The templates are Job request, Viewing request, Appointment request, Callback request, Feature request, Damaged or wrong goods and Sales inquiry, your industry's first. A template only fills in a draft; you change what is different for you. The editor has 4 steps:

1. How does Fynn recognize the request? Under How your customers might write it, write 2 or 3 messages exactly the way customers send them to you, up to 8. Under What do these messages have in common? you write one sentence for Fynn that customers never see. You cannot publish without it. Don't mix it up with holds messages that sound similar but want something else, up to 8; Fynn simply answers those. Does Fynn recognize your examples? with Check shows whether Fynn would take the request for each message. Below it, under Where should Fynn take this request?, you pick Everywhere Fynn answers or only some inboxes.
2. What should Fynn ask the customer? Depending on the kind of request, Fynn asks for some details by himself, for example the address for a job. Leave these questions out removes them. Under Your own questions on top you write up to 10 questions the way Fynn should ask them. The customer answers in their own words, with a number, with a date, with yes or no, or by picking one. For each question you decide whether The customer must answer this, what it is called when Fynn reads it back, and whether Fynn also keeps the answer on the contact. Under How does your team get back to the customer afterwards? you pick In the same chat, By email or phone or By phone. Fynn never asks for what he already knows.
3. Where should the request go? Exactly one place, see below.
4. What does Fynn say at the end? Under By when do you get back? you name a time or none. For a ticket for a person, Fynn can mention them by name. With Mark the conversation with, the conversation gets a label after the yes, so you find these requests again quickly.

How the chat goes shows the whole chat as an example built from your settings. Save keeps a draft, and after Publish Fynn uses the workflow from the next message. Changes to a live workflow stay a draft until you publish again, so your customers never see a half finished version. Under More actions you find Pause, Resume, Back to the live version and Delete.

Where a request can go

• To your team: Fynn passes the chat with all details to your team. Under Who gets the chat? you pick a person or, from Business, a team. If you pick no one, the chat is assigned like any other.
• To a connected tool: for example Jobber or Lexware Office for job requests, Propstack or Justimmo for property requests. The tool must be connected under Integrations.
• As a ticket: a ticket with all details. You pick who gets it, the category, how urgent it is and up to 5 people who get a note on the ticket. Tickets come with Enterprise and must be switched on.
• To your own system (for developers): the confirmed request goes as a webhook to an address under Settings > Webhooks that ticks the event Request from a Fynn workflow. Webhooks come with Startup.

If a target ever fails, Fynn passes the request with all details to your team, and the workflow shows Needs attention.

What the customer sees

Fynn asks for what is still missing, in the customer's language, and skips what he already knows. Then he reads back what he noted and asks whether it is right, for example: “Here's what I noted: Issue: heating repair. Address: 5 Main Street. Is that right?” Nothing goes out before the customer says yes. Afterwards Fynn says that the request is with the team and, if you set it, by when someone gets back. If a customer stops halfway through a request, you decide under Fynn > Where Fynn answers, in What if it goes quiet?, when your team gets what Fynn has so far.

Test before it goes live

Try it with Fynn now under How the chat goes opens Try Fynn with your draft, unsaved changes included. Write the way a customer would: you see whether Fynn takes the request and where it would go. Nothing is created or sent. Under Fynn > Check, Does Fynn pick the right Fynn workflow? shows whether Fynn picks the right workflow for the examples of all workflows.

Set up with Copilot

On the Fynn workflows page, click Set up with Copilot and describe in your own words what Fynn should do, for example “When someone wants a callback, ask for the topic and the best time.” Copilot asks when something is missing and shows you the finished workflow. It is saved as a draft only after your yes.

Appointments

When Fynn can book appointments himself (see Appointments with Fynn), he books them right in the chat. In a workflow that takes in appointment wishes, switch on Is this about an appointment?. Fynn then uses it only while he cannot book the appointment himself, for example in a salon or practice without a connected calendar.

Connected tools

The card of a connected tool, such as What Fynn does with Jobber, shows which workflows send requests to the tool, or a link to create one. Where switches on this card used to send requests, those became live workflows, so nothing changed for your customers.

FAQ

Which plan do I need?

Fynn workflows are part of every paid plan: Startup, Business and Enterprise. Handing over to the team and connected tools work everywhere, a team as the receiver from Business, your own system from Startup, Deskwoot tickets with Enterprise.

Does a workflow cost extra AI conversations?

No. A chat with Fynn counts as one AI conversation, as before. The questions, the read back and the request cost nothing extra. Try Fynn, Check and Set up with Copilot do not count as AI conversations.

What happens when the customer says no?

Nothing is sent. The customer can correct a detail, and Fynn reads everything back again, or simply keep chatting.

How many workflows can I have?

Up to 50 per workspace, each with up to 10 questions of your own.

Can Fynn send the same request twice?

No. When the same request already went out in the last 7 days, Fynn tells the customer it is already with the team. Fynn also takes at most 3 requests per conversation and day.