Guide 01

Prepare your first workflow

Choose one task and test the path from a customer's question to a clear outcome.

5 steps≈ 1 min read

Before you begin

A launch owner, a description of the business, current service information, and a test contact with no real customer data.

What to do

Choose a task
Describe one task, such as clarifying the service and passing on an appointment request. Define the expected outcome in advance and decide which actions remain with a team member.
Gather the knowledge
Collect the essential information: address, opening hours, service descriptions and prices, and order terms. Assign someone to verify and update it.
Agree on the handoff route
Agree on an available channel, who receives requests, and how to hand over to a person. Do not start with several channels and every process at once.
Run the scenarios
Run test conversations in Russian, Kazakh and English: a routine request, incomplete information, a question outside the knowledge base, and a request to speak to a person. Use fictional test contacts.
Check the result
Check the result with the recipient: they should see the request, contact details, language, and next step. Fix any errors, assign someone to handle the first inquiries, and only then agree on the launch.

Run the scenario with test data. Verify the result in your business system and make sure the responsible employee knows the next step.

This guide explains how to prepare and test a process. Available actions depend on your setup.