Workflow design guide
How to scope an AI agent workflow
The best agent projects begin with a clear operating model. Use this framework to map the work before discussing models, channels, or automation volume.
Start with the business event
Name the event that creates work: a new inquiry, an inbound call, a follow-up date, a campaign state, or another observable condition. If the start is vague, the automation will be vague too.
- What starts the workflow?
- Which customer and account context is available?
- Who owns the workflow today?
Define the conversation’s job
Write the questions the agent needs answered and the information it may use. Separate required facts from useful context, and make an honest fallback for questions beyond the approved scope.
- What must the agent understand?
- What can it answer?
- What must it never claim or decide?
Map every valid outcome
Do not design only the happy path. A useful workflow includes booking, follow-up, routing, stopping, retrying, opt-out, and human escalation where relevant.
Choose acceptance criteria
Evaluate whether the workflow produces correct, usable outcomes, not whether one demo conversation sounds impressive. Review action accuracy, context quality, handoffs, failure modes, and customer experience.