How to create great Breezy workflows

Workflows are like giving Breezy a cheat sheet. They’re simple prompts you set up so Breezy knows exactly what to do in certain situations. Imagine a customer wants to reschedule, request a refund, or check their booking details. You can tell Breezy how you want it to handle that situation.

Think of them as “if this happens → then do this” instructions. This blog talks to how to make them great.

Start with real customer examples

Look at your inbox, WhatsApps, or support tickets. What are customers asking most often? These are perfect candidates for workflows, for example:

“Can I move my booking to next week?”

“I’d like a refund, please”

“What time does my booking start?”

Keep your workflow simple and direct

Breezy doesn’t need a novel, just clear instructions. You can type instructions in normal language in the same way you would write the playbook for a human employee;

If a customer asks to reschedule → Check the reschedule policy → Check their booking in [Booking Platform] → Offer them the available slots → Update the booking once they choose.

Be specific about the action

If you want a specific process to be followed say exactly what Breezy should do, step-by-step. The more specific you are, the fewer mistakes and the faster Breezy can act.

Test and tweak

Breezy is the fastest learner you will ever employee. Run the workflow with a few real customers. If Breezy didn't respond exactly how you wanted then edit the workflow, it’s easy to adjust and Breezy will update instantly.

Think beyond “problem solving”

Workflows aren’t just for fixing issues, they can help you upsell or delight customers:

Offer extras (“Would you like to add lunch to your booking?”)

Trigger reminders (“Don’t forget to bring ID!”)

Share helpful info (“Here’s where to park”)

Quick tip: Start with your top 5 most common requests, nail those workflows, then build more over time. The goal isn’t to have every possible scenario covered on day one, it’s to make sure the things that happen most often run smoothly without you lifting a finger.