How to create great workflows on Breezy

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. The are the rules that Breezy operates within. These are critical to making an AI Assistant successful. We explain how AI can go wrong in our post on if it is safe to let AI Agents manage your bookings. This post explains how to make sure your workflows are optimised and Breezy is set up for success.

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?”

Pay attention to the specific language your customers use. If they frequently phrase it as 'I want to move my booking to later in the week,' it's key to instruct Breezy to identify the exact week they are referring to. This ensures that Breezy can accurately interpret and respond to their request, minimizing any potential confusion or errors.

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.

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If a customer asks to reschedule THEN Check the reschedule policy AND Check their booking in [Booking Platform] THEN Offer them the available slots AND 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 example customer requests. If Breezy didn't respond exactly how you wanted then edit the workflow, it’s easy to adjust and Breezy will update instantly. You will see the changes you make change Breezy in real time.

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”)

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.