Agent or workflow?
Short answer
Section titled “Short answer”- Create a workflow to describe a reusable sequence of steps.
- Create a agent to give a purpose, tone and scope of workflows to a specialized identity.
- Associate them when an agent has to apply a defined process.
Comparison
Section titled “Comparison”| Question | Workflow | Agent |
|---|---|---|
| Does he describe an enforcement order? | Yes | No, he uses workflows. |
| Does it have an objective and a tone? | No | Yes |
| Does it contain mandatory or optional steps? | Yes | No |
| Can it be activated or disabled? | Yes | Yes |
| Does he use abilities? | Yes, as steps | Indirectly, by authorized workflows |
| Selected according to a request? | By its trigger | Yes, among active agents |
Choose workflow alone
Section titled “Choose workflow alone”A workflow is enough when you need a reusable process:
- prepare an appointment;
- processing a request for support;
- analyse an intention to purchase;
- update several tools in a specific order.
The exact availability depends on the capacity and recipes installed in your environment.
Choose an agent
Section titled “Choose an agent”Create an agent when you need to define:
- a clear mission;
- a way of expressing oneself;
- a set of skills;
- a limited scope of workflows;
- a specialized identity among several agents.
Use them together
Section titled “Use them together”A commercial agent may be allowed to use a qualification workflow and appointment making workflow. A support agent may receive another perimeter.
Workflow remains reusable: several agents can access it if you allow in their configuration.
Permissions remain indispensable
Section titled “Permissions remain indispensable”Allowing workflow for an agent does not circumvent the permissions of actions. An action may always be automatic, subject to confirmation or refused.