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Capacity, workflows and agents

Abilities, workflows and agents answer three different questions.

Brick Question Content
Capacity What can ELChat do? A business objective combined with several available tools
Workflow In what order should we act? A trigger and a series of mandatory or optional steps
Agent Who acts and for what purpose? A name, objective, tone, skills and authorized workflows

Capacity: making tools reusable

Section titled “Capacity: making tools reusable”

A capacity comprises technical actions under a trade title.

For example, a Rendez-vous capability can associate, if connected tools allow:

  • consultation of availabilities;
  • the creation of an event;
  • the recovery of the appointment link.

The user of workflow then reason as a business objective, not as an API name.

Workflow: organize the process

A workflow contains:

  • a name;
  • a description of the trigger in natural language;
  • ordered steps;
  • one capacity per step;
  • mandatory or optional steps;
  • an active or inactive state.

The current route does not show any conditional branch editor or integrated manual test button. Do not design a workflow assuming these functions are available.

Agent: wear a goal

An agent shall include:

  • a name;
  • an objective;
  • a professional, friendly, concise, enthusiastic or personalized tone;
  • skills;
  • a list of authorized workflows;
  • a published or disabled state;
  • possibly the default agent status.

When several officers are active, the supervisor can select the one that best fits the request.

How the three combine

Section titled “How the three combine”
Agent commercial
      ↓ utilise
Workflow de prise de rendez-vous
      ↓ enchaîne
Capacité de qualification + capacité de calendrier
      ↓ appellent
Actions HubSpot et Google Calendar autorisées

This example requires the corresponding connectors and a consistent configuration of permissions.

Section titled “Recommended Setup Order”
  1. Connect the necessary tools.
  2. Review and settle permissions for their actions.
  3. Create a simple capacity.
  4. Reuse it in a short workflow.
  5. Create an agent with a specific goal.
  6. Allow only the workflows useful to this agent.
  7. Publish agent after verification.