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Create Workflows or Procedures using plain English

Plain-English procedures power IrisAgent’s AI Agent for chat and voice — the AI Agent uses them at runtime to decide when to trigger a workflow and what steps to follow. This is the fastest way to automate customer-facing conversations without building flowcharts or writing code.
Procedures take precedence over answers from your trained knowledge base. When an incoming query matches a procedure’s scenario, the AI Agent will follow the procedure’s steps instead of generating an answer from your trained articles or past tickets. Use procedures whenever you want to enforce a specific flow (e.g. collect required fields, call an API, or hand off to a team) rather than relying on a free-form AI response.
You can configure standard operating procedures by describing them in plain English — also called SmartOps. Instead of designing a rigid decision tree, you simply describe the scenario and the steps the AI Agent should take, and IrisAgent trains a model to automatically recognize when the scenario applies and execute the workflow end-to-end. Common use cases:
  • Order status lookups: “When a customer asks about the status of their order, collect their order ID and look it up using the Order Status API.”
  • Refund and cancellation handling: “If a customer requests a refund, verify the order is within the 30-day window, confirm the reason, and create a refund ticket in Zendesk.”
  • Password reset and account unlocks: “When a user says they are locked out, verify their email, trigger a password reset link, and confirm once it has been sent.”
  • Subscription upgrades or downgrades: “If a customer wants to change their plan, confirm the new tier, check eligibility, and hand off to billing if manual approval is needed.”
  • Appointment scheduling: “When a customer asks to book a demo, collect their preferred date, time, and timezone, then create the calendar event.”
  • Troubleshooting known issues: “If the customer reports login errors on the mobile app, ask for their app version and OS, then walk them through the standard fix.”
To create a plain-English procedure:
  1. Navigate to the Procedures -> All Procedures page on the IrisAgent dashboard and click on the + Create New Procedure button on the top.
  2. Enter the name, a short scenario description (when the AI Agent should trigger this procedure), and the actions the AI Agent should take (the steps, questions to ask, and any APIs or systems to call). Click on Save.
Write scenario descriptions the way you would brief a new agent — focus on the customer intent (“when a customer asks about…”) rather than exact phrasing. IrisAgent’s AI handles the wording variations, so you don’t need to list every possible way a customer might phrase the request.

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Using Custom APIs in plain-English procedures

IrisAgent can call your own external APIs mid-conversation to look up live data — such as order status, account tier, or subscription details — and present the result to the customer in natural language, without any agent involvement. How it works:
  1. A customer asks a question that requires real-time data (e.g. “What is the status of my order?”).
  2. IrisAgent’s AI identifies the relevant workflow and determines what information it needs to collect (e.g. the order number).
  3. The AI asks the customer follow-up questions, one at a time, until it has all required fields.
  4. IrisAgent automatically calls your configured API with the collected data and the ticket’s context.
  5. The API response is handed back to the AI, which formats it into a natural-language answer for the customer.
Prerequisites: You must first configure the API under Custom APIs. During setup, any {{variableName}} placeholder you add to the URL or request body that is not a built-in ticket variable (e.g. {{orderId}}, {{email}}) is automatically treated as a field to collect from the customer. Example: A SmartOp for order status lookup might be described as:
“When a customer asks about the status of their order, collect their order ID and look it up using the Order Status API.”
IrisAgent maps “Order Status API” to the configured Custom API, collects {{orderId}} from the customer, calls the endpoint, and replies with the result — all without leaving the chat.

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Create Workflows using drag and drop interface (only for cases)

This workflow builder applies to cases (tickets) only. For chat and voice automation, use the plain-English procedures described above.
Agents and supervisors spend manual effort in triaging and resolving cases that may already be known or solved previously. IrisAgent solves this with automated case workflows built on AI-powered tagging, AI-based answers to known issues, and configurable actions for ticket assignment and notifications. Using the drag and drop trigger builder, you can combine any number of Conditions (such as AI category, AI sentiment, keywords in the subject or description, priority, channel, or customer attributes) with Actions (such as assigning to a team, adding tags, setting priority, posting an internal note, or sending a notification) — no code required. Common use cases:
  • Auto-tagging cases by AI category: Automatically apply tags like billing, refund, or outage when IrisAgent’s AI classifies an incoming case, so reports and views stay consistent without agent effort.
  • Routing based on AI categories or keywords: Send all cases tagged as billing to the Finance queue, or route any case mentioning “cancel my subscription” to a retention specialist.
  • Priority escalation: Automatically set priority to Urgent and notify a supervisor on Slack when a case is classified as an outage or contains churn-risk language.
  • Known-issue auto-response: When a case matches a known issue (e.g. a recurring bug), post IrisAgent’s AI-generated answer as a private note so the agent can reply in one click.
  • VIP handling: Route cases from enterprise or high-ARR customers to a dedicated team and add a “VIP” tag.
  • Sentiment-based escalation: Flag cases with negative sentiment for supervisor review or auto-assign them to a senior agent.
To create a new case workflow:
  1. Go to the Automations -> Triggers page on the IrisAgent dashboard and click on the + Create New Trigger button on the top-right.
  2. Drag and drop any number of Conditions (e.g. AI category equals billing, subject contains refund) and Actions (e.g. assign to team, add tag, set priority, send notification) into your trigger. Conditions are evaluated with AND logic, so the trigger fires only when all conditions are met.
  3. Give your trigger a name by clicking on the pencil icon.
  4. Click on the Add New Trigger button to save the trigger. The workflow will start running on new incoming cases immediately.
Start with a narrow condition set (for example, one AI category plus one keyword) and review the first few cases it fires on before broadening the rule. This helps you validate the behavior without mis-routing a large volume of cases.

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Enable AI insights as a private note in your ticketing system


You can show IrisAgent’s AI insights as a private note on tickets so that it’s front and center for your agents.
  1. Go to the Automations -> Triggers page on the IrisAgent dashboard.
  2. Enable or disable the toggle on the top for Private Note
  3. Click on the gear icon on the Private Note card to select/unselect the AI insights you’d like to show as a private note.
Feel free to email us if you encounter any issues or require assistance with product onboarding.