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What Are Scenarios?

Scenarios are powerful automations that let your AI assistant take custom actions based on specific triggers. By building scenarios, you can create tailored workflows, like asking different qualifying questions for different types of leads, retrieving appointment availability, scheduling, rescheduling, or cancelling appointments, or calling other external tools via API. They’re flexible, modular, and work across all your assistants. With scenarios, you can:
  • Collect missing info (like phone or email)
  • Send a webhook to your internal system
  • Vary call flow by specific qualifiers like business location or customer type

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How They Work

Each Scenario includes:
  • Trigger – When it should run (e.g., user asks to schedule a meeting, user needs details about their appointment)
  • Steps – What it should do (e.g., ask a question, call an API)
  • Rules (optional) – Conditions for how the assistant should behave in this scenario
  • Attributes (optional) – Custom fields for each assistant as it relates to this scenario
You can enable a Scenario for as many assistants as you’d like. You can also keep a Scenario as a draft if it’s still in progress.

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Example Use Cases

  • Retrieve appointment availability
  • Schedule, reschedule, or cancel appointments
  • Look up customer details in your CRM, POS or other tool
  • Automate customer interactions based on specific needs

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Availability

Scenario Builder is available to Plus plan users only.

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Where to Find Scenario Builder

You can access the Scenario Builder by navigating to Manage Scenarios under the Assistant dropdown in the top bar header of your customer portal.

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Getting Started

To build your first Scenario, follow our step-by-step guide.
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