Pre-build prep: Documenting workflows for automation

Note: If you already have comprehensive, step-by-step Standard Operating Procedures (SOPs) that include decision criteria, required systems, and all possible outcomes for your customer service processes, you may be able to skip this documentation exercise and move directly to our "Building workflows" guide.

Overview

Before implementing automated customer service solutions, documenting your existing workflows is essential for success. This preparation step helps you identify which processes are ready for automation and ensures smooth implementation of AI-powered resolution paths.

What Are Resolution Paths?

Resolution paths are intelligent, automated workflows that combine decision-tree logic with AI to handle customer inquiries. They work best for processes that are:

• Repeatable - Follow consistent patterns
• Linear - Have clear step-by-step progressions
• Actionable - Lead to specific outcomes

Identifying Workflows to Document

Focus on processes that will provide the most value when automated:

High-Priority Workflows

• Common daily tasks that agents perform repeatedly
• Time-consuming processes that slow down response times
• Standard responses currently handled by templates or macros
• Policy-based decisions with clear criteria

Common Examples

• Return and refund requests
• Cancellation processing
• Account access issues
• Shipping and delivery inquiries
• Pricing and discount explanations
• Basic troubleshooting steps

Essential Documentation Elements

When documenting each workflow, capture these key details:

1. Trigger Conditions

• What types of customer inquiries activate this process?
• What keywords or phrases indicate this workflow is needed?
• Are there specific customer segments or situations where this applies?

2. Required Information and Systems

• What customer data is needed (order numbers, account details, dates)?
• Which internal systems must be accessed (CRM, order management, billing)?
• What permissions or access levels are required?

3. Step-by-Step Process

Document the workflow as you would explain it to a new team member:

• What is the first action an agent takes?
• How does the agent determine the next step?
• What are the decision points and criteria?
• What happens at each branch of the process?

4. Possible Outcomes

• What are all the different results this process can produce?
• What does the customer communication look like for each outcome?
• Are there follow-up actions required after the initial response?

Documentation Best Practices

Structure Your Content Clearly

• Use descriptive headings and subheadings
• Break information into short, digestible paragraphs
• Organize steps in logical, sequential order
• Include bullet points for lists and criteria

Write for Clarity

• Use plain, straightforward language
• Define any technical terms or abbreviations
• Be specific about timing, quantities, and criteria
• Avoid ambiguous phrases like "usually" or "sometimes"

Include Decision Logic

• Clearly state the "if/then" conditions
• Specify exact criteria for each decision point
• Document exception cases and edge scenarios
• Map out all possible paths through the workflow

Example: Password Reset Workflow

Here's how a well-documented workflow looks in practice:

What triggers this workflow: Customer says they can't log in, forgot password, need to reset password, or can't access their account due to login issues.

Step-by-step process:

1. Agent asks: "What email address is associated with your account?"
2. Agent searches customer database using the provided email
3. Decision point: Is the email found in the system?
   • If YES: Agent clicks "Send Password Reset" button in customer profile
   • If NO: Agent explains no account exists with that email and offers to help create new account

What the customer receives:

• Account found: "I've sent a password reset link to [email]. Please check your inbox and spam folder. The link expires in 24 hours. Let me know if you don't receive it!"
• No account found: "I don't see an account with that email address. Would you like me to help you create a new account, or do you think you might have used a different email?"

Visualizing Complex Workflows

For processes with multiple decision points, create visual aids:

Decision Trees

Map out branching logic with clear yes/no decision points and resulting actions.

Process Tables

Create tables showing different scenarios and their corresponding actions:

Customer Situtation	Required Action	Outcome
Order within 30 days	Generate return link	Full return processed
Order 31-60 days old	Offer exchange portal	Exchange only
Order over 60 days	Explain policy	No return/exchange

 

Single vs. Multiple Resolution Paths

Single Resolution Path

Use when the customer intent is consistent but outcomes vary based on circumstances. Example: All return requests follow the same process but result in different responses based on order age.

Multiple Resolution Paths

Create separate paths when customer intents are fundamentally different. Example: Return requests vs. cancellation requests vs. account access issues.