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Workflow Nodes

This article provides a comprehensive overview of the different nodes available in the ArminCX Workflow Builder. These nodes are the building blocks that allow you to automate customer service processes, from extracting information to taking actions in external systems.

Just watch the following Loom Video, or check out the article below:

1. Extract Data Node

The Extract Data node acts as the "intelligence" of your workflow. It identifies and pulls specific pieces of information from customer messages so they can be used in later steps.

  • How it works: You define a variable (e.g., order_id) and tell the AI what kind of data to look for (Text, File, Image, or PDF).

  • Prompting for Info: In the description field, you can explain exactly what the AI should look for.

  • Missing Information: If a customer hasn't provided the necessary data yet, you can use the description to instruct the AI on exactly how to ask the customer for the missing details.

  • Common uses: Extracting shipping addresses, tracking numbers, customer names, or custom variables.

2. Integration Nodes (e.g., Shopify, Hive, etc.)

Integration nodes allow your workflow to "talk" to external platforms.

  • Actions: Depending on the integration, you can perform various actions, such as Get Order, Cancel Order, or Get Shipment.

  • Variable Injection: You can use data from the Extract Data node (like an order_id) to tell the integration exactly which record to look for.

  • Multi-Account Support: If you have multiple accounts connected (e.g., three different Shopify stores), you can select a specific one or choose "All" for the AI to search through.

3. Condition Node

The Condition node is a classic "True or False" (Yes/No) branch that directs the flow of the ticket based on specific criteria.

  • Logic: You define a rule (e.g., "Is the Order ID empty?").

  • Accessing Data: By typing a backslash \, you can access a dropdown menu containing all data from previous nodes, including ticket details, contact info, and API results from integrations.

  • Branching: If the condition is met, the workflow follows the Yes path; otherwise, it follows the No path.

4. AI Message Node

This node allows the AI to generate a response directly to the customer.

  • Guidelines vs. Exact Text: You can either give the AI general guidelines (e.g., "Be friendly and provide the tracking link") or provide a strict template the AI must follow.

  • Dynamic Content: You can insert variables (like the customer's name or a tracking URL) into the message to make the response personalized and accurate.

5. Send Email Node

The Send Email node is used to send an outbound email to a specific recipient. This is particularly useful for notifying external partners or sending confirmations.

  • Channel: Select the specific email channel you want the message to be sent from.

  • Recipients: Define the "To" email address.

  • Content: Customize the Subject and the Message body.

  • Attachments: You can include files or documents from previous workflow steps as attachments.

6. Assign Ticket Node

When a workflow cannot solve a problem automatically, the Assign Ticket node ensures a human takes over.

  • Individual Assignment: Send the ticket directly to a specific agent.

  • Team Assignment: Assign the ticket to a predefined team.

  • Round Robin: If assigned to a team, the system can distribute tickets evenly among team members.

7. Update Ticket Node

This should typically be the final node in any workflow. it ensures your workspace remains organized by updating the ticket's metadata.

  • Status: Change the ticket status to Open, On Hold, or Resolved.

  • Tags: Automatically add tags (e.g., "Shipping Issue") for better reporting.

  • Priority & Sentiment: Set the priority level or record the customer's sentiment based on the interaction.

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