Automate Piper’s Workflows & Activities

This article explains how to use Piper Workflows to automate business processes to optimize AI SDR performance based on visitor interactions.

• What are Workflows?
• Piper Workflow Triggers

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What are Workflows?

Workflows enable Qualified Admins to automate complex business logic, and centralize into one place, while ensuring efficient and effective visitor interactions.

How Do Workflows Work?

Workflows are composed of Triggers and Actions:

• Triggers initiate the workflow when specific conditions are met. They are essential for automating responses based on visitor interactions, such as starting a conversation with the AI SDR or booking a meeting
• Actions define the tasks that the workflow will execute once triggered, such as sending a Slack notification, creating a Task or Event in Salesforce, or updating a record in Salesforce or Marketing Automation Platform.

Interested in learning more about Workflows? Check out Workflows: A Comprehensive Guide

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Piper Workflow Triggers

Below are common Workflow Triggers used for business processes related to interactions with Piper the AI SDR. 

Conversations with an AI SDR 

This workflow activates when a visitor exchanges messages with Piper. It can trigger actions like updating lead details in Salesforce or alerting a sales rep via Slack.

Auto Pounce Sent & Auto Pounce Reply 

When Piper automatically engages a visitor (auto pounce), this workflow triggers immediately. If the visitor responds, subsequent workflows can update the CRM or escalate the conversation to a live rep.

Inbound Chat Request from AI SDR

If a visitor requests to chat with a live rep during their conversation with Piper, this workflow routes the request to the appropriate agent or queues it for when a rep is available.

Lead Capture

The Lead Capture workflow will automatically create leads in external systems after Piper collects a visitor’s email. It triggers once key events occur, such as booking a meeting, completing a conversation with a rep or Piper who gathers all required information, or when an experience or session ends.

Meeting Offered & Meeting Booked

When Piper offers or books a meeting during a conversation, the workflow can push meeting details to your CRM, alert the assigned sales rep, update visitor records, sync the meeting with your calendar, and send confirmation emails to both the visitor and sales rep.

See a complete list of all Workflow Triggers and definitions here: Workflows: A Comprehensive Guide