Procedures, Workflows, and Tools

There are three tools that enable BLE AI to do more than just provide free-form responses: procedures that pause and resume where they left off, flows that set up scripted conversations, and tools that read data from your own systems. All three are located in the Automation folder on the BLE AI dashboard.

• BLE AIOpen "Procedures, Workflows, and Tools" from the Automation folder
• Guidelines and AttributesFields and Audiences Used in Conditions
• Testing, Quality, and CreditTest what you’ve set up before publishing

Which one should you use and when?

1. Procedures

1. Create — On the BLE AI › Automation › Procedures screen, click "New Procedure," enter a name, and click "Create."
2. Define the start — In the "When should it start?" field, enter one sample customer sentence per line (e.g., "I want to cancel my order").
3. Add steps — Use "Add Step" to give each step a name and select its type from the "What does it do" list.
4. Publish — The "Publish" steps take the content live; set the "Status" field to Live and click "Save." Ongoing conversations will continue using the version in which they began.

Action types: Send a message, Reply from the knowledge base, Call a connector, Read an attribute, Set a Value for an Attribute, Branch Based on a Condition, Wait for a Customer, Wait for a Webhook, Ask an Agent, Add an Internal Note, Tag the Conversation, Transfer to an Agent, Proceed to Another Procedure, and End. For waiting steps, you select the “Maximum wait time (minutes)” and what happens if the message never arrives (end the procedure, transfer to an agent, or continue from the next step). In the “Call the connector” step, you can name the result of the tool you selected using “Save the result as” and use it in a subsequent message in the format {{ad}}.

When a procedure takes over a call, the agent does not interject their own response. The "Runs" list displays the status of each run: Running, Waiting for Customer, Waiting for Webhook, Waiting for Agent, Failed, Completed.

2. Workflows

BLE AI › Automation › On the "Flows" screen, clicking "Add New Flow" opens a list of predefined flows; select one or click "Start with an Empty Flow." New flows remain paused until you toggle the "Live" switch in the list. Use "Rename" in the row’s menu to specify the customer intent and trigger words, and use "Triggers" to define the events that will start the flow.

The + button (Add New Step) below each step in the editor offers the following options: Message, Buttons, Cards, Help Center Articles, Request Details, Use Tool, Set Attribute, Add Tags, Branches, Go to Step, Go to Flow, Transfer, and End Conversation. Dynamic buttons and dynamic cards require a "Use Tool" step beforehand; Go to Step, Go to Flow, Transfer, and End Conversation can only be added at the end of a branch. When you click on a step, the settings open on the right. Save your work by clicking “Save Changes.”

• ⌘/Ctrl + + → Zoom In
• ⌘/Ctrl + - → Remove
• Home → Go to the beginning
• Delete / Backspace → Delete the selected step and the subsequent steps associated with it
• Mouse wheel → Scroll on the canvas (does not zoom in)

The same functions are also available on the Start, Zoom In, and Zoom Out buttons in the lower-left corner; you can also navigate by dragging the small map. Shortcuts do not work when typing in a text field.

3. Tools

BLE AI › Automation › On the Tools screen, you can start from scratch using "Add New Tool" or use a pre-built connector via "From Template." A tool created from a template is created in a disabled state and lists the secrets you need to enter if necessary. The "Data Source" field in the "General" section determines the type of tool:

• External API — You connect your own API using its URL.
• Blesyum E-Commerce — orders, shipping, returns.
• Blesyum ERP — current balance, Invoice.

Blesyum applications do not request address or identity information: the tool reads data directly from your Blesyum software and does nothing but read it. It retrieves data based on the contact’s record; if the person’s identity has not been verified, it does not return any data. A license for the relevant software is required.

In the "API Connection" section of the External API, you enter the method (GET, POST, PUT, DELETE), the HTTPS address, the headers, and the request body. In the "Collect Data (Optional)" section, you define the information (e.g., order number) that BLE AI will retrieve from the customer before making the call. In the "Security and Secrets" section, you store API keys securely and use them in the address, header, or body in the format {{secret:NAME}} (replacing NAME with the secret’s name); the timeout, maximum response size, and the "Only authenticated customers" setting are also located here.

Testing the response

In the "Test Response" section, select "Live Response," enter sample values, and click "Test Request"; you’ll see your API’s actual response. If your API isn’t ready yet, you can paste JSON into the "Sample Response" field. Next, use "Attribute Mapping" to select the fields you’ll use in your flows. Complete each section by clicking "Save and Continue," then "Publish" the tool; only published tools can be selected in flows.

Direct Use

If you check the "Allow BLE AI to use this tool directly without adding it to a flow" box, BLE AI will automatically invoke the tool during a conversation based on its name and description. This is only possible with read-only tools: external APIs using the GET method and Blesyum tools. BLE AI cannot trigger a tool that sends POST, PUT, or DELETE requests on its own, because a client message must not initiate an irreversible operation; such tools continue to operate within flows and procedure steps.

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