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ResponseCX Workflows

These are the flows teams automate first. Each one maps to a billable outcome, so the workflow and the unit you’re paid for are the same thing — which is why “did it resolve?” has a definite answer rather than a judgement call. See Billing for which are live today.

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WISMO — where is my order

The highest-volume ticket type in most stores, and the easiest to resolve without a human.
  1. Pull the latest fulfilment and carrier status.
  2. Detect exceptions or delays.
  3. Answer, or offer resolution options if the news is bad.
Automate this first. It’s high volume, low risk, and the resolution is almost always “here is the information” rather than an action with consequences — so it builds confidence in the agent before you point it at refunds.

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Returns and refunds

  1. Validate eligibility against policy — window, condition, item.
  2. Create the return authorisation.
  3. Trigger the refund or exchange.
  4. Notify the customer with return tracking.
Step 3 is where money moves, so it belongs behind the review gate. Refunds at or above the High-Value Action threshold — $100 by default — require human approval before execution.Also: approving a return doesn’t restock anything. Receipt does. See the returns workflow for the state machine.

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Order changes

  1. Verify order state and payment status.
  2. Apply the update — address, quantity, substitution.
  3. Recalculate totals and validate constraints.
  4. Confirm with the customer.
Step 1 matters more than it looks: a shipped order can’t have its address changed, and attempting it produces a confusing failure rather than a clean refusal. Check state before promising anything.

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Escalation

Escalation isn’t a failure path — it’s a first-class outcome, billed as a Triage Outcome, and the correct result when the agent shouldn’t decide.
  1. Detect a low-confidence outcome, a policy exception, or a refused decision.
  2. Route to human review with full context — the conversation, the order, and what the agent was about to do.
  3. Resume automation after approval.
The design point: a refusal is the right answer, not a broken one. An agent that escalates rather than guessing is working correctly, and you’re paid for the triage. That’s what makes refuse-by-default commercially viable instead of a cost.

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What runs underneath

These workflows execute as durable Temporal workflows through a 15-phase pipeline you configure per brand in Workflow Studio. Because each step is a replayable activity, an escalation can wait hours or days for a human without holding a connection open.

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Configuring them