Orchestrations

Orchestrations are powerful rules that automate AI behavior based on conditions. Think of them as "if this, then that" for your chat.

What Are Orchestrations?

Orchestrations let you:

• Route conversations to the right team or person
• Change AI behavior based on context
• Automate actions like collecting emails
• Customize responses for specific scenarios

Creating an Orchestration

Condition Types

Page Conditions

Trigger based on where the visitor is:

Examples:

• url_contains: /pricing — Trigger on pricing pages
• url_equals: /checkout — Only on checkout page
• url_starts_with: /products/ — All product pages

Visitor Conditions

Trigger based on visitor behavior:

Intent Conditions

Trigger based on what the visitor says:

Examples:

• message_contains: cancel — Detect cancellation intent
• message_contains: refund — Detect refund requests
• message_contains: speak to human — Manual escalation request

Language Conditions

Campaign Conditions

Action Types

Routing Actions

AI Behavior Actions

UI Actions

Common Orchestration Patterns

Pricing Page Assistance

When visitors are on pricing:

Conditions:

• URL contains /pricing
• Time on page > 30 seconds

Actions:

• Send greeting: "Have questions about our plans?"
• Transfer persona: sales

Cancellation Prevention

When someone wants to cancel:

Conditions:

• Message contains: cancel, cancellation, stop service

Actions:

• Switch tone: empathetic
• Escalate to human
• Notify team

VIP Customer Treatment

For high-value customers:

Conditions:

• UTM parameter: source=vip

Actions:

• Switch tone: professional
• Send greeting: "Welcome back! How can I assist you today?"
• Transfer persona: support

After-Hours Support

When team is away:

Conditions:

• New visitor
• (Combined with availability settings)

Actions:

• Ask for email
• Send greeting: "We're away, but leave your email and we'll follow up!"

Product-Specific Help

Different products, different responses:

Conditions:

• URL starts with: /products/enterprise

Actions:

• Transfer persona: technical
• Trigger instructions: "Focus on enterprise features..."

Orchestration Settings

Priority

When multiple orchestrations could match:

• Higher priority (lower number) runs first
• Set priority 1 for critical rules
• Use 10+ for general rules

Chaining

Orchestrations can trigger other orchestrations:

1. First orchestration matches and runs
2. Sets "next orchestration" in action
3. Second orchestration runs immediately

Global Settings

Set defaults that apply when no orchestration matches:

• Default Tone — Friendly, Professional, Concise, etc.
• Default Persona — Support, Sales, Guide, etc.
• Custom Instructions — Global AI guidelines

Tone Options

Persona Options

Warnings and Conflicts

The system detects:

• Duplicate priorities — Same priority level
• Conflicting conditions — Rules that could interfere
• Unreachable rules — Rules that never trigger

Review warnings in the orchestrations dashboard.

Testing Orchestrations

Before going live:

1. Create the orchestration in disabled state
2. Open Test AI in a new tab
3. Simulate the conditions
4. Verify the actions trigger correctly
5. Enable when confident

Best Practices

1. Start simple — Begin with a few key rules
2. Use clear names — Describe what the rule does
3. Set appropriate priorities — Avoid conflicts
4. Test thoroughly — Check all condition combinations
5. Monitor results — Review in analytics

Next Steps

• Tune confidence levels
• Add custom instructions
• Set up notifications