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Advanced FeaturesWorkflowsNodes and Actions

AI Magic Match Widget within a Workflow

The AI Magic Match widget is used to read a user’s message, understand what they are asking for, and continue the workflow on the branch that matches it.

It matches by meaning, not exact words. For example, “Where is my order?” and “Please share the latest update on my order” are worded differently but both ask for the order status, so both go down the same branch.

This is useful for handling customer queries, routing requests to the right follow-up message, or telling apart requests such as order status, cancellations, refunds, or delivery agent details.

Users can configure the widget using:

  • User Input
  • Conditions

AI Magic Match widget in a workflow

Each condition adds an If branch to the widget, numbered in order (1st, 2nd and so on). The last branch is Else, which the workflow follows when the user’s message does not match any condition.

Steps to configure AI Magic Match Widget

AI Magic Match configuration

1

Drag and drop the AI Magic Match widget into the workflow and connect it to the workflow step that receives the user’s message.

2

Select the User Input.

Choose the variable that contains the user’s message. This is the text the widget reads and compares against your conditions.

Example:

{{$input.body.message}}
3

Click ADD CONDITION and enter a Condition Name.

Use a short name that describes the request.

Example:

order_status
4

Under If user input is similar to, describe the kind of message that should match this condition.

Click ADD to add more descriptions to the same condition. To remove one, click the X next to it.

Example:

Customer wants to know the status or location of their order
Customer wants the delivery agent details
5

Repeat the previous two steps for each request you want to handle, such as cancellations or refunds. Each condition adds its own branch to the widget.

To remove a condition, click the delete icon next to it.

6

Connect the next workflow steps to each branch, including Else, so every message is handled.

7

Save the workflow configuration.

Once configured, the workflow will read the user’s message and continue on the branch of the matching condition, or on Else if nothing matches.

Test Magic Match Conditions

Before going live, check that your conditions match the messages you expect.

Test Magic Match Conditions

1

Open Test Magic Match Conditions.

2

Enter a sample message, written the way a user would type it.

Example:

I want to check my order status. Please share the latest update on my order.
3

Click Run Test to see which condition the sample message matches.

If it matches the wrong condition, or none, update the descriptions under If user input is similar to and test again.

Example

User messageMatched conditionResult
Where is my order?order_statusWorkflow continues on the order_status branch.
Who is delivering my parcel?order_statusWorkflow continues on the order_status branch.
Do you have this sofa in blue?NoneWorkflow continues on the Else branch.

Describe the intent in plain words, like “Customer wants to cancel their order”, instead of listing exact messages. Adding two or three descriptions that cover different ways of asking helps the widget match more accurately.