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Overview

This guide covers two ways to create a Scenario: building from scratch for full control, or using a pre-built template for faster setup.

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Building a Scenario from Scratch

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1. Name Your Scenario

Choose a clear, descriptive name for your Scenario. This is for your reference only and affect how the scenario runs. Examples:
  • Book meetings for sales demos
  • Qualify potential partners
  • Retrieve Customer membership info

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2. Set the Trigger

Triggers define when the Scenario should run. Example triggers:
  • If the user asks to book or schedule an appointment
  • If the customer asks to get an existing appointment or check when an existing appointment is scheduled
  • If the user is interested in becoming a partner with us
The trigger text doesn’t need to match the user’s message exactly. The AI assistant uses natural language understanding to decide if the user’s message fits the trigger condition. For example, if your trigger is “The user wants to book an appointment,” and someone says “Can I schedule an appointment?”, the assistant will recognize that as a match.

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3. Add Steps

Each Scenario includes one or more Steps. Steps run in order from top to bottom.

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Instruction Steps

Use these to:
  • Ask for more info (e.g. phone, email, preferences)
  • Decide what the AI Assistant should do next
  • Make API calls to external systems to get info or complete an action

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API Call Steps

Use these to:
  • Call your internal tools or booking systems
  • Send webhooks to third-party tools
  • Parse and use external responses
In each API step, you can:
  • Set the method (GET, POST, etc.)
  • Define the URL and headers
  • Pass static values
  • Choose what happens if the call fails
Coming soon: test your API calls directly in the builder.

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4. (Optional) Add Rules

Use rules to control when the Scenario runs. Examples:
  • If they asks to book an appointment in a different location, let them know to contact that location directly.
  • To determine the serviceID for the getAvailability API call select the ID
Use this in conjunction with the steps to determine how the AI Assistant behaves in this scenario. You can add general rules for the entire scenario to this section.

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5. (Optional) Add Assistant-Specific Attributes

Attributes let you set values for each assistant using this Scenario. Examples:
  • bookingUrl — varies by location
  • calendarId — for appointment integrations
You’ll be prompted to fill in these values when enabling the Scenario.

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6. Activate the Scenario

Once everything is set up, you can choose which assistants this Scenario should run on.
  • Enable for all, or select specific assistants
  • If any required attributes are missing, you’ll be prompted to fill them in
  • You can skip this step and keep the Scenario in Draft

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7. Review and Save

Review your full Scenario using the navigation at the top of the builder. You can jump back to make changes before saving. Once you click Finish, your Scenario will be saved and active for any assistants you’ve selected.

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Managing Scenarios

  • Edit: Open the Scenario to make changes at any time
  • Clone: Duplicate an existing Scenario to create a copy. When you clone a Scenario, all associated Actions are also cloned along with it, so you can modify the cloned version without affecting the original.
  • Delete: Use the dropdown menu to permanently remove a Scenario
    Deleting a Scenario is permanent and cannot be undone. Make sure it’s not in use first.

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Using Templates

Quick Start with Pre-built Templates Templates automatically configure trigger conditions, steps, and necessary Actions based on your integration settings, giving you a head start that you can customize.

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How Templates Work

  1. Select a Template – When creating a new Scenario, choose a template that matches your use case (e.g., Cal.com appointment booking)
  2. Provide Integration Details – Templates will ask for required information like API keys and configuration IDs
  3. Review Pre-filled Scenario – The template automatically sets up:
    • Trigger conditions that match your workflow
    • Step-by-step instructions for the AI assistant
    • Pre-configured API calls (Actions) for your integration
  4. Customize as Needed – Edit any part of the scenario to fit your specific needs
  5. Activate and Save – Follow steps 6-7 above to activate and save your scenario

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Available Templates

Cal.com Appointment Booking (Phone Calls)
  • Automatically configures appointment booking workflows for Cal.com
  • Requires: Cal.com API key and Event Type ID
    • The API key is found in your Cal.com account settings
    • The Event Type ID is the number found in your event URL (after /event-types/)
  • Pre-fills trigger conditions, conversation steps, and API actions for checking availability and booking appointments
  • Coming soon: Support for other channels (Text, Chat, Email)
Templates provide a great starting point, but you can always customize or build from scratch. Templates are designed to save time while still giving you full control over the final scenario.

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Next Steps

Want to setup and reuse API calls across multiple Scenarios? Learn more about Advanced Action configuration.