Customize Optimize workflows to match how your team works

What's new?

Customize workflows in Optimize Agent Chat so they reflect how your team actually organizes the work. Split a broad workflow into more specific ones, rename it, or recategorize tasks, all by describing the change in your own words.

How does it work?

Ask the agent to customize a workflow. It can split, rename, add, or recategorize workflows based on your request. The agent builds a plan card showing exactly what will change, so you can keep refining the request or approve it. Once approved, Optimize reorganizes every mapped instance collected to date into the new structure, and activity captured going forward follows the same structure.

Changes can take up to a day to fully apply. Once complete, a New badge appears next to the customized workflows and tasks on the workflows tab. You'll need at least one week of mapped workflow data before making changes.

FAQs

Can I customize workflows before Scribe has mapped my work? No. You need existing mapped workflows first, generally at least one week of activity.

What happens to the data Scribe already collected? Optimize reorganizes all previously mapped instances to match your approved structure. New activity follows the same structure, and no existing data is lost.

How long does it take to apply? Up to a day. Once processing is complete, a New badge appears next to the customized workflows and tasks.

Who has access to this? Available to all Optimize customers.