Structure chatflows with AI Assistant, Intents and AI Missions
Explore how to integrate Customerly’s AI Assistant (Aura) with Intents and AI Missions in separate chatflows to create fully automated user journeys. This guide provides setup steps, real-world examples, and best practices.
Customerly’s AI suite is designed to revolutionize your customer support by automating repetitive tasks, answering questions intelligently, and enhancing efficiency. In this guide, you'll learn what’s required to activate the AI features, how to integrate them, and how to use them effectively through practical use cases.
Our AI Assistant, AI Missions, and AI Companion are specifically designed to address the gaps that conventional chatbots can't fill. These three components are at the core of Customerly’s AI ecosystem. While they can function independently, the real magic happens when you use them together.
Putting it all together: how they interact
Let’s see how these three features play together in a real-world flow.
Use Case 1: Automating Refund Requests
Here’s how the integrated flow works, step by step:
User sends a message
The user kicks things off: “I want a refund for my last order.”Aura (AI Assistant) listens & recognizes Intent
Aura detects the “Refund Request” Intent based on keywords or sample phrases you've defined.If no Intent matches, Aura responds using knowledge base content or canned responses.
Aura triggers the Intent-based chatflow
Because you've configured the Intent to start its own chatflow, Aura hands control to that flow automatically.AI Mission within the separate chatflow launches
This mission asks for structured details like order ID, reason for refund, and payment method, storing each answer as a conversation property.Mission is completed
Once all required data is gathered, it can:Trigger tags, webhooks, or integrations (e.g., Slack, Zapier)
Generate a confirmation message to the user
Escalate to a human agent if clarification is needed
Zero manual input from your team—until it’s truly necessary.
Example Use Case: Refund Automation in Detail
Step | Actor | Action & Purpose |
|---|---|---|
1 | User | “I need a refund for invoice 123.” |
2 | Aura (AI Assistant) | Detects “Refund Request” Intent. |
3 | Aura | Starts the Refund chatflow. |
4 | AI Mission | Asks “What’s your order ID?” → Records “123”. |
5 | AI Mission | Asks “Why are you requesting a refund?” → Records user’s reason. |
6 | Final Step | Bot confirms request or escalates with complete context. |
Each piece—Aura, Intent, Chatflow, AI Mission—is its own block that connects cleanly to the others.
Modular usage
You don’t always have to use all three tools. They’re flexible:
Aura only → Best for FAQs or fast knowledge replies.
Aura + Intent → Great for routing specific requests.
Aura + Intent + AI Mission → Perfect for automating processes like bookings, bug reports, or account changes.
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