---
title: "Create an AI workflow for bookings or returns — Dazza help"
description: "Create a workflow Dazza runs in a conversation: when to use it, the details to collect, the checks before it runs, decisions, and a canvas to see it whole."
url: https://dazza.io/help/workflows
updated: 2026-10-26
---

# Create a workflow

Templates, describing it in a sentence, details to collect, confirmation, decisions, outcomes, modes and the canvas view.

*3 min read · Updated 26 Oct 2026 · 10 sections*

A workflow is something Dazza can get done in a conversation: take a booking request, start a return, collect a quote. Find them in **Workflows**.

## Three ways to start

- **Suggested for you.** After reading your site, Dazza suggests workflows that fit your business. Add one with a click.
- **Describe a workflow.** Write what customers ask for, what you need from them and what should happen. Press **Draft it** and check what Dazza drafts before it goes live.
- **New workflow.** Start blank, as *Send to your team* or *Share a link*.

## When Dazza uses it

**When should Dazza use it?** describes the situation in plain words, such as “When the customer wants to move or cancel a booking.” Dazza uses it when a conversation matches.

## Details to collect

List what Dazza needs: text, long text, email, phone, number, date, link or a choice from a list. Each can be required or optional, with help text. Dazza asks only for what’s missing and checks the format as it goes.

## Checks before it runs

- **Customer confirms first.** Dazza shows the details and waits for the customer to press Confirm.
- **Customer verifies their email first.** For anything about their own account. See [Verify your customers](https://dazza.io/help/verify-customers).
- **Team approves before it goes ahead.** The request waits in the inbox for someone to approve or decline. You can set what Dazza says if it’s declined.

## What happens

- **Send to your team.** The request lands in your inbox with every detail, and your team gets an email. Set what Dazza tells the customer.
- **Share a link.** Dazza shows a button to a page, such as your booking page. Put a detail in the address with double braces, like `https://cal.com/you?name={{name}}`, and it’s filled in.
- **Call your system.** Dazza sends the details to your own web address and answers with what comes back. See [Call your own system](https://dazza.io/help/webhooks).

## Decisions

Add decisions to change the outcome based on a detail: *is*, *is not*, *contains*, *is more than*, *is less than*. For example, “If the refund is more than 100, the team approves.” Decisions are checked by the system, not by the AI, so the same details always get the same outcome.

## Modes

**Off**, **Test** (only in your Agent preview and draft runs in [Tests](https://dazza.io/help/testing)) or **Live**. Try it in Test, then set it live.

## Form or canvas

Switch between **Form** and **Canvas** at the top right of any workflow. Your browser remembers which you chose.

The canvas shows the workflow as one flow, top to bottom:

1. **When a customer…**, the situation Dazza uses it for.
2. **Dazza collects**, with each detail as a chip.
3. **Before it runs**: whether the customer confirms, needs to be verified, or the team approves.
4. Each decision in order, **If** then **Else if**, with a wire to its outcome.
5. **Otherwise**, and what happens.

Drag a detail or a decision by its handle to reorder it. Decisions are checked from top to bottom, and the first one that matches decides.

Select any step to edit it in the panel beside the canvas. Use **\+ Detail** to add a detail and **\+ Add a decision** to add a decision. The status (**Off**, **Test** or **Live**) and **Save** are below.

It’s the same workflow in both views. For *Call your system*, the signing secret and the test request stay in the form view.

## On email and messaging apps

There are no buttons on email or messaging apps, so Dazza only uses workflows there that don’t need one: nothing that waits for the customer to press **Confirm**, and no *Share a link*. Workflows for verified customers only run once the customer is verified. See [Connect your messaging apps](https://dazza.io/help/messaging-channels).

## Next

To let Dazza look things up or make changes in your own systems, see [Connect your tools over MCP](https://dazza.io/help/connections).