Updating Agent Flow on OutPerform
1. Introduction
Agent Flow is an AI-powered sales assistant that communicates with prospects through WhatsApp and other channels 24/7.
It responds based on the property, pricing, service, and conversation information that has been added into the system.
Keeping this information updated helps ensure the AI provides accurate answers, uses the correct sales flow, and avoids sharing outdated details.
2. Before Updating Agent Flow
Before updating Agent Flow, prepare the following:
2.1 Latest product or project factsheet
2.2 Current pricing
2.3 Unit availability
2.4 Revised conversation guidelines
2.5 Updated sample conversation scripts
2.6 Platform login credentials
2.7 Around 20 minutes of uninterrupted time
3. Login to OutPerform
Login to your OutPerform account.
4. Open Agent Flows
4.1 Click the Modules button at the bottom-left of the screen.
4.2 From the module list, select Agent Flows.
5. Select Sales Agent
5.1 On the Agent Flows screen, look for the configured agent.
5.2 Click the Sales Agent name to open the agent configuration.
5.3 If you do not see Agent Flows in your menu, your account may not have the required permission. Please contact your system administrator or support.
6. Open the Sales Flow
6.1 Once you are on the Agent Flow Details page, look at the left panel.
6.2 Find the Flows section.
6.3 Click the current sales flow name to open the Update Flow panel on the right side of the screen.
7. Review the Update Flow Sections
The Update Flow panel contains three main sections:
7.1 Factsheet
This controls all factual information about the product or project, such as project name, pricing, features, location, payment scheme, developer details, and after-sales information.
7.2 Conversation Guideline
This controls how the AI behaves, including its tone, escalation rules, out-of-scope handling, and how closely it should follow the examples.
7.3 Conversation Example
This provides sample dialogues that guide the AI on the ideal conversation flow, lead qualification, and appointment booking.
8. Update the Factsheet
8.1 Expand the Factsheet section.
8.2 Edit the information directly in the text editor.
8.3 You may update product details, pricing, availability, features, amenities, payment schemes, loan options, and after-sales services.
8.4 Keep the format clear and easy to understand so the AI can read the information correctly.
8.5 Once completed, click Submit.
9. Update the Conversation Guideline
9.1 Expand the Conversation Guideline section.
9.2 Review the AI’s behaviour rules.
9.3 Update items such as channel context, fallback to the knowledge base, escalation handling, tone, and scope boundaries.
9.4 Do not remove important formatting such as bold rule names, as the AI uses this structure to understand the guidelines.
9.5 Once completed, click Submit.
10. Update the Conversation Example
10.1 Expand the Conversation Example section.
10.2 Update the sample dialogues.
10.3 This is useful when a new project phase is launched, old information needs to be replaced, new language examples are required, or the AI needs better examples to improve appointment booking.
10.4 Use clear labels such as “Example 1 – Ideal Conversation Flow”.
10.5 Include the key steps such as product interest, name collection, and appointment request.
10.6 Once completed, click Submit.
11. Publish the Changes
11.1 After all sections have been updated and submitted, click the green Publish button at the top-right corner of the Agent Flow Details screen.
11.2 Publishing applies the latest submitted changes to the Agent Flow.
11.3 Always follow this order:
Edit → Submit each section → Publish
12. Test Using Simulation
12.1 After publishing, click Simulation to test the updated flow.
12.2 Ask questions related to the changes you made, such as pricing, availability, project details, or appointment booking.
12.3 Confirm that the AI responds correctly.
12.4 The correct process is:
Edit → Submit → Publish → Simulate/Test