Last updated: 2026-05-13

Source: https://support.freshservice.com/support/solutions/articles/50000013883-explore-workflow-library-in-freshservice

Workflows define how your AI Agent performs a task or interacts with employees. Each workflow is composed of a series of steps, or “blocks,” such as collecting employee details, applying conditions, performing API actions, or routing requests to the right team. These workflows guide the AI Agent to respond intelligently and fulfill requests without manual intervention. Learn more about building a Workflow from scratch.

Benefits of Pre-built Workflows

Pre-built workflows save time by offering ready-to-use configurations designed for common employee service scenarios. Instead of building from scratch, you can select and modify these workflows to fit your organization’s needs. This ensures faster setup, reduced manual effort, and consistent, high-quality responses from your AI Agent.

For example, the Password Reset – Azure AD workflow handles employee requests such as “I forgot my Azure password” or “My account is locked.”

The workflow automatically:

This ensures your AI Agent can efficiently manage repetitive IT requests, provide real-time updates to employees, and deliver a seamless self-service experience.

Add Pre-built Workflows to AI Agents

To add a pre-built workflow to an AI Agent:

1. Click AI Agent Studio > Library > Workflows.

2. On the Workflows Library page, click the Pre-built Workflows tab to view all available workflow templates.

3. Click on a workflow to preview the blocks and steps that make it up.

4. Hover over a workflow and click +Use to add it to an AI Agent. You can then adjust the steps as needed before deploying the agent.

``` The AI Agent library contains ready-made agent templates that include multiple pre-built workflows. Learn more about the AI Agent library. ```

The following apps are available as integrations to these workflows: