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All of Thankful’s behavior is determined by Actions. When you set up Thankful, you select which Actions Thankful should perform under certain conditions.

Actions - Screenshot of the User Interface

Actions each perform a single task, whether it’s providing a tracking URL or canceling an order. Thankful comes with out-of-the-box support to help with the top 31 actions for any eCommerce business.

You can toggle actions on and off as needed, as well as customize Thankful’s language and workflow.

Workflows and Steps

Every action has a workflow. Workflows are a step-by-step process that Thankful will follow, performed in the order you’ve specified. As an example, when Thankful detects that a customer wants to cancel an order, it will run through the Cancel Order workflow.

Workflows - Screenshot of the User Interface

Workflows can be customized to match your existing processes. You can change Thankful’s behavior by adding, removing, and modifying steps, which include (among many others):


Statements are things that Thankful will say to the user before continuing to the next step. For instance, consider the following steps around returning a product:

1. Statement: "I'm happy to help you return an item."
2. Question: "What's your order number?"
3. Statement: "Thanks! That's all the info I need."
4. Handoff

Thankful will open the conversation by saying, “I’m happy to help you return an item. What’s your order number?” After receiving an order number, Thankful will close that conversation by handing off, saying “Thanks! That’s all the info I need. Now let me find someone who can help you with this.”


Questions you ask the user in order to fulfill their request. Note the following example questions:

What's your order number?
May I have the email associated with your account?
Could you confirm your phone number for me?

Each question has several options that may be customized:

Good Phrasings:
What hotel would you like to stay at? (expects a hotel as an answer)
What's your preferred hotel? (expects a hotel as an answer)
Bad Phrasings:
What hotel would you like to stay at? (expects a hotel as an answer)
Do you have a hotel preference? (expects yes/no as an answer -- a different answer type)

Phrasings may include data collected from prior memories. For example, if we have asked the user his or her name under the memory name, we can use the following phrasings:

What's your preferred hotel, {{ name }}?
{{ name }}, what's your hotel preference?

Thankful will automatically replace {{ name }} with the user’s name, so the user will see something like the following: What's your preferred hotel, John?

Like any smart customer service representative, Thankful will skip questions to which it already knows the answer. If the customer provides an order number in the first message, Thankful will skip asking that question.


When Thankful reaches a handoff step, it will handoff to one of your customer service representatives. Once a ticket has been handed off, Thankful will no longer reply to the customer in that ticket and will instead wait for your customer service agent to handle the conversation.

Learn more about handoffs →

Reserved Memories

There are a few memory names that are reserved and contain helpful information automatically. The following memories should be treated as read-only:

Enforce Rules

Business rules enable you to change Thankful’s behavior depending on the answers users provide. This is done through Thankful’s Rules Engine, which is an advanced topic with its own guide.

Learn more about Thankful’s Rules Engine →