Officely
AIOfficely AI runs conversational AI agents across WhatsApp, Zendesk, Intercom, and web chat. Agents send a chat flow or a single message to a customer, hand a conversation between the bot and a human, schedule calls, and run an AI agent team.
What This Integration Enables
Officely AI runs conversational agents across WhatsApp, Zendesk, Intercom and web chat, and its API is unusually small on purpose: seven operations that cover starting a flow, switching who is answering, scheduling a future contact, and asking an agent team a question. It is worth stating plainly that this is Officely AI at officely.ai, not the similarly named desk booking tool that lives inside Slack. FlowRunner agents use it to start a chat flow on WhatsApp by node name, so the wording stays in the Officely flow builder where the support team edits it, and to reach an Officely AI agent team through Run AI Team with the conversation so far attached.
What makes this connector interesting for Orchestration as a Service is that it inverts the usual approval shape. Most connectors let an agent act and ask a human to bless the result. Officely lets an agent hand the customer to a human, which only works if a human is actually there. The platform models that as a mode switch, and Officely is explicit that Human Mode on means a person is now expected to answer.
Without FlowRunner
With FlowRunner
Use Case Scenarios
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Outbound flow triggered by a system event, not by a person
A shipment exception, a failed payment or an appointment change fires upstream. The agent normalizes the customer's WhatsApp number into the international form Officely expects, then calls Send Chatbot Flow naming the node that carries the right wording. Because the copy lives in the Officely flow builder rather than in the workflow, the support team can rewrite the message without touching the automation. If the customer replies with something the flow cannot resolve, Run AI Team answers with the account context attached, and the exchange stays in the channel the customer already chose.
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A follow-up the flow does not have to wait for
A conversation ends with a promise to check back in three days. Rather than keeping a workflow alive for seventy two hours, the agent calls Create Schedule and hands the follow-up to Officely's own scheduler. If the underlying situation resolves early, a second flow calls Get Schedules for that phone number and then Delete Schedule, supplying both the schedule id and the number because Officely refuses an id on its own. The customer never gets the check-in for a problem that no longer exists.
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Escalation into the desk the team already runs
When an Officely conversation needs to become a tracked case, the agent creates or updates the record in Zendesk or Intercom with the transcript attached, posts the link into Slack, and waits. Change Mode carries a message as it switches, so the customer sees a handover line written by the team rather than silence. The order matters: the ticket exists and a person has claimed it before the bot stops replying.
Human-in-Loop Highlight
The gate on this connector is not an approval before a message goes out. It is a confirmation before a person is put on the hook. Change Mode with Human Mode on tells Officely that a human is now expected to answer, and Send Single Message reaches the same route, so sending a one off human reply also switches the conversation into that mode whether or not the flow intended it. If nobody is watching when that happens, the customer is left holding a conversation with a bot that has deliberately stopped replying, which is worse than a bot that answers imperfectly. So the agent posts the transcript and the customer's number to the support channel and asks: "This conversation needs a person. Who is taking it?" The switch happens after somebody claims it by name. That is the digital andon cord working in the direction it was designed for: the line stops because a human is ready, not because the machine gave up.
Agent Capabilities
7 actionsConversations
3- Send Chatbot Flow Starts an Officely chat flow with a customer on WhatsApp, addressed by phone number and pointed at a node in the Officely flow builder. The wording lives in Officely rather than in the workflow, so support owns the copy.
- Change Mode Hands a conversation between the chatbot and a human agent, optionally sending a message as it switches. Turning Human Mode on declares that a person is now expected to answer, which is the moment this page's gate protects.
- Send Single Message Sends one message to a customer as a human agent without starting a chat flow. It reaches the same route as Change Mode, so it also puts the conversation into the mode passed with it.
Scheduled Calls
3- Create Schedule Schedules a chat flow to reach a customer at a future time, using Officely's own scheduler rather than holding a workflow open to wait.
- Get Schedules Returns scheduled calls by customer phone number or by schedule id. Passing only one of the two is deliberate: supplying both returns everything.
- Delete Schedule Cancels a scheduled call. Officely requires both the schedule id and the phone number, so an id on its own is refused.
AI Team
1- Run AI Team Puts a question to an Officely AI agent and returns its answer, optionally with the conversation so far. The chat history is what makes the reply follow on rather than start fresh.
Frequently Asked Questions
What can FlowRunner do with Officely?
FlowRunner agents can run Send Chatbot Flow, Change Mode, and Send Single Message in Officely, plus 4 more actions.
Does connecting Officely to FlowRunner require OAuth?
No. Officely connects to FlowRunner with an API key, no OAuth flow required.
Can Officely trigger a FlowRunner workflow automatically?
Officely doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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