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Workflows let you automate actions and processes that happen during or after a conversation. They use a visual node-based builder where you connect steps to create automation sequences. To get started, open an agent’s Conversation Flow editor and click the Workflows button in the floating controls.

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Action Workflows

Action workflows run during a live conversation. Reference them in your agent’s instructions or advanced rules using @ and tell the agent when to trigger them. For example, to look up account data, send an SMS, process a payment, or transfer a call. When triggered, the agent can collect the action variables you’ve defined from the conversation, execute the workflow, and use the response to continue the conversation.

Creating and configuring action workflows

Step-by-step guide to adding an action workflow, defining its settings, variables, and response schema.

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Post-Conversation Workflow

The post-conversation workflow runs automatically after a conversation ends. Use it for follow-up tasks like updating CRM records, sending notification emails, creating support tickets, or running staged outreach sequences. Post-conversation workflows have access to the full conversation transcript, analysis data, and all variables, and aren’t constrained by a time limit.

Enabling and building the post-conversation workflow

How to enable post-conversation automation, build multi-step flows, and use patterns like conditional routing and delayed follow-ups.

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Using the Workflow Builder

Both workflow types share the same builder. When you open a workflow, the editor switches from the conversation flow graph to a vertical node chain.
  • Click the button between nodes to add a new step
  • Select an app from the grid, then choose the specific action
  • Click a node to configure it in the left panel
  • Use / in any configuration field to reference variables from the conversation, analysis data, or outputs from previous nodes
Some commonly used nodes include: Flow Control - Split (conditional branching), Delay (timed pauses) Utility - Code (custom TypeScript), LLM (language model processing), Knowledge Base Query (search connected knowledge bases) For the complete list of nodes and integrations, see the Node Reference.

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Publishing

Workflows have their own publish model, separate from the agent’s draft/publish cycle. When you configure a node, click Save Changes at the bottom of the configuration panel to persist that node’s settings. Once you’ve saved your changes, a banner appears at the top of the builder with two options:
  • Publish Workflow - Makes the current changes live
  • Undo Changes - Reverts to the last published version
Publishing the agent does not automatically publish its workflows, and vice versa. Each workflow must be published independently.

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Variables and Data Mapping

Every node can reference data from the conversation. Type / in any configuration field to open the variable picker:
  • Call and chat variables passed into the conversation
  • Analysis data extracted by the agent (post-conversation workflows only)
  • Secure metadata (encrypted values not visible to the LLM)
  • Outputs from previous nodes in the workflow
  • Session variables set during the conversation