Connector Actions Nodes

Connector action nodes connect the workflow to external systems and channels such as email and phone. They require a connector to be configured at the tenant level before they will work.

Connector Action nodes are available in Escalation Workflows only. They are not available in Pre-Chat Workflows.

All connector action nodes have an On Error handle. This handle fires when the action cannot be completed, for example when no agents are available for a transfer, when an email connector fails, or when a phone number cannot be resolved. Always connect the On Error handle to a recovery path so the customer receives a clear message rather than a silent failure. For more information, see Handling Error Scenarios.

Chat Transfer

The Chat Transfer node transfers the customer's conversation to a human agent or department. When it executes successfully, the workflow ends and the chat is handed over. There is no next step after a successful transfer.

Field	Description
Escalation Message	Required. The message displayed to the customer during the transfer (for example, "Transferring you to a billing specialist...").

Send Email

The Send Email node sends an email as part of the workflow — for example, a support-ticket confirmation to the customer, or a notification to an internal team that an escalation has been logged.

Unlike Chat Transfer and Send to AI Agent, a successful Send Email does not end the workflow. The flow continues to the next connected node after the email is sent. This makes it useful mid-flow: send a confirmation, then continue gathering information, then hand off or transfer.

Field	Description
To	Required. The recipient email address. Supports {{variable}} interpolation.
Reply-To	Optional. A reply-to address
CC / BCC	Optional. Additional recipients, comma-separated.
Subject	Required. The email subject line. Supports {{variable}} interpolation.
Body	Required. The email body text. Use the {} button in the editor to insert variables.
Include Chat History	Toggle on to append the conversation transcript to the email body.
Chat History Variable	The variable containing the conversation transcript (chatHistory).
Escalation Message	Required. The in-chat message shown to the customer when the email is sent (for example, "We've notified the team and will follow up shortly.").

Trigger Call

The Trigger Call node displays a phone number in the chat window as a guided outcome — for example, routing by region or account type before revealing which team's number to call. Like Send Email, a successful Trigger Call does not end the workflow; the flow continues after the number is shown.
On mobile devices, the number renders as a tappable link. On desktop, it is displayed as text for the customer to note or dial manually.

Field	Description
Phone Number	Required. The phone number to display. Choose from: Constant (you type a fixed number), Variable (choose a workflow variable), or Answer (reference an earlier input node). Supports {{variable}} interpolation.
Escalation Message	Required. The in-chat message displayed alongside the phone number (for example, "Please call us at the number below for immediate assistance.").