About Workflows

Workflows are conversational flows that an AI Agent uses to handle specific scenarios before or during a chat session. A workflow is built by connecting nodes — each node performs one action, such as displaying a message, asking a question, evaluating a condition, or triggering a handoff. Nodes are connected by paths, and the flow moves forward based on what the customer does or what the system decides.
You can create up to 50 workflows per type. 

Pre-Chat Workflows run before the AI Agent session begins. Use them to collect information from the customer, such as their name, account type, or the nature of their issue, and pass that context to the AI Agent. This way, the AI Agent starts the conversation already informed. Every Pre-Chat Workflow must include at least one Send to AI Agent node, which ends the workflow and hands control to the AI Agent.

Escalation Workflows run when the AI Agent determines that a conversation needs to be escalated. Use them to gather additional information before routing the customer to a human agent, sending a notification email, or displaying a callback number.

Process Tool Workflows are invoked by the AI Agent mid-conversation in two ways: through intent mapping (the AI Agent detects that the customer's intent matches a specific process and triggers the workflow automatically) or as a tool (the workflow is configured as an action tool for the AI Agent, similar to a custom API call, and the AI Agent decides when to invoke it based on context). When used as a tool, input variables can be specified to pass information to the workflow at the point of invocation. Once the workflow completes, control returns to the AI Agent, which can then continue the conversation.

The ability to configure Process Tool Workflows as action tools for the AI Agent — including specifying input variables — will be available in a future release. The Inputs column on the Process Tools page will remain empty until then.

The Workflow Builder

When you open a workflow, the editor has three main areas:

  • Blocks: A palette of all available node types, grouped by category. Drag a node from here onto the canvas to add it.

  • Canvas: The workspace where you arrange nodes and draw paths between them.

  • Node Editor: A settings panel that opens when you select a node. Configure the node's fields here.

Blocks

To make a comprehensive workflow, you must use one or more of the nodes available under the blocks section.

  • Every workflow has the Start node that cannot be deleted.

  • Nodes from the following block categories can be configured to handle specific use cases:

  • Click the workflow name at the top of the editor to rename it. Use Save Draft to save without publishing. Click Publish to make the workflow active.

Publishing a Workflow

When you click Publish, the system runs a series of checks before the workflow goes live. All checks must pass before the workflow can be published. The Publish Checks dialog displays each check with a pass or fail status. If anything fails, the exact problem is listed with the node number shown on the canvas so you can locate and fix it immediately.

The following checks apply to all workflow types:

  • Workflow name is valid: The workflow must have a name between 1 and 100 characters using only allowed characters. A workflow with a default or empty name cannot be published.

  • Start node is defined: Every workflow must have a Start node. Since the Start node cannot be deleted, this check will only fail in unusual circumstances.

  • No orphan nodes: Nodes that are sitting on the canvas but not connected to the flow from the Start node are flagged as orphans and block publication.

  • Node-required fields are complete: Every node must have its required fields filled in. For example, a Question node must have question text, a Date node must have a date format selected, an API node must have a URL, and a Send Email node must have a recipient, subject, and body.

  • Every Condition node connects to a next state: A Condition node with an output handle — including the implicit Else branch — that leads nowhere will block publication.

  • No system variable overwrite: Certain system-managed variables such as queryOps and workflowRunCount cannot be overwritten by the workflow.

  • Custom variable types are supported: Supported types are string, number, boolean, date, time, and dateTime. Array and object types are not supported at publish time.

In addition to the checks above, each workflow type has its own specific requirement:

  • Pre-Chat Workflows must contain at least one Send to AI Agent node. Without it, the workflow cannot pass data to the AI Agent and cannot be published.

  • Escalation Workflows require every ending branch to terminate on an action or statement node — Statement, Chat Transfer, Send to AI Agent, Send Email, or Trigger Call. A branch that ends on an input node will block publication because there is nothing to do with the answer the customer provided.

If all checks pass, the Publish Workflow button becomes active and you can proceed. If any check fails, fix the flagged issues and click Publish again — the checks run fresh each time.

Node numbers in error messages are assigned top-to-bottom and left-to-right on the canvas, matching what you see when you look at the canvas. Use these numbers to locate the problem node quickly.