Steps you can add

Every step you can add to a workflow, what it does, and where you can use it.

3 min read

Click a step in the panel beside the canvas to add it. The panel shows only the steps your workflow’s channel and trigger allow.

In the table, “chat” means web messenger, WhatsApp, Messenger, Instagram and email workflows. “Calls” means phone workflows started by When a call comes in.

Call

Step	What it does	Where
Say	Says something to the caller, then continues.	Calls
Phone menu	Offers the caller choices: press a key or say a phrase. Each option is its own path.	Calls
Collect digits	Asks the caller to type a number, such as an order number.	Calls
Request a callback	Promises a call back on the caller’s number; your team gets a to-do.	Calls
Voicemail	Takes a message. The recording and its transcript arrive in the inbox.	Calls
Hang up	Ends the call, with an optional closing line.	Calls

Messaging

Step	What it does	Where
Send message	Sends a message to the customer.	Chat
Send card	Sends a card with a title, an optional picture and buttons.	Chat
Carousel	Sends 2–10 cards the customer swipes through.	WhatsApp, Messenger
Send WhatsApp template	Sends an approved template, even after 24 hours of silence. Uses wallet credit.	WhatsApp, with Campaigns
Ask question	Asks a question, with optional reply buttons that each lead a different way.	Chat
Internal note	Adds a note only your team sees.	Everywhere

Flow

Step	What it does	Where
Condition	Sends the conversation down different paths depending on what you check. Anything else goes to “Else”.	Everywhere
Random split	Splits conversations randomly by percentage, for example to try two greetings.	Everywhere
Wait until	Pauses until the customer replies, an attribute changes or time runs out.	Chat
End	Ends the workflow. The conversation stays as it is.	Everywhere but calls

Actions

Step	What it does	Where
Add tag	Tags the conversation.	Everywhere
Set attribute	Saves a value on the contact, such as their plan.	Everywhere
Set priority	Sets or clears the conversation’s priority.	Everywhere
Call webhook	Sends data to your own system over HTTPS and can save values from its reply.	Everywhere; 2 per call flow
Resolve	Resolves the conversation and ends the workflow.	Chat

Handoff

Step	What it does	Where
AI agent	Hands the conversation to an AI agent, then continues on On resolved or On escalation.	Chat, calls
Route to team	Queues the conversation for a team. On a call, it rings one teammate.	Chat, calls

Insert customer details

Many steps have an Insert a variable button ({ }). Use it to add details such as the customer’s first name, an earlier answer, or a value saved from a webhook. Give each one a Fallback: the words used when the detail is missing.