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Workflows let you design structured conversation flows for your AI agent. Instead of a single open-ended conversation, you can define a sequence of stages and transitions that guide the agent through a predictable, controlled path. This is ideal for scenarios like sales qualification, onboarding flows, appointment scheduling, or any interaction where the conversation should follow a defined sequence.
Workflows is a Beta feature. It is actively being developed and some capabilities may change.

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Core concepts

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Stages

A stage is a step in the conversation. Each stage has:
  • A name that identifies the step (e.g. Greeting, Qualification, Closing)
  • Instructions that tell the agent what to do or say in that stage
  • A goal — what the agent needs to accomplish before moving on

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Transitions

A transition is the rule that moves the conversation from one stage to the next. You define:
  • The source stage (where we are)
  • The target stage (where to go next)
  • The condition that triggers the transition (e.g. user confirmed their email, user said they’re interested)

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Channels

Each workflow is assigned to one or more channels. A channel can only be assigned to one workflow at a time.

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Creating a Workflow

1

Go to Workflows

Navigate to AI Agent > Design > Workflows in the left sidebar.
2

Create a new workflow

Click New Workflow. A new workflow is created automatically and you’re taken to the visual editor.
3

Add stages

In the editor, add stages to represent each step of the conversation. Give each stage a clear name and write the instructions the agent should follow at that point.
4

Define transitions

Connect stages by adding transitions. For each transition, define the condition that triggers it—this can be a user action, a phrase, or a data condition.
5

Assign channels

In the workflow settings, assign the channels where this workflow should run. The Playground channel is auto-assigned on creation so you can test immediately.
6

Save and test

Save the workflow and head to the Playground to test the full conversation flow end to end.

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Testing a Workflow

Use the Playground (AI Agent > Design > Playground) to test your workflow before going live. The Playground channel is automatically assigned when you create a workflow, so you can simulate the full conversation flow right away.
Test your workflow thoroughly at each transition. Try giving unexpected answers to make sure the agent handles edge cases gracefully before assigning it to a live channel.

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Key notes

  • A channel can only run one workflow at a time—assigning a new workflow to a channel replaces the previous one.
  • Workflows operate alongside the agent’s identity, knowledge, and skills—they define the structure, but the agent still uses its full capabilities within each stage.
  • You can have multiple workflows (e.g. one per use case or channel), each independently configured.
  • Deleting a workflow does not affect conversations already in progress on that channel.