Workflows

Design multi-step conversation flows that guide your AI agent through structured interactions—stage by stage.

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.

Core concepts

Stages

A stage is a step in the conversation. Each stage has:

• A name that identifies the step (e.g. Greeting, Qualification, Closing)
• An identifier — automatically generated from the stage name (lowercase, no accents, underscores instead of spaces). Identifiers must be unique across all stages in a workflow.
• Instructions that tell the agent what to do or say in that stage
• A goal — what the agent needs to accomplish before moving on

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)

Every transition must have a condition. The workflow cannot be saved if any transition has an empty condition.

Channels

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

The Workflow Editor

The workflow editor is a visual canvas where you drag, drop, and connect stages. The settings for each stage — and its outgoing transitions — are managed from a single side panel.

Stage Settings Panel

Click any stage on the canvas to open the Stage Settings panel on the right. The panel is organized into collapsible accordion sections:

Section	What it contains
Stage Settings	Stage name (and auto-generated identifier) and agent instructions for this step.
Knowledge Snippets	Context or knowledge text that the agent can reference during this stage.
Topics Search	Toggle to enable searching the knowledge base, with optional topic filtering.
Transitions	All outgoing transitions from this stage, each with its target and condition.

Saving stage changes

At the bottom of the Stage Settings panel you’ll find the Save Stage button. This button is disabled (grayed out) when the current stage settings and transitions are identical to their values when the panel was opened. It becomes enabled as soon as you modify any field — stage name, instructions, knowledge snippets, topic settings, or transition conditions.

If you make changes and then undo them so the stage matches its original state, the button will automatically disable again. This helps you avoid unnecessary saves.

Managing Transitions

Transitions are configured inside the source stage’s settings panel, in the Transitions section:

1. Create a transition by drawing a connection from one stage to another on the canvas. When you connect two stages, the source stage’s settings panel opens automatically so you can define the condition right away.
2. Edit a condition by opening the source stage’s settings and scrolling to the Transitions section. Each transition shows its target stage and an editable condition field.
3. Delete a transition by clicking the delete button next to it in the transitions list, or by selecting the edge on the canvas and pressing Delete / Backspace.

Transitions with empty conditions will block saving the workflow. Make sure every transition has a meaningful condition before saving.

Canvas Controls

• Zoom in/out with the scroll wheel or the controls at the bottom-left of the canvas.
• Pan by clicking and dragging on an empty area of the canvas.
• Select a stage by clicking on it. Selected stages are highlighted.
• Delete a stage by selecting it and pressing Delete / Backspace, or by using the delete option in the stage’s context menu.
• Multi-select stages by holding Shift and clicking, or by dragging a selection box.