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A workflow is the conversation plan your AI Agent follows. It tells the AI Agent what to say, what to ask, and which actions it can take. Website chat, phone numbers, and outbound campaigns each use a published workflow. Chat workflows handle messages; voice workflows handle calls. The full-screen Workflow Designer is where you create and publish that plan.
Integrations connect accounts. Channels connect inboxes. The workflow decides what the agent says and which tools it may use.

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Open Workflows

1

Open your project

Sign in and open the project where you want to design the agent.
2

Go to Workflows

In the project sidebar, under Build, select Workflows. You see a table of workflows with Name, Type (Chat or Voice), and status.
3

Create or open

Select Create Workflow, or open an existing row to edit the canvas.

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Create a workflow

1

Name it

Enter a name that describes the job (for example, website support or inbound sales).
2

Choose Chat or Voice

Pick Chat Flow for messaging channels, or Voice Call Flow for phone and Web Voice. You cannot convert the type later—create a second workflow if you need both.
3

Open the editor

Create the workflow. It starts as a draft. The designer opens with a canvas on the left and a configuration panel on the right.
The new row appears in Workflows with status Draft and type Chat or Voice.

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Design on the canvas

  • Canvas — nodes and the paths between them.
  • Configuration panel — settings for the selected node or path.
  • Add a node — right-click empty canvas, then choose from Add Node.
  • Connect nodes — drag from a handle to another node. Click a path to set an optional Display label and a Condition Prompt (when the agent should take that path). Path types include entry, delegation, agent handoff, transfer, and end.
Save often. Use Validation errors to fix missing names, disconnected nodes, or incomplete transfer settings before you publish. Publish makes this version available to channels and campaigns. Drafts stay off live traffic until you publish.
Channels and campaigns only run a published workflow. After you change the canvas, publish again so live conversations pick up the new design.

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Node types

Each card opens a setup guide.

Start Node

Entry point. Choose what context to load before the first agent speaks.

Agent

A conversation step with prompt, AI settings, and tools.

Supervisor

Orchestrates tasks and other agents, then continues the conversation.

Task Node

Collect one typed value (for example an email) before moving on.

Task Group

Ordered intake steps, each with its own prompt, output, and tools.

Transfer

Hand the chat or call to a human. Chat and voice use different assignment fields.

End Node

End the conversation or hang up the call.

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Tools

On an Agent, Supervisor, or Task, open the Tools tab to turn capabilities on. Connecting Gmail or Slack on Integrations is not enough until you enable the matching tool.

Tools

Browse every built-in tool and how to enable it on a node.

Power your agent

Attach your HTTP APIs and MCP servers, then enable them on the Tools tab.

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Use a published workflow

  • Chat — attach it in channel settings (Web Chat, WhatsApp, email, and the rest).
  • Voice — attach it on Web Voice, inbound numbers, or outbound campaigns.
You need permission to view and edit workflows. If Create Workflow is missing, ask a project admin.