The Workflow Designer is the full-screen canvas where you build the conversation plan for an AI Agent. A workflow tells the AI Agent what to say, what information to collect, and which actions it can take.
Create or open a workflow
Open Build → Workflows, then choose Create Workflow or open an existing workflow. Choose Chat for text conversations or Voice for calls. The designer opens after you create the workflow.
Build the conversation
Use the canvas to connect steps from the beginning of a conversation to the end:
- Start begins the conversation.
- Agent lets the AI Agent speak with the customer and use instructions, knowledge, and tools.
- Supervisor helps route work between parts of a larger flow.
- Task handles one focused job.
- Task Group keeps related tasks together.
- Transfer sends the conversation to a person or another destination.
- End finishes the conversation.
For details about each step, see Workflow nodes and the node guides below it.
Select a node to open its settings. Depending on the node, you can add instructions, choose a model or voice, connect knowledge, enable tools, and set the next step. Keep instructions focused on what the node needs to do.
Save and publish
Save the workflow while you work. When it is ready, publish it before connecting it to a channel, inbound, or campaign. A channel uses the published version; later edits do not reach customers until you publish the new version.
Test the result
Use Playground to send messages or start a test call. Check normal questions, missing information, tool actions, and handover paths before going live.
Changing a published workflow can change live conversations. Test the new version before publishing it to a channel or phone number used by customers.
