Add it
New workflows already include a start node. To add another, right-click empty canvas → Add Node → Start Node. Connect start to the first Agent or Supervisor (entry path).Configure
Select the start node. Turn on the context the first agent should see:- Add current date & time — Chat uses the project timezone. Voice uses campaign timezone for outbound, inbound settings for inbound, or project timezone for Web Voice.
- Customer profile — Known profile fields when a profile exists. On voice, captured fields and CRM data from the profile. Off means they are not injected.
- Long-term memory — Preferences, constraints, and commitments remembered across later chats and calls. Follow-ups and recaps stay in summaries and tickets.
- Recent conversation summaries — The last two summaries from chat, voice, email, and other channels.
- Open tickets and active handovers — Open support tickets and live handovers for this customer profile.
On voice outbound calls, the campaign list row is always included as campaign contact, even if you leave the other toggles off.
Verify
Start connects to your first agent. Enable only the context that agent should use, then save.