Workflows

Workflows guide conversations through a defined process: intake, reminders, scheduling, support triage, follow-up, or any other multi-step interaction. A workflow combines tasks, instructions, abilities, forms, and routing rules so an agent knows what to do at each point in the conversation.

What a Workflow Contains

Part	What it controls
Tasks	The steps a member moves through during the conversation
Assistant settings	Versioned name, identity, chat model, and voice model used for the conversation
Prompt	Overall instructions for how the agent should behave
Starting task	The first task used when a new chat or assignment begins
Abilities	Tools the agent can use, such as calendar booking, file access, phone calls, data access, or custom toolkits
Forms	Structured information the agent can collect during the conversation
Event rules	Automations triggered by workflow activity, such as task entry, completion, or escalation
Default channels	Optional phone number or inbox used when the workflow is started from SMS, voice, or email

Creating a Workflow

1. Go to Workflows.
2. Click Create Workflow.
3. Give the workflow a clear name and description.
4. Configure the assistant, or use Copy from… to start from an Agent or another Workflow revision.
5. Add at least one task, then select the starting task.
6. Attach any abilities, forms, notification rules, or channel defaults the workflow needs.

Use names that describe the member's goal, such as "New Patient Intake," "Appointment Reminder," or "Benefits Eligibility Screening." Workflow names appear in chat filters, assignment history, channels, and reports, so they should be understandable outside the builder.

Building Tasks

Tasks define what the agent should accomplish at each step. Most workflows work best when each task has one clear job.

Field	Purpose
Name	A short action-oriented label, such as "Collect Contact Info" or "Confirm Appointment"
Prompt	Instructions for what the agent should say, ask, avoid, and escalate
Goal	The condition that means the task is complete
Initial Message	Optional first message when the member enters the task
Forms	Structured fields the agent can fill while completing the task

Connecting Tasks

Tasks can run in a simple sequence or branch based on the member's situation. For example, an intake workflow might move from "Collect Insurance" to either "Schedule Appointment" or "Escalate to Coordinator" depending on whether the member has active coverage.

Use task connections when:

• The next step depends on information collected earlier.
• A member can skip steps that do not apply to them.
• A workflow needs a human review path for uncertain or high-risk cases.
• A conversation can loop back for clarification before moving forward.

Abilities and Forms

Abilities let the agent do work during the workflow. Add abilities at the workflow level when every task should have access to them, and add abilities at the task level when only one step needs them.

Common patterns:

• Add Calendar Booking only to scheduling tasks.
• Add File Access to tasks that need protocols, FAQs, or policy documents.
• Add Data Access when the agent needs to read or update member records.
• Add Custom Toolkits only where the workflow needs a specific external integration.

Forms give the agent a structured place to store information it collects. Use forms for information you need to filter, report on, reuse in later tasks, or send to another system.

Active Revisions

Every workflow has an active revision. The active revision is the default workflow state that runs for new chats, assignments, qualification runs, criteria runs, and test runs unless you explicitly select another revision.

When a chat or assignment starts, it is pinned to the workflow revision that started it. If you later make a different revision active, existing chats and assignments continue on the revision they already use. This keeps in-progress conversations stable while you improve the workflow for future starts.

While you edit, changes land on a mutable draft. Publishing freezes that draft into an immutable numbered revision and starts a fresh draft for continued editing.

New Workflows: Live-Draft Mode

When you first create a workflow and have never published it, your draft is the active version — there is no separate published revision yet. Any edit you save is immediately live for new chats and assignments. You do not need to publish to see changes take effect.

This is called live-draft mode. It also applies if you explicitly activate the draft revision from the revision history (see Make Active).

The first publish exits live-draft mode and does three things:

1. Freezes your current draft as an immutable, numbered revision.
2. Creates a fresh draft so you can keep editing without affecting live traffic.
3. Makes the just-published revision the active one.

After the first publish, your edits stay in draft until you publish again — exactly like any other workflow.

Publishing a Revision

Use Publish when you want to freeze the current draft as a numbered revision. Publishing does two things by default:

1. Freezes the draft as an immutable published revision (and clones a fresh draft for further edits).

2. Makes that just-published revision the active revision, so new work uses it immediately.

3. Open the workflow.

4. Review the tasks, prompts, abilities, forms, and connections.

5. Click Publish.

6. Optionally add a short label and notes that explain what changed.

7. Confirm Publish.

After publish, live traffic uses the new revision unless you intentionally publish without activating (advanced / API-only flow). For day-to-day editing, treat Publish as “freeze this draft and go live with it.”

Viewing and Comparing Revisions

The revision history shows published revisions with their revision number, label, active status, and publish information. Open a published revision to inspect the workflow exactly as it was frozen.

Published revisions are read-only. To change what runs next, click Make active on a published revision, or continue editing the draft and Publish again.

Use published revisions when you need to:

• Review what was live during a past rollout.
• Compare qualification or criteria test results across workflow designs.
• Keep a known-good workflow available while trying a new approach.
• Show stakeholders the exact workflow revision used for a test run.

Make Active

Make active only flips the workflow’s active pointer to a chosen published revision. It does not create a new revision, freeze the draft, or change graph content.

Use Make active when you want to roll back to an earlier published revision, or switch live traffic to a different already-published design without publishing again.

Apply carefully when the workflow is connected to live channels:

• New SMS, voice, email, site, and manually created chats will use the active revision.
• Existing chats and assignments stay pinned to the revision they started with.
• Test and qualification results should be read with the revision number they ran against.

Cloning Workflows

Clone a workflow when you want a separate workflow with the same structure as a starting point.

1. Open the workflows list.
2. Use the workflow's actions menu.
3. Select Clone.
4. Rename the clone and adjust its tasks, prompts, abilities, defaults, and access rules.

Cloning creates a separate workflow. Revisions inside the original workflow remain part of the original workflow's history.

Tips

• Start with the shortest useful flow. A two-task workflow that works reliably is easier to improve than a large workflow that has never been tested.
• Use one task per decision point. If a prompt has to handle too many goals, split it into separate tasks.
• Publish before meaningful follow-on changes. Publishing freezes a stable revision to test against and gives you a clean path back via Make active.
• Treat Publish as go-live by default. It freezes the draft and activates the new revision unless you deliberately publish without activating.
• Use Make active for pointer flips only. Roll back or switch among already-published revisions without re-freezing the draft.
• Check live channel defaults. Phone numbers, inboxes, sites, routines, and actions may start chats from this workflow.
• Read test results by revision. A qualification or criteria result only makes sense with the workflow revision that produced it.

Related

• Actions - Trigger automations from workflow events
• Forms - Collect structured information during conversations
• Abilities - Add tools and capabilities to workflows and tasks
• Chats - Monitor conversations running through workflows
• Qualifications - Run criteria and evaluations against members

For developers

• Workflows API — create, publish, and manage Workflow revisions programmatically
• Tasks API — read and manage the Tasks within a Workflow