Workflows: multi-step branching

Workflows are a visual builder for multi-step logic. Unlike automations, they can branch down different paths and use an AI step to read or classify the conversation and decide what happens next. You wire nodes together on a canvas; each connection can carry a condition.

Build a workflow

Go to Sidebar › Workflows › New — a canvas opens with a trigger already placed. Add nodes and connect them, then use Test to dry-run before turning it on.

Node types

• Trigger — the entry point (same four events as automations).
• AI — runs the bot's AI on the conversation and saves the answer for later steps. Tasks: classify, extract, generate.
• Branch — a split point; the outgoing connections' conditions decide which path runs.
• Action — reply, tag, assign to a human, add a note, send an email, or call a webhook.
• Connector — run an external integration (HTTP, Slack, Email, Sheets) and optionally save the result.

Conditions

Each connection is either Always or Only when a value matches. Operators: equals, not equals, contains, greater than, less than, is truthy. Values can reference the visitor, the conversation, or an earlier AI step's output.

Example — route hot pricing leads to sales

• Trigger — Keyword matched: price, pricing, cost, plan, quote.
• AI node — classify buying intent into high/medium/low, saved as intent.
• Branch, then: Tag pricing-interest on an Always edge; Assign to a human + email sales on the condition intent equals high.

Both automations and workflows react instantly to the same triggers; neither has timed or scheduled steps.