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This guide walks you through creating workflows using the visual workflow builder.

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Creating a New Workflow

1

Navigate to Workflows

Go to Build → Workflows in your dashboard.
2

Click Create Workflow

Click Create Workflow to open the builder.
3

Name Your Workflow

Give it a descriptive name:
  • Good: “Refund Request Handler”, “Order Status Lookup”
  • Avoid: “Workflow 1”, “New Workflow”
4

Build Your Workflow

Use the visual builder to add and connect nodes.
5

Save and Publish

Save your workflow and publish when ready.

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Using the Workflow Builder

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The Canvas

The main area where you build your workflow:
  • Drag nodes to position them
  • Click nodes to select and configure
  • Drag from outputs to create connections

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Node Palette

Available nodes you can add:
  • Action — Execute tools and operations
  • Decision — Branch based on conditions
  • AI Decision — LLM-based branching
  • AI Extract — Extract data with AI
  • Respond — Send messages

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Properties Panel

Configure the selected node:

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Adding Nodes

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Action Nodes

Execute a tool or operation:
1

Add Action Node

Drag an Action node to the canvas.
2

Select Tool

Choose which tool to execute (Knowledge Search, API call, etc.).
3

Configure Inputs

Map data from previous nodes or the conversation to the tool’s inputs.
4

Name Outputs

Define output variable names for use in later nodes.

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Decision Nodes

Branch based on conditions:
1

Add Decision Node

Drag a Decision node to the canvas.
2

Define Condition

Write the condition to evaluate (e.g., order.status == 'delivered').
3

Connect Outputs

Connect the Yes and No outputs to different paths.

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AI Decision Nodes

Let the LLM make a judgment call:
1

Add AI Decision Node

Drag an AI Decision node to the canvas.
2

Write Prompt

Describe what the AI should evaluate (e.g., “Is the customer satisfied with the resolution?”).
3

Define Options

Create the possible outcomes (e.g., “Satisfied”, “Not satisfied”, “Unclear”).
4

Connect Outputs

Connect each option to its respective path.

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AI Extract Nodes

Extract structured data from conversation:
1

Add AI Extract Node

Drag an AI Extract node to the canvas.
2

Define What to Extract

Describe the data to extract (e.g., “order number”, “customer email”).
3

Configure Output Schema

Define the structure of extracted data.

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Respond Nodes

Send a message to the customer:
1

Add Respond Node

Drag a Respond node to the canvas.
2

Write Response

Write the message template. Use variables from previous nodes:
Your order {{order.id}} has been refunded. 
You'll see {{order.refund_amount}} back in your account within 5-7 business days.

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Connecting Nodes

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Creating Connections

  1. Click and drag from a node’s output port
  2. Drop on another node’s input port
  3. The connection is created

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Connection Rules

  • Every node (except Start) needs at least one input connection
  • Decision nodes have multiple output ports (one per branch)
  • Action nodes have Success and Failure outputs

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Configuring Inputs

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Variable Mapping

Map data between nodes using the properties panel: Available sources:
SourceDescriptionExample
ConversationData from the messageconversation.latest_message
Previous nodeOutput from earlier nodesextract_order.order_id
Static valueHardcoded value"pending"

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Testing Workflows

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In the Builder

  1. Click Test in the builder
  2. Enter test inputs
  3. Run the workflow
  4. See which path was taken and outputs at each step

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In Playground

  1. Assign the workflow to an agent
  2. Test in Test → Playground
  3. Conversation-level testing with full context

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Publishing Workflows

Workflows start as drafts. To make available to agents:
  1. Click Publish in the builder
  2. Confirm the publication
  3. Workflow is now available for agent assignment
You can continue editing a published workflow. Changes create a new draft that must be published to take effect.

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Best Practices

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Design

  • Start simple — Build the happy path first, then add branches
  • Name clearly — Use descriptive names for nodes and variables
  • Group logically — Organize related nodes spatially

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Testing

  • Test each branch — Ensure all paths work correctly
  • Test edge cases — What happens with missing data?
  • Test failures — How does the workflow handle errors?

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Maintenance

  • Document decisions — Add notes explaining complex logic
  • Version carefully — Test changes before publishing
  • Monitor execution — Check run history for issues

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Next Steps

Nodes & Conditions

Detailed node reference

Test Your Workflow

Validate in the playground