Workflows

See the company's workflows grouped by category, and start a new one.

What you can do

• Browse workflows by category, with their state
• Create a workflow with a name and a category, then choose how it starts
• Move a workflow to another category
• Ask Studio to describe and build a workflow for you

In Falcon: Workflows · New workflow

In the API: listPipelines, listWorkflowFolders, createWorkflowFolder, moveWorkflowToFolder

Add, move and remove steps on a canvas, with the chosen step's settings beside it.

What you can do

• Add an agent step and choose its tools
• Reorder or remove steps
• Try the workflow before it is Live

In Falcon: Agent flow

In the API: getPipelineVersion, testPipeline, updateStepToolSettings, getStepToolSettings

Start a workflow on a schedule, when an app sends an event, when a conversation arrives, or when another system calls it.

What you can do

• Pick a start from connected apps first
• Set the start's details inline, with examples
• See an example of the event that starts it

In Falcon: Agent flow

In the API: listPipelineTriggers, createPipelineTrigger, getPipelineEventExample

Hang extra steps off a step for when someone is interested, replies STOP, or the step fails.

What you can do

• Add a side chain to any step
• Retry a failed step, or run a side chain instead

In Falcon: Agent flow

A step that checks whether a person or place is open now, and sends the workflow one way or the other.

What you can do

• Check an identity's working hours
• Send out-of-hours work down its own path

In Falcon: Agent flow

A first step that greets the person, looks them up in past conversations, and hands them to the right agent, such as sales or service.

What you can do

• Name the routes and what each is for
• Match the person to past conversations first
• Send each route to its own agent

In Falcon: Agent flow

Say what counts as someone engaging, such as replying or booking, so each can start a side chain.

What you can do

• Define what the company counts as engaging
• Use an engagement to start a side chain

In Falcon: Engagements

Drafts that need a person before they are sent, from every workflow, in one place.

What you can do

• Send a draft as it is
• Edit a draft, then send it
• Decide not to send it

In Falcon: Inbox

In the API: adoptGmailReplyDraftTemplate, installGmailReplyDraftTemplate

Give any outside system its own address to call, and map what it sends into a workflow or an agent.

What you can do

• Create an address for each system and rotate it when needed
• Map fields from the request into the workflow
• Start from ready-made settings for Twilio, Zoom or RingCentral recordings
• Check Stripe, Shopify, GitHub and Slack requests against the signature each one sends
• Check signatures or a shared key before anything runs
• Map each value from a body field, query parameter, header or fixed value into a start, identity or customer field, or an outgoing header
• Name who answers with one header, X-Falcon-Identity (the identity's code), and who is writing in with X-Falcon-User-Email, X-Falcon-User-Phone, X-Falcon-User-Name and X-Falcon-User-Id; the old per-field X-Sender headers work until 2026-12-27
• See what the target receives, the steps that get it first, and what your system gets back
• Flag maps for a look when a published workflow changes its start fields or result

In the API: listIncomingRequestMaps, listIncomingRequestTargets, createIncomingRequestMap, updateIncomingRequestMap, revealIncomingRequestMapSecret, rotateIncomingRequestMap, receiveIncomingRequest

See each time a workflow ran, and step in when one needs it.

What you can do

• Retry or reschedule a run
• Stop a run at its next step boundary; a call already in progress finishes
• See who stopped it; unanswered questions are withdrawn without a fallback
• Run a scheduled run now

In Falcon: Runs

In the API: retryPipelineRun, cancelPipelineRun, reschedulePipelineRun, runnowPipelineRun

Make a workflow Live, go back to an earlier version, or archive it.

What you can do

• Make a version Live
• Roll back to the previous version
• Archive a workflow you no longer use

In Falcon: Publish

In the API: getPipelineVersion, rollbackPipeline, archivePipeline

Tell your own systems when a workflow does something, by sending them a signed message.

What you can do

• Add an address to notify
• Choose which events it receives

In Falcon: Webhooks out

In the API: listPipelineWebhooks, createPipelineWebhook, updatePipelineWebhook

Put a workflow's chat on your website with one snippet. Each web chat has its own random chat key and only opens on the websites you allow.

What you can do

• Copy the snippet: one short line, then the script naming this chat's key
• Allow up to 20 websites: exact https sites like www.acme.com or every subdomain with *.acme.com (a bare * and wildcards like *.co.uk are refused)
• Open it from your own button, even one added after the page loads, with data-chat-open="<chat key>" and no script, or with the snippet's open call; close, toggle, send, identify and on take the key too
• Set the greeting, title, subtitle, message box text and up to three suggested questions
• Choose a floating bubble (corner, distance from the side and bottom, icon, open by itself after some seconds) or always open on the page
• Pick the main colour and icon colour (the company colour and white by default) and which files visitors can attach
• Show replies as they are written or all at once, and let returning visitors continue their last chat for a number of days (30 by default, 0 starts fresh)
• Pause it with the On / Paused switch; removing a website or pausing stops chats on their next message

In Falcon: Ways in

In the API: listPipelineWebChats, createPipelineWebChat, updatePipelineWebChat, deletePipelineWebChat

If two agents or identities wrote to someone and they reply, choose whether the reply goes to the latest, to both, or is read to decide.

What you can do

• Set the rule for each channel
• Override it on a workflow step

In the API: getTextMessagingSettings, putTextMessagingSettings

Share new conversations between identities in turn, such as sales reps who are available, and keep returning people with the same one.

What you can do

• Rotate new leads between identities in turn, to the least busy, or by weight
• Only give turns to identities that are active, inside their working hours and free on their calendar
• Set a daily limit per identity, and choose who answers or wait when nobody is available
• Keep a returning customer with their rep on any channel, and switch them when the rep leaves
• Move a person to someone else by hand
• See conversations per identity and why each one got them

In Falcon: Identity

In the API: getIdentityTurns, findIdentityTurn, reassignIdentityTurn

Pick which identity an agent acts as on each step, so the same agent can appear three times as three people.

What you can do

• Choose an identity for each agent step, or leave it to the workflow
• Let a step take turns among identities, keeping returning people with the same one
• Use the step's identity for its tools, what it remembers and the messages it sends
• Commit to GitHub as the identity, with the requester credited

In Falcon: Agent flow

Label outgoing messages with a topic, so opting out of marketing never stops order updates, and route replies by keyword.

What you can do

• Keep a list of topics for the company
• Let people opt out of one topic only
• Route a reply by keyword

In the API: getCompanyMessageTopics, updateCompanyMessageTopics

A step that scores or checks the work of earlier steps, and workflows that only evaluate.

What you can do

• Check a plan is complete before it is sent
• Run an evaluation on its own

Repeat a set of steps, such as a follow-up every few days, until someone replies or a limit is reached.

What you can do

• Repeat steps on a schedule
• Stop when the person replies

Remind people who haven't answered, and pass work through more than one review before it goes out.

What you can do

• Send a reminder after a set time
• Add review rounds