Workflows

See the company's workflows, and read a short guide to how a workflow runs.

What you can do

• Browse workflows and their state
• Read How workflows work
• Describe a new workflow in your own words and let Studio draft it

In Studio: Workflows · How workflows work

In the API: listPipelines

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 Studio: Edit

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 Studio: Edit

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 Studio: Edit

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 Studio: Edit

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 Studio: Edit

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 Studio: 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 Studio: Waiting for you

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 signatures or a shared key before anything runs

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

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

What you can do

• Retry, cancel or reschedule a run
• Run a scheduled run now

In Studio: 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 Studio: 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 Studio: Webhooks out

In the API: listPipelineWebhooks, createPipelineWebhook, updatePipelineWebhook

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
• Keep a returning customer with their rep

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
• Commit to GitHub as the identity, with the requester credited

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