Workflows
Workflows let you define structured conversation flows — sequences of steps the agent follows to complete a task. Unlike free-form LLM conversations, workflows give you precise control over the path through a process.
When to use workflows
Use workflows when:
- A process has a fixed sequence of steps (e.g. onboarding, intake forms)
- You need guaranteed tool calls in a specific order
- Compliance requires every conversation to follow a defined path
- You want to collect structured data from callers
Use free-form agents (no workflow) when:
- The conversation is unpredictable and open-ended
- You want the LLM to decide what to do next
- The task is simple (Q&A, lookups)
Workflow nodes
A workflow is a directed graph of nodes. Each node represents one step:
| Node type | Purpose |
|---|---|
| Message | Agent says something to the caller |
| Collect input | Agent asks a question and captures the answer |
| API call | Call an integration action (e.g. look up a record) |
| Condition | Branch based on a value or condition |
| End | Terminate the workflow |
Creating a workflow
- Go to your project → Workflows
- Click New Workflow
- Add nodes and connect them with edges
- Attach the workflow to an agent in the agent editor
Variables
Workflows support runtime variables. When a Collect input node captures a value, it's stored as a variable (e.g. {{caller_name}}). Later nodes can reference these variables in messages or pass them to API calls.