Workflow Step Types

Workflows are built from 10 step types. Each step performs a specific task and passes control to the next step in the flow. Here is a quick reference of every step type — click through to each step's dedicated article for full configuration details and examples.

Messaging

• Send Message — send a static text message or an AI-generated response to the customer
• Ask Question — send a question and wait for the customer's reply, with automatic format validation and the ability to save responses to variables or contact fields

Routing and logic

• Branch — evaluate conditions on contact fields or workflow variables and route the conversation down different paths
• Date & Time — check the current time against a business hours schedule and route accordingly
• Jump to Step — loop back to a previous step in the workflow, with a max-jumps limit to prevent infinite loops
• Trigger Workflow — start another published workflow, optionally from a specific step, to reuse common sequences

Actions and assignment

• Run Action — execute an integration action (Shopify, Stripe, HubSpot, Zendesk, or custom) with input bindings and optional customer confirmation
• Assign To — assign the conversation to a specific user, team, AI agent, or distribute automatically with round-robin or least-open logic

Flow control

• Wait — pause the workflow for a specified duration (minutes, hours, or days) before continuing
• Close Conversation — mark the conversation as resolved and end the workflow

Output paths

Most steps have a single output path that leads to the next step. Some steps have additional output paths for handling different outcomes:

• Ask Question — reply, timeout (optional), delivery failure (optional)
• Run Action — success, declined (optional), failure (optional)
• Assign To — assigned, timeout (optional)
• Branch — one path per branch plus a default
• Date & Time — success (within hours), failure (outside hours)