Triggers and actions

A workflow is one trigger, optional conditions, and a list of actions. This page lists what is available.

Triggers

Message events

Trigger	Fires when
`message.received`	Any customer message arrives
`message.contains_keyword`	A message contains one of the keywords you list
`intent.detected`	The agent classifies a message as a particular intent
`conversation.started`	A new conversation begins
`no_reply_timeout`	Nobody has replied for the number of minutes you set

Customer events

Trigger	Fires when
`customer.first_message`	Someone writes for the first time
`customer.returned`	Someone writes again after the number of days you set
`customer.tagged`	A specific tag is added to a contact

Order events

Trigger	Fires when
`order.created`	An order is created
`order.status_changed`	An order reaches a status you name
`order.abandoned_cart`	An order sits unfinished for the minutes you set
`order.delivered`	An order is delivered

Agent events

Trigger	Fires when
`ai.confidence_below`	The agent is less sure than the threshold you set
`ai.escalation_requested`	The agent asks for a human
`supervisor.rejected`	A safety check rejected a draft answer

Time and other events

Trigger	Fires when
`schedule.cron`	On a schedule you define
`delay.after_trigger`	A set time after another trigger fired
`csat.submitted`	A customer rates a conversation
`referral.completed`	A referral is completed

Actions

Change how the agent behaves

Action	Effect
`ai.inject_instruction`	Adds an instruction for this conversation only
`ai.override_tone`	Changes tone for this conversation
`ai.set_context`	Switches mode: sales, support or onboarding

These affect one conversation. They do not change your agent's settings.

Talk to the customer

Action	Effect
`send.message`	Sends a message; supports `{{ variables }}`
`send.product_carousel`	Sends products matching a filter
`send.referral_invite`	Sends your referral link

Organise work

Action	Effect
`tag.add` / `tag.remove`	Tags a contact
`assign.to_operator`	Assigns to a specific person
`assign.auto`	Assigns round-robin or to whoever is least busy
`note.add`	Adds an internal note

Assignment pauses the agent by default: once a person owns a conversation, the agent should not also answer.

Control the flow

Action	Effect
`delay.wait`	Waits, then continues
`wait_until_reply`	Waits for the customer, with a timeout branch
`condition.branch`	Splits into two paths
`workflow.stop`	Ends the workflow

wait_until_reply has no "on reply" branch on purpose: if the customer answers, the workflow simply carries on with the actions after it — the same thing a person would do. The onTimeout list runs only when they do not.

Reach outside

Action	Effect
`webhook.send`	Calls your endpoint
`skill.invoke`	Calls a tool from an installed app
`code.execute`	Runs sandboxed code
`metric.increment`	Counts something

Bring in a human

Action	Effect
`escalate_to_human`	Hands the conversation over
`escalate_with_context`	Hands over with a summary of why

Two things worth knowing before you build one

Workflows run on every matching event, including replays. Delivery is at-least-once, so an action that creates or charges something must tolerate running twice. Sending a message twice is visible to the customer; design around it rather than assuming it cannot happen.

A workflow that writes to the customer competes with the agent. If a workflow sends a message while the agent is also answering, the customer sees both. Pause the agent (assign.*) or stop the workflow when the agent is handling the conversation.

Trying one safely

Every workflow can be dry-run before it is enabled: it reports what it would have done without doing it. Use it for anything that sends a message or touches an order.