A workflow is made of nodes wired together. This page is a reference for every node type and the settings it needs. Add nodes with the blue + button and configure them in the Properties panel.
Start
Every flow begins with one Start node. It's the entry point and can't be deleted. You don't configure it directly — you attach your first conditions under it.
Conditions
Conditions are branching points. They check what the customer did and send the conversation down a matching path.
First Message Text
Triggers when the customer's first message contains any of your keywords.
| Setting | Notes |
|---|---|
| Keywords | Comma-separated list, e.g. price, pricing, cost. At least one is required. |
First Message Time
Triggers when the first message arrives within a time range on the days you choose — great for business-hours routing.
| Setting | Notes |
|---|---|
| Time range | Start and end time. |
| Days | Toggle Monday–Sunday. At least one day required. |
Button Response
Triggers when the customer taps a specific button from an earlier Message with Buttons node.
| Setting | Notes |
|---|---|
| Button text | Must match the button's label exactly. |
Else
A fallback path that runs when no other condition matches. It needs no configuration and appears in a muted color.
Pair real conditions with an Else so no customer is left without a reply.
Message with Buttons
Sends a message and offers the customer interactive buttons to tap. Each button can be answered by a Button Response condition.
| Setting | Notes |
|---|---|
| Message text | Supports variables like {{contact.name}}. |
| Media | Up to 5 attachments (image, video, document). |
| Buttons | 1–10 buttons, each with custom text. |
On WhatsApp this sends as an interactive list; on Instagram as a button template.
Actions
Actions do something without necessarily sending a reply, then continue the flow.
Add Label
Attaches one or more labels to the conversation — useful for organizing and reporting. Pick labels from your library.
Add Collaborator
Assigns the conversation to one or more team members.
Send Message
Sends a plain message (text and/or up to 5 media) with no buttons, then continues.
Webhook
Calls an external system when the action runs — handy for syncing to a CRM or analytics.
| Setting | Notes |
|---|---|
| URL | The endpoint to call (HTTPS). |
| Method | POST, GET, PUT, or PATCH. |
| Authentication | None, Authorization header, or an API key header. |
The request includes contact details, the conversation ID, the workflow ID, and a timestamp.
Jump to Action
Reuses an action node from elsewhere in the flow so you don't rebuild it. Pick the target action; the flow continues from there.
Endings
Every path must finish at an End node, which hands the conversation off.
End → Human Agent
Routes to a specific human agent and/or team.
End → AI Agent
Hands the conversation to your AI Agent. You can also set a human agent/team as a fallback the AI can escalate to.
A path that doesn't reach an End node will show as a validation error and block saving. Make sure every branch finishes cleanly.
What's next
- Building Your First Workflow — see these nodes in action
- Common Workflow Patterns — how nodes combine into real flows