Workflow Step Reference

This is the complete catalogue of steps available in the workflow builder. The palette groups them into six categories:

Every step shares one common setting: a Label, the name shown on the canvas. Pick labels that read like a story — "Ask for pet's name" beats "ask_text_3".

Triggers#

Trigger#

The entry point of every workflow — it decides which incoming customer messages start this conversation.

• Trigger type — how the workflow starts (for example, matching what the customer typed).
• Trigger phrases — the words or phrases that match, with a comparison mode (exact or contains) and an optional case sensitive toggle.
• Reply to template — alternatively, trigger when a customer replies to a specific message template — ideal for following up a broadcast.

Messages#

Send template#

Sends one of your approved message templates, with each template variable (like {{1}} or {{first_name}}) mapped to a workflow variable. Required for starting conversations and for messages outside WhatsApp's 24-hour customer-service window.

Send text#

Sends a free-form text message. Only works inside an active session (within 24 hours of the customer's last message) — use Send template outside it.

Inputs#

Every input step asks the customer a question (Prompt) and stores the answer in a Variable for later steps. Inputs also share retry behaviour: re-prompt attempts for invalid answers, and an optional fallback path the conversation takes when the customer keeps answering invalidly — route it to a human handoff or a friendly ending.

Ask text#

Free-text answer — a name, an address. Optional max length.

Ask number#

Numeric answer, with a value mode (plain number or currency amount), optional currency and decimal places, and min/max bounds.

Ask choice#

Presents interactive options the customer taps instead of typing. Configure the options source — type the choices yourself, or populate them from a directory (a list of records like branches or services). Choose a delivery style (buttons or list), and optionally route each option to a different next step — a quick way to build menus without separate Branch steps.

Ask date#

Asks for a date and validates it before storing.

Ask document#

Asks the customer to supply a document. How the file arrives — in the chat or via a secure browser upload link — follows your workspace's document upload mode.

Logic#

Verify#

Validates a variable against a rule and routes accordingly — the general-purpose "check this before continuing" step.

Verify employee ID#

Resolves an ID number the customer typed to a real customer or employee record, so the rest of the workflow knows exactly who it's talking to.

Verify OTP#

Sends a 6-digit one-time code and verifies the customer's reply, then links the conversation to the verified record. Use it before exposing anything personal.

Branch#

Conditional routing — evaluates a condition on your variables and sends the conversation down the matching path.

Set variable#

Assigns a value to a session variable — handy for flags and defaults.

Compute#

Evaluates arithmetic expressions on your variables and stores the result.

Lookup reference#

Fetches a record by ID from a session variable and unpacks its fields into variables, using a variable prefix (for example, prefix employer yields employer_name). Optionally fail the workflow if the reference is not found.

Actions#

Call action#

Invokes a backend action with variables you've collected — the bridge from conversation to business system.

Submit application#

Submits everything the workflow collected as a formal application record.

End#

Every path should finish at an ending step — it closes the session cleanly and records the outcome.

End — success#

The conversation achieved its goal.

End — failure#

The conversation could not be completed — abandoned, failed verification, or routed down an error path. Recording failures separately makes them measurable.