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A workflow takes one contact at a time through a journey you draw: Agent calls them, AI reads the call and decides how it went, the workflow waits, sends a WhatsApp or an SMS, calls again — whatever you connect. Each contact goes through on their own, at their own pace, and you can see where every one of them is. Open Workflows in the sidebar, then Create workflow:
  • Describe it, and AI builds it. Say what should happen in a few sentences — “When someone gets the tag new-lead, Riya calls them. If they’re interested, send the brochure on WhatsApp and tell the sales team…” — and AI draws the workflow, choosing your agents and templates by name. It is saved as a draft: look it over, fill what is marked in red (a template’s blanks, an agent it could not tell apart), then publish.
  • Start from a ready-made one: qualify new leads, call back missed calls, appointment reminders, payment reminders, document chase, win back old customers.
  • Start from a blank canvas.
A workflow never changes an agent. A call it places is that agent’s call in every way — its instructions, voice, steps and actions. The workflow decides only when to call or message and what follows. If you never use Workflows, nothing about your agents changes.

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What starts it

The Start when card at the left of the canvas: Add Only if… to take through only the contacts who match — a tag, or their name, email, phone or language. Contacts without a phone number are skipped, and nobody is ever in the same workflow twice at once.

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The blocks

Drag a block from the Blocks list onto the canvas, or click it. Draw from a block’s right-hand dot to the next one. Everything about a block is set on the block itself. Tidy up, at the top right of the canvas, lays every block out left to right in the order the workflow runs, with a decision’s answers top to bottom as you listed them. When a call starts the workflow, AI decides and Conditional can read that call too: choose The call that started this run. Its outcome is answered, no answer, busy, voicemail or failed (cut off part-way). Agent answers every call to your number, so a caller who needs ringing back is one whose outcome is anything but answered — the Call back missed calls starter checks exactly that.

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Filling blanks

Anywhere you fill a blank or a variable, type text or pick a value: the contact’s name, phone or email, an earlier call’s summary or outcome, or an earlier action’s answer. In an Action, values are written safely for where they go: encoded in the address (a + in a phone number stays a +), escaped inside a JSON body (a quote in somebody’s name can’t break it), and kept to one line in a header.

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Settings

Settings in the builder’s header:
  • Stop a contact’s run when they reply on WhatsApp, or get a tag you name (say, booked). Anyone who asks not to be contacted, or is on your do-not-call list, is always stopped.
  • Goal — the AI decides answer that counts as success. The Workflows page shows how many runs reached it.
  • A contact can go through it again: never, after their last run ends, or 30 days after it.
  • Quiet hours — no calls or messages between these times, in the contact’s own time (read from their number; for a country with several time zones, it must be outside quiet hours in all of them). A Call block’s call window is the contact’s time too.
  • End a run after a number of days (up to 30).

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Publish, test and start

  • Publish saves a new version. Runs already going finish on the version they started on. If something would stop the workflow working — a call with no agent, an unapproved template, a blank left empty — it is marked in red under to check, and Publish waits until it is fixed. Amber items are worth a look but don’t stop you.
  • Test runs the canvas as it is now — saved or not — on your own phone. Tick Skip waits to turn a day’s wait into seconds. Tests make real calls and send real messages. For a workflow that starts when a call ends, choose how that call went — missed, answered, cut off or busy — and the test begins as if it had.
  • Start (for Contacts I choose) picks the group or tag and starts them.
  • Runs shows the latest contacts and, for each, what happened block by block.
  • Results puts the last 30 days on the canvas: how many reached each block, and how many took each AI answer.

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Start it from your system

Set Start when to Your system asks — the card then shows the exact address to call, with this workflow’s id and a copy button — and publish. Then call Start a Workflow Run with a full API key:
  • A number you have never sent before becomes a new contact, so a fresh lead can go straight in.
  • variables are this run’s own values: a blank written {{contact.order}} fills from order.
  • started: false (not an error) means they are already going through it, or the workflow’s settings don’t let them go through it again.
  • List Workflows gives every workflow’s id and what starts it; Get a Workflow gives its blocks and, for one your system starts, the address to send runs to.
  • From an AI assistant, the MCP tools list_workflows and start_workflow_run do the same. The SDKs have workflows.list, workflows.get and workflows.startRun.

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Good to know

  • Calls and messages are billed exactly as any other call or message. AI decides is not charged.
  • Calls keep the usual calling hours in the contact’s own time, your plan’s lines, and your balance. When every line is busy, contacts wait their turn rather than fail.
  • On a call a workflow places, the agent’s own After the call messages are not sent — the workflow decides what follows, so the contact never gets both.
  • Pause a workflow from its menu on the Workflows page: contacts wait where they are until you resume it. Delete stops every run still going.