Workflows and actions

Workflows are configured in the Workflows tab of the AI agents dashboard. They define how an AI agent responds to messages and events using a tree of triggers and actions.

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Triggers

A trigger is a system event or a person's message that starts a set of actions. Triggers can sit at the top level of a flow or be nested within other triggers and actions.

Trigger	Fires when
Message received	A person's message approximately matches a defined intent
Attachment received	A person sends an attachment (image, video, audio, or file)
Fallback	No other trigger at the current level matches
Chat closed	A chat is closed — permanent, top-level only
Collect feedback	A CSAT rating is submitted at the end of a chat

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Actions

An action is started by a trigger. Actions range from sending a preset reply to transferring a chat or calling an external service.

Action	What it does
Send message	Replies with one of the defined preset messages
Send attachment	Submits a file by upload, link, or chat script
Show carousel	Displays an interactive card carousel in the chat
Ask survey	Collects survey responses for analytics
Live agent handoff	Transfers the chat to a live agent in the Inbox
External handoff	Transfers the chat to Bitrix24 or Zendesk
AI agent handoff	Transfers the conversation to another AI agent
Create ticket	Generates a support ticket and sends the first email
Jump	Jumps to another trigger or action in the flow
Branch	Applies conditional logic to determine the next path
Set variable	Creates or updates a chat session variable
Switch language	Changes the AI agent's active language mid-chat
Send API	Sends a request to an external endpoint
LLM processing	Uses an LLM to generate a response from a prompt and input
Auto fill field	Automatically populates predefined fields from conversation context
Auto team match	Matches a team by alternative names configured in Team settings
SQL query	Executes a read-only SQL query against a connected database
Send graph	Displays data as a chart in the chat
Close chat	Closes the current chat

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Configuration

To add an action — select Add action at the point in the tree where it should run, then choose from the list and configure in the settings panel.

To add a trigger — select Add trigger at the top level, or Add workflow trigger within the tree.

Some triggers and actions are only available under certain parents depending on compatibility.

Enabling and disabling — every trigger and action except Chat started and Chat closed can be toggled with the Enabled switch in its row. Disabling removes it from the active flow without deleting it.

Deleting — in a trigger or action row, select the options icon → Delete.

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Localisation

Triggers that assess messages and actions that send content (Send message, Send attachment, Show carousel, Ask survey) are localised per language. Adding a language does not auto-translate existing content — enter it separately for each language or the trigger will not fire in that language.

To localise a trigger or action:

1

Select the trigger or action

Open it in the Workflows tab.

2

Switch language

Use the language dropdown (top right) to select the target language.

3

Enter the content

Type the localised version for that language.

4

Repeat

Repeat for each configured language.