Workflows
Learn what workflows are, how the builder works, and how to create, test and publish a workflow that combines messages, AI, logic and API calls.
A workflow is a step-by-step automation that starts on an event, for example a new chat, and runs a chain of blocks: send a message, ask a question, call an API, branch on a condition, hand over to an AI agent or a person. Use workflows when a process must happen the same way every time, for example verifying a customer before sharing order details.
Workflows and AI agents work together. An AI agent decides what to do in a conversation; a workflow fixes the order of steps. A workflow can hand a conversation to an AI agent, and an agent can jump into a workflow step through a tool.
Open workflows from Settings → Workflows & AI Agents → Workflows.
How a workflow is built
Every workflow starts with a trigger and continues with blocks from the builder’s toolbar. Blocks are grouped by what they do:
| Group | Blocks | Use it to |
|---|---|---|
| Triggers | Channel, API, Webhook and Internal triggers | Start the workflow when something happens. |
| Talk | Message, Image, Ticket Reply, Send Email | Send something to the customer or add a note to a ticket. |
| Listen | Buttons, Capture, Upload Img, Carousel, Card, Form, List | Ask the customer something and wait for the reply. |
| AI Agent | AI Agent, Voice AI Agent | Hand the conversation to an AI agent, or place a call with a voice agent. |
| Gen AI | Generate, Extract | Write text or pull out details with AI. |
| Logic | Conditions, Component, Set Variables, Delay, Verification | Branch, store values, wait, or reuse another workflow. |
| Dev | API, Integration, MCP | Call your systems or use a connected app. |
| Notes | Add Note | Leave a note on the canvas for your team. |
The toolbar also has an AI Agent button for adding a Voice AI Agent block. Press Ctrl+K to search for a block.
Create a workflow
Open Workflows
Go to Settings → Workflows & AI Agents → Workflows and click Create Workflow.
Name and describe it
Enter a Name (shown to the end user) and a Description. Make the description accurate and detailed: Robylon searches descriptions to find the right workflow for what a customer asks.
Pick a category
Choose or create a Category to keep your workflows organized. Each workflow works best in one category. Leave Builder Version on V2.
Add a trigger
Click Create, then click the start block and Add a Trigger. See triggers.
Add blocks
Add blocks from the toolbar and connect them. Each block has exits that you connect to the next block. For example, an API call has a Success and a Failure exit.
Fix errors and publish
Check the errors and warnings counter at the bottom of the canvas, then click Publish. You cannot publish while there are errors; warnings do not block publishing.
A live workflow shows Edit and Unpublish at the top of the builder: click Edit to change it, then publish again to replace the live version. See version history.
Actions on block exits
Buttons, conditions and several other blocks can run actions on their exits, as well as moving to the next block. Some actions end the workflow; others let it continue.
| Action | What it does |
|---|---|
| Populate Entity or Variable | Sets a variable or entity to a value. |
| Update property | Changes a ticket or conversation property. |
| Update User Info | Updates the customer’s details. |
| Update status | Changes the ticket or conversation status, for example to Closed. |
| Add tag | Adds a tag to the conversation. |
| Capture Attachments | Saves the files the customer sent. |
| Create Ticket | Creates a ticket from the conversation. |
| Go to URL | Opens a link for the customer. |
| Open Share Menu | Opens the share menu. Ends the workflow. |
| Go to an Intent | Jumps to the workflow for an intent. Ends this workflow. |
| Go to a Block | Jumps to another block in this workflow. |
| Handover to human | Hands the conversation to your team, for example by routing through queues. Ends the workflow. |
| Handover to AI | Hands the conversation to the AI agent you pick: the triage agent, a sub-agent or a single agent. Ends the workflow. |
| End Automation | Ends the workflow. |
Workflow statuses
- Live: published and running on its triggers. The live version is read-only.
- Draft: not yet published, or a working copy with unpublished changes.
- Paused: unpublished. Its triggers no longer start it.
Filter the Workflows list by Trigger (a channel, Internal Trigger, API Trigger or No Trigger) or Status. Each row shows the workflow’s triggers, status, number of runs, and when it was last updated.
Every publish is saved in version history, and every run is logged in Runs.
Keep workflows reliable
- Handle failure exits. Connect every Failure exit of an API to something, for example a handover to your team, so customers are never left waiting.
- Log with internal notes. On ticket workflows, an internal note shows your team what the workflow found without emailing the customer. See Talk blocks.
- Name your blocks. Give each block a clear title so the canvas and the run logs are easy to read.