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Workflow tutorial

Build, test, and publish a workflow.

Separate reusable business tasks from conversation flow, then validate the complete draft before it can own a live channel or event.

Updated 13 September 2026 · 11 min read

Mental model

A task completes work; a workflow decides when and why.

Workspace

Business task

A reusable customer goal with typed inputs, approved operations, outcomes, and public outputs.

Automations

Workflow

A trigger and conversation graph that gathers information, runs published tasks, replies, or creates a ticket.

Workspace

Context field

A named, typed fact with a source and validation state. Custom tenant fields begin with custom.

Part 1

Publish the business task first.

  1. 01

    Choose a template or blank task

    Templates are filtered by the capabilities of your connected systems. A copied template is independent of later template updates.

  2. 02

    Define inputs

    Reuse standard context fields or create a custom field. Keep secrets and verification tokens outside ordinary context.

  3. 03

    Configure operations

    Map task inputs to approved integration operations and declare the result for every business outcome.

  4. 04

    Simulate with fixtures

    Cover success, missing information, upstream failure, and human-help outcomes.

  5. 05

    Publish the task

    The publication pins operation contracts and field definitions so a workflow can depend on them safely.

Part 2

Assemble the workflow around published tasks.

A standard customer-service graph is Trigger → Find Intent → Gather Information → Execute Task → Send Result → Find Intent. Unsupported work creates a ticket; an explicit request for a person continues to Human Handoff.

  1. 01

    Choose the template and trigger

    Start with customer service, missed-call follow-up, event task, or a blank flow.

  2. 02

    Assign channels and departments

    Choose which live conversation or event the workflow may own and where staff work should be routed.

  3. 03

    Select published tasks

    Add only the task versions this workflow is allowed to offer or execute.

  4. 04

    Validate the graph

    Resolve missing paths, incompatible tasks, unpublished references, and channel conflicts.

  5. 05

    Test the draft

    Use simulation first. Use a connected test only when you intend to exercise real integrations.

  6. 06

    Publish

    Publication creates an immutable live version while future edits continue in a new draft.