Run Agent Step

Use Run agent when an agent must prepare a result for the automation: text, attachments, or buttons. The automation saves the result to variables, and you decide what happens next—for example, send it to the lead with a Message step.

This step does not assign the agent to the dialog and does not send anything to the customer itself. In the conversation, an operator sees a collapsible technical event such as “Automation passed a request to agent,” including the selected agent's name. It explains why the agent started working but is not a customer message. The customer sees the result only after a Message step sends it. Use Add to agent for a persistent agent assignment.

Run agent is available only in For dialogs automations and executes for the current dialog. In a real conversation, the selected agent must be active and agent replies must be enabled. In a test dialog, an inactive agent can run with its saved draft; replies must also be enabled in the version being tested.

Add The Step And Select An Agent

1. Add the Run agent action to the workflow and open its settings.
2. In Agent, select a project agent.
3. Decide whether the agent needs the current dialog history.

Pass dialog history is enabled by default. Keep it enabled when earlier messages should be considered while preparing the response. If you disable it, only the command, passed button, and attachments are used. This reduces context usage, but the run must then have at least one actual input: a command, an uploaded file, an attachment variable, or a button that has already been clicked.

Pass A Command And Attachments

In Agent command, describe the result you need. It supports the same data and variable templates as the Message step. For example, you can pass the lead name or the result of an earlier step.

The paperclip lets you:

• upload files specifically for this command;
• use the attachment source field to select an Attachments variable from Run, Lead, Dialog, or Project, adding every file from its array to the command.

Uploaded files and attachments from the variable are merged. The combined total must not exceed 10.

After you select an attachment variable, its card immediately appears below the command. The card identifies the selected source, not the files themselves: the files are obtained when the run executes. Select the card to choose another variable, or use its cross button to remove it.

Clicked button from variable is optional. It is used when the agent runs again after a message with dynamic buttons. The variable may not exist yet on the first run, which is expected. Configure passing the clicked button.

You can first save the customer's attachments with Incoming message or while waiting for a reply, then select that variable as the command's attachment source. Text and files are passed separately, for example the command "Review the attached contract" and the run.documents variable.

Continue the Automation

Choose where to save the response and how to send it to the lead. Connect the Response output to the next step. For different continuation paths, configure additional outputs.

What To Check Before Publication

• the run has a current dialog;
• an active agent with replies enabled is selected;
• when history is disabled, a command, attachment, or already populated clicked-button variable is passed;
• the same variable is not selected for two agent results;
• Response and any additional outputs in use are connected to the intended steps;
• Message uses only buttons and attachments supported by the selected channel.