Workflow Editor

Add A Step

On the editor page, the workflow sits on the canvas. Select Add step, then choose a step type in the catalog. If the required step is not immediately visible, find it by name using the catalog search. You can also drag a step type from the catalog to the required position on the canvas. The close button closes the catalog.

The new step appears in the workflow and immediately opens for configuration. Available types depend on the automation type. All options and links to detailed settings are collected under Automation Steps.

Start with a trigger step: it determines when a run is created. Then add conditions and actions in the order in which they should execute.

Connect Steps

Each workflow step has connection handles. Drag a connection from one step's output to the next step's input.

A regular step has one output. For a message step, Branch transition buttons add separate branches on the right that start after a click, while the regular after-send output stays last below them. A link button opens its URL and does not create an output. A variable condition has Yes and No branches, while a loop has Loop and Done branches. A trigger does not accept incoming connections.

Point to a connection to reveal a small plus for adding a new step between the two existing steps. Select the plus and choose a type in the catalog that opens; the editor replaces the original connection with two connections through the new step. You can also open the catalog and drag the required type directly onto a specific connection plus. Point to or select a connection to reveal the delete connection button next to it. You can also delete a selected connection with Delete or Backspace.

A Start again button or customer reply branch can connect directly to an earlier question. Each repetition requires a new customer reply. If a cycle consists of automatic transitions without a customer reply, the editor offers to add a step that limits the number of repetitions. Its settings are covered under Loop Step.

Configure The Selected Step

Select the required step on the workflow to open the Step settings panel. There you can change the step name and the fields for its type.

Select the right-aligned Save button to apply the fields to the draft. After a successful save, the panel closes if you have not continued editing during the request. If you have, the new changes remain in the open panel: click Save again to save them.

The panel close button does not save changes entered in the panel. With unsaved changes, the editor asks you to confirm discarding them. The left-side Delete button removes the step as soon as the request is performed; there is no separate confirmation dialog for deleting the step.

Point to a step or select it to reveal a compact toolbar above it. The copy button creates a separate step nearby with the same settings. The delete button immediately removes the step and its connections without a confirmation dialog. Both actions can be reversed with Undo in the editor toolbar.

You can drag steps around the canvas. Their positions are saved separately from their settings.

To move multiple steps or label a workflow section, use step groups. Change the automation name and channel options in automation settings.

Monitor Saving

The save indicator shows whether the draft is being saved and when it was last saved. Do not close the page while the indicator reports a save error. If realtime collaboration is unavailable, the editor still attempts to save changes normally.

If several members have opened the editor, or an agent, app, or integration recently changed the automation, the participants indicator shows current editors or the source of recent activity.

When another editor changes the step you have open, its settings refresh automatically if you have not started editing. If you have unsaved changes, they remain in the panel and the editor offers Load current settings.

This also applies to separate dialogs within step settings: for example, editing a poll option is not interrupted by automatically loading someone else's data.

First copy any text you want to keep. Then load the current settings, confirm replacing the unsaved fields, and reapply your changes. You cannot save the older step version over someone else's changes. If the step or automation is deleted, you can copy your text but cannot save it to the deleted object.

In general automation settings, changes to different fields can be saved independently, such as the name and channel types.

Undo Or Arrange Changes

The Undo and Redo buttons use the current editor's change history and are unavailable when there is no corresponding operation.

While the editor is confirming the save result after a connection loss, undo and redo are temporarily unavailable. Wait for saving to be confirmed.

If another editor changes the same elements, related actions can no longer be undone or redone. The editor explains this so your undo does not overwrite someone else's work. History for the other elements is preserved.

Open More actions and select Auto layout to arrange the steps automatically. In the same menu, Runs opens the run history, while Delete opens confirmation for deleting the entire automation. For the consequences, see Delete An Automation.

A Background automation has a Run button in the top bar that executes the published version. Testing opens the current draft's testing panel. Requirements for regular runs and initial variables are covered in Start Step And Manual Run.

Access

With view permission, the editor and workflow are read-only. Adding, moving, connecting, configuring, and deleting steps require permission to manage automations.