Automation Steps

A step is one workflow element: an event, condition, action, or execution control. To add a step, open the catalog in the editor. The catalog divides built-in steps into four groups and lists actions from installed applications separately.

Start the workflow with a trigger. Then add conditions and actions in the required order. Use control steps when a run must pause or repeat part of the workflow.

Settings Shared By Every Step

Select a step on the workflow to open its side panel. In Step name, enter a clear name that identifies the step on the workflow and in a run. The name is required, cannot contain only spaces, and can be up to 160 characters long.

The fields below depend on the step type. After making a change, select Save. Delete removes the selected step from the workflow.

Automation Steps. Highlighted elements: 1. Step name; 2. Save; 3. Delete — 1. Step name · 2. Save · 3. Delete

Triggers

A trigger determines when a new run is created. A workflow must contain at least one trigger step.

Incoming message starts the automation from a customer, operator, or agent message: any message, matching keywords, or a /start parameter. Available only to the For dialogs type.
Entered segment starts a run after a lead is added to the selected segment. Available only to the For dialogs type.
Start starts the workflow when the automation is explicitly added to a lead or run without an event, for example from the lead list, another automation, or testing. Available to both automation types.
Event starts a run when a reaction or like changes or a lead is blacklisted. Available only to the For dialogs type.
App event starts a run from data sent by an installed plugin. Available only to the For dialogs type.

Conditions

A condition directs the run into one of two branches.

Variable condition compares a variable value and continues through the Yes or No branch. Available to both automation types.
Find table row searches for a row by configured conditions, can save its column values to variables, and follows the Yes or No branch. Available to both automation types.
Current date and time compares the current moment with a date, period, weekday, or time of day. Available to both automation types.
In segment checks whether the current lead belongs to the selected segment. Available only to For dialogs automations.
In automation checks whether the current lead or dialog has an unfinished run of the selected automation. Available only to For dialogs automations.
Agent assigned checks a particular or any assigned agent in the Primary, Background, or any role. Available only to For dialogs automations.
Channel type follows Yes when the current run's channel type belongs to the selected list. Available only to For dialogs automations.
Random split selects one of 2–10 branches by probability. Available to both automation types.

Actions

An action changes data or sends a result.

Change variable writes, clears, or modifies a run, lead, dialog, or project variable. Lead and dialog variables are unavailable in a background automation.
Run agent runs the selected agent for the current dialog, stores its text, attachments, buttons, or full response in run, lead, dialog, or project variables, and continues through Response. The agent is not assigned to the dialog and does not send the result directly to the customer. Available only to the For dialogs type.
Message sends text, buttons, and attachments to a selected dialog or lead. Available to both automation types.
Update table row updates matching rows, appends a new row, or combines both behaviors. Available to both automation types.
HTTP request — sends a request to an external service and saves selected response fields to variables.
Add to segment adds the current lead to the selected segment. Available only to the For dialogs type.
Remove from segment removes the current lead from the selected segment. Available only to the For dialogs type.
Add to automation starts the selected automation and can pass current variable values to the new run. Available to both types; a Background automation can start only another Background automation.
Remove from automation stops unfinished runs of the selected automation for the current lead or dialog. Available only to the For dialogs type.
Assign agent assigns the selected active agent to the current dialog in the Primary or Background role. Available only to the For dialogs type.
Unassign agent removes the selected agent's assignment in the specified role from the current dialog if that assignment is still current. Available only to the For dialogs type.

Execution Control

These steps change the order and timing of workflow execution.

Wait continues the run after a specified delay or at a selected date and time.
Loop repeats a branch a specified number of times or iterates over array items, then moves the run to the Done branch.

Both control steps are available to For dialogs and Background automations.

Applications

The Applications group appears when an active project application provides published steps. Their names and settings depend on the application. See Application steps to configure parameters, save results, and connect continuation options.