Steps

API step

Makes an HTTP request from inside a workflow, at a fixed point in the path rather than when a model decides to. It runs an API tool with its input variables mapped explicitly.

Also asked as:

call our backend at a set point in the flow
run a saved request without letting the model choose when
fetch data from our API in the middle of a flow
make an HTTP request from the canvas

Related: API tool · Workflow

Documented in: API step › Using the API step · API step › Configuration

Buttons step

Presents a fixed set of choices instead of open input, so the next turn is one of a known few. Each button can carry a URL, and a no-match path handles a reply that matches no label.

Also asked as:

give the visitor a fixed set of choices to click
present options as clickable buttons in a flow
a menu of choices instead of free typing
show a disclaimer with buttons before continuing

Related: Buttons tool · Card step

Documented in: Buttons › Using the Buttons step · Buttons › Configuration

Call forward step

Transfers a live voice call to another number, in international format, with optional extensions.

Also asked as:

send the caller on to a different number
transfer a phone call from the flow
forward the call to our reception line

Documented in: Call forward › Configuration

Card step

One rich message: an image, a title, a description and optional buttons.

Also asked as:

one image with a heading, some text and buttons
show a single rich message with a photo in it
a product tile with a call to action

Related: Carousel step · Cards tool

Documented in: Card › Using the Card step · Card › Configuration

Carousel step

Several cards the user can browse through in one turn.

Also asked as:

a row of items to swipe through
show many products side by side
scrollable set of cards

Related: Card step · Carousels tool

Documented in: Carousel › Using the Carousel step · Carousel › Configuration

Code step

Runs JavaScript inline at one point in a workflow. A function is the reusable form of the same idea. It cannot call external servers; use the API step or a function for that.

Also asked as:

run a bit of JavaScript in the middle of a flow
inline script without creating a whole function
do some math or string formatting on a variable

Related: Function · Set step

Documented in: Code › Using the Code step · Code › Limitations

Condition step

Branches a workflow on a rule you write: a variable, a comparison operator and a value per path. The Operator step is the model-driven alternative.

Also asked as:

branch on a variable’s value
if this then that inside a flow
send people down different paths based on their data
go down a different path depending on what the user typed
split the flow based on the reply
route people to different branches

Related: Operator step · Variable

Documented in: Condition › Using the Condition step · Condition › Configuration

End step

Ends the conversation, optionally with a final message, static or generated from a prompt.

Also asked as:

finish the chat with a closing message
close the session at a certain point in the flow
hang up or end the chat when the flow is done
the last step of a workflow

Related: End tool

Documented in: End › Using the End step · End › Configuration

Function step

Runs a function tool at a fixed point in a workflow: inputs are mapped from variables, outputs are written back to variables, and the returned path decides where the flow goes next.

Also asked as:

run my custom code at one point in the flow
map a function’s result into variables
use my custom function at a point in the workflow
branch on what my code returns

Related: Function · Function path

Documented in: Function › Using the Function step · Function › Configuration

Integration step

Calls a third-party service such as Salesforce, Shopify or Zendesk from a fixed point in a workflow, with the tool’s required inputs filled from variables.

Also asked as:

create a ticket in our helpdesk from the flow
run a connector action at a set point
log a Salesforce case from a workflow
send a Gmail message at a fixed point in the flow

Related: Integration

Documented in: Integration › Using the Integration step

Listen step

Waits for the user to say or type something before continuing, and saves the reply to a variable.

Also asked as:

wait for an answer and store what they said
capture the visitor’s reply into a variable
pause the flow until the user responds

Related: Variable · Buttons step

Documented in: Listen › Using the Listen step · Listen › Configuration

Live agent handoff step

Hands the conversation to a human in a contact center such as Zendesk, Kustomer, Genesys or Ujet, with file exchange in both directions and provider-specific settings in a JSON metadata field.

Also asked as:

hand the chat to a person
escalate to a support rep
transfer the conversation into our helpdesk
let a person take over from the bot
route angry or frustrated customers to a human
hand off to Zendesk or another contact center

Related: Call forward step · Transaction safety

Documented in: Live agent handoff › Core functionality · Live agent handoff › Configuration · Live agent handoff › Handing off to Zendesk

Handoff metadata

The optional JSON settings on the Live agent handoff step — noteBodyText (an internal note for the human agent), disableFileUpload (hide the file control), waitTimeMessage (how the expected wait is communicated) and other provider-specific fields — with variables allowed in any value.

Also asked as:

pass an escalation reason to the human agent
stop customers sending files during a handoff
tell the user how long they will wait for an agent

Related: Live agent handoff step · File uploads

Documented in: Live agent handoff › Configuration · Live agent handoff › disableFileUpload · Live agent handoff › waitTimeMessage · Live agent handoff › noteBodyText · Live agent handoff › Provider-specific capabilities

MCP step

Runs one tool from a connected MCP server from inside a workflow, where the flow reaches it, with inputs mapped explicitly rather than chosen by the agent.

Also asked as:

use a tool from an MCP server inside a flow instead of letting the model decide
always run one MCP tool at the same place in the process
run an MCP tool as part of a fixed process
call a specific MCP tool from the canvas

Related: MCP tool · Workflow

Documented in: MCP › Using the MCP step · MCP tool › In a workflow

Message step

Says something to the user, either scripted (with optional variants) or generated from a prompt.

Also asked as:

send text to the visitor
have the bot say something at this point
a generated reply inside a fixed flow

Related: Start message

Documented in: Message › Using the Message step · Message › Configuration

Operator step

A silent, model-driven branch. Evaluates conditions in natural language and routes accordingly, producing no output the user sees.

Also asked as:

let the model decide which branch to take
AI routing without writing comparison rules
classify the situation and pick a path

Related: Condition step · Playbook step

Documented in: Operator › Using the Operator step · Operator › Configuration

Playbook step

Runs a playbook inside a workflow. Exit conditions decide when control returns to the flow, and Listen for other triggers lets events, keypad input and a switch to the agent interrupt it.

Also asked as: