> ## Documentation Index > Fetch the complete documentation index at: https://www.voiceflow.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Steps > Definitions for steps, with explanations of how each term fits into Voiceflow and links to the related documentation. ## 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](/docs/resources/glossary/build/tools#api-tool) · [Workflow](/docs/resources/glossary/build/playbooks-workflows#workflow) **Documented in:** [API step › Using the API step](/docs/documentation/build/steps/api#using-the-api-step) · [API step › Configuration](/docs/documentation/build/steps/api#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](/docs/resources/glossary/build/tools#buttons-tool) · [Card step](#card-step) **Documented in:** [Buttons › Using the Buttons step](/docs/documentation/build/steps/buttons#using-the-buttons-step) · [Buttons › Configuration](/docs/documentation/build/steps/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 **Related:** [Call forward tool](/docs/resources/glossary/build/tools#call-forward-tool) · [Live agent handoff step](#live-agent-handoff-step) **Documented in:** [Call forward › Configuration](/docs/documentation/build/steps/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](#carousel-step) · [Cards tool](/docs/resources/glossary/build/tools#cards-tool) **Documented in:** [Card › Using the Card step](/docs/documentation/build/steps/card#using-the-card-step) · [Card › Configuration](/docs/documentation/build/steps/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](#card-step) · [Carousels tool](/docs/resources/glossary/build/tools#carousels-tool) **Documented in:** [Carousel › Using the Carousel step](/docs/documentation/build/steps/carousel#using-the-carousel-step) · [Carousel › Configuration](/docs/documentation/build/steps/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](/docs/resources/glossary/build/tools#function) · [Set step](#set-step) **Documented in:** [Code › Using the Code step](/docs/documentation/build/steps/code#using-the-code-step) · [Code › Limitations](/docs/documentation/build/steps/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](#operator-step) · [Variable](/docs/resources/glossary/knowledge-and-data#variable) **Documented in:** [Condition › Using the Condition step](/docs/documentation/build/steps/condition#using-the-condition-step) · [Condition › Configuration](/docs/documentation/build/steps/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](/docs/resources/glossary/build/tools#end-tool) **Documented in:** [End › Using the End step](/docs/documentation/build/steps/end#using-the-end-step) · [End › Configuration](/docs/documentation/build/steps/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](/docs/resources/glossary/build/tools#function) · [Function path](/docs/resources/glossary/build/tools#function-path) **Documented in:** [Function › Using the Function step](/docs/documentation/build/steps/function#using-the-function-step) · [Function › Configuration](/docs/documentation/build/steps/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](/docs/resources/glossary/build/tools#integration) **Documented in:** [Integration › Using the Integration step](/docs/documentation/build/steps/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](/docs/resources/glossary/knowledge-and-data#variable) · [Buttons step](#buttons-step) **Documented in:** [Listen › Using the Listen step](/docs/documentation/build/steps/listen#using-the-listen-step) · [Listen › Configuration](/docs/documentation/build/steps/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](#call-forward-step) · [Transaction safety](/docs/resources/glossary/build/agent-setup#transaction-safety) **Documented in:** [Live agent handoff › Core functionality](/docs/documentation/build/steps/handoff#core-functionality) · [Live agent handoff › Configuration](/docs/documentation/build/steps/handoff#configuration) · [Live agent handoff › Handing off to Zendesk](/docs/documentation/build/steps/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](#live-agent-handoff-step) · [File uploads](/docs/resources/glossary/deploy#file-uploads) **Documented in:** [Live agent handoff › Configuration](/docs/documentation/build/steps/handoff#configuration) · [Live agent handoff › disableFileUpload](/docs/documentation/build/steps/handoff#disablefileupload) · [Live agent handoff › waitTimeMessage](/docs/documentation/build/steps/handoff#waittimemessage) · [Live agent handoff › noteBodyText](/docs/documentation/build/steps/handoff#notebodytext) · [Live agent handoff › Provider-specific capabilities](/docs/documentation/build/steps/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](/docs/resources/glossary/developer-surfaces#mcp-tool) · [Workflow](/docs/resources/glossary/build/playbooks-workflows#workflow) **Documented in:** [MCP › Using the MCP step](/docs/documentation/build/steps/mcp#using-the-mcp-step) · [MCP tool › In a workflow](/docs/documentation/build/tools/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](/docs/resources/glossary/build/agent-setup#start-message) **Documented in:** [Message › Using the Message step](/docs/documentation/build/steps/message#using-the-message-step) · [Message › Configuration](/docs/documentation/build/steps/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](#condition-step) · [Playbook step](#playbook-step) **Documented in:** [Operator › Using the Operator step](/docs/documentation/build/steps/operator#using-the-operator-step) · [Operator › Configuration](/docs/documentation/build/steps/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:** - put an AI skill in the middle of a fixed flow - embed a playbook between two scripted steps - go from a drawn flow into the agentic part and back - a scripted flow that then hands over to an AI playbook - show a disclaimer and buttons first, then let the agent take over **Related:** [Playbook](/docs/resources/glossary/build/playbooks-workflows#playbook) · [Exit conditions](/docs/resources/glossary/build/playbooks-workflows#exit-conditions) · [Crew](/docs/resources/glossary/build/playbooks-workflows#crew) **Documented in:** [Playbook step › Using the Playbook step](/docs/documentation/build/steps/playbook#using-the-playbook-step) · [Playbook step › Configuration](/docs/documentation/build/steps/playbook#configuration) · [Playbook step › Exit conditions](/docs/documentation/build/steps/playbook#exit-conditions) ### Set step Assigns a value to a variable: a literal, a prompt-generated value, or an expression. **Also asked as:** - store something in a variable at this point - update a value during the flow - set a variable to a value in a workflow - save a computed value for later steps **Related:** [Variable](/docs/resources/glossary/knowledge-and-data#variable) · [Code step](#code-step) **Documented in:** [Set › Using the Set step](/docs/documentation/build/steps/set#using-the-set-step) · [Set › Configuration](/docs/documentation/build/steps/set#configuration) ### Workflow step Calls another workflow from the current one. **Also asked as:** - jump into another flow and come back - reuse a common sequence - call one flow from inside another - chain workflows together **Related:** [Nesting workflows](/docs/resources/glossary/build/playbooks-workflows#nesting-workflows) **Documented in:** [Workflow › Using the Workflow step](/docs/documentation/build/steps/workflow#using-the-workflow-step) ### Handoff step Transfers a conversation from a workflow to a configured live support connection. **Documented in:** [Handoff step](/docs/documentation/build/steps/handoff)