Building workflow steps: actions, conditions, waits and AI steps

Once the trigger fires, the workflow runs its steps. A step can create a ticket, check a value, wait for a reply or ask AI to read a chat. You can mix the four types of step in any order.

• Edit a step: click the step in the outline. Its settings open on the right.
• Move a step: drag the handle (⋮⋮) on the left of the step.
• Delete a step: click the trash icon of the step.

Steps are numbered and run from top to bottom, unless a Condition sends the run to another step. An orange dot marks a step that still needs setup.

An action does one task: it creates a record, sends a message, changes a record or calls another app. To set one up, select a Category, then an Action.

You can leave fields marked optional empty. Most text fields accept live details from the run, such as the visitor's email or the new ticket number. See Using runtime data in workflows.

This table shows where each action is in the Category list:

The sections below group the actions by the job they do.

Some actions work on a record that already exists. In Card or Activity, you choose which one:

• The card that triggered this run, if the workflow starts from a Pipeline event
• a card from your pipelines
• a card or activity that an earlier step in the same run created

This applies to Move card to stage, Archive card, Complete created activity and Delete created activity.

Delete created card works only on a card that an earlier step in the same run created. In Created record from step, select that step. Delete triggered card deletes the card that started the run.

Move card to stage can move any card, not only one that an earlier step created.

The other update actions change fields on a card, activity, contact, organization, shortcut, Knowledge Base article, Feedback issue or table record. Add note to contact and Add note to organization add an internal note.

Note: Update Knowledge Base article replaces the article's whole body, including images and tables, with the text that you give it.

Publish to Changelog creates a changelog entry from a Title, a Summary and a Body. In Linked issues, use the issue IDs from an earlier Find Feedback issues step. In Publishing, select Save as a draft or Publish right away.

Together with an AI step, these two actions can write your product updates for you: find the issues you shipped, have AI write the entry, then save it as a draft for review.

Important: Publish right away moves the linked issues to your completed status. It also emails everyone who follows them.

For apps that have no step of their own, these guides show a ready-made HTTP request: Posting to Microsoft Teams with workflows, Adding leads to Notion with workflows and Creating ClickUp tasks with workflows.

A Condition step checks your data and decides which step runs next. Use it when the workflow should act only in some cases, for example only for chats tagged lead, or only for deals worth more than 1,000.

1. Add a Condition step.
2. In the IF branch, select All conditions match or Any condition matches.
3. Add one or more conditions. Each condition has a field, an operator and a value.
4. In Then go to, select the next step for this branch, or End workflow.
5. To add an ELSE IF branch, click Add branch.
6. In ELSE, use Otherwise go to to select what happens when no branch matches.

In the outline, the steps of each branch show under their IF, ELSE IF or ELSE label.

The Chat tagged trigger fires for any tag, and its filter cannot pick one tag. To act on one tag only, make a Condition the first step: Chat · Tags contains lead. In ELSE, select End workflow.

For more about triggers and their filters, see Choosing what triggers a workflow.

A Wait step pauses the run. Select a Wait type.

The run pauses for a fixed time (seconds, minutes, hours or days), then continues. For example, wait 90 days after a deal is lost, then create a win-back task.

The run pauses until something happens, up to a time limit. With this you can build rules like "If nobody replies in 5 minutes, alert the team."

1. Select the Product area and the Event, for example Omnichannel Inbox > Outbound message sent.
2. In Record to wait for, select the record. Usually this is the record that started the run, for example The triggering Omnichannel conversation. To continue on this event for any record in your property, select Any record.
3. Set Timeout after, for example 5 minutes.
4. Optional: to continue only for some events, for example replies from an agent, select Only continue when the arriving event matches conditions.
5. Under If nothing arrives before the timeout, select a step, End workflow or End the run as timed out.

The outline then shows two routes: Event arrives and Nothing arrives. Steps on the Nothing arrives route cannot use the event's data, because the event never came.

An AI step reads what you point it at and follows your instructions. It can rate a lead, summarize a chat, sort an issue or draft a message. Later steps use its answer.

Before you start: AI steps need AI Assist turned on, the add-on active and AI credits available. If any of these is missing, the builder shows a warning on the step, and the step fails when it runs.

1. Add an AI step.
2. In Instruction, say what to do, where the data is and how to format the answer.
3. Optional: select a Model. Workflow default suits most tasks. Each model shows its credit price.
4. Optional: set a Step limit. This is the most model calls the step can make before it must answer. The default is 25.
5. Optional: under Tools, select what the AI can use: Call public APIs, Send Slack notifications, Read conversations or tools from your connected apps under Connectors.

The step shows an Estimated cost per run, for example ≈ 3 credits per run. Each started block of 8 model calls costs the model's credit price, so a run that makes more calls costs more.

By default, an AI step gives one text answer. Output fields give you named values instead, for example a title, a summary and a category, so that later steps can use each one on its own.

1. In the AI step, click Add output field.
2. Type a name for the field, for example title.
3. Select a type: Text, Number or Yes or no.
4. Tell the AI what to put in the field.
5. Select Required if the AI must always give this value.
6. Optional: set a Max length, or a list of allowed values, for example new, improvement, fix.

Note: A step with output fields makes one model call and cannot use tools. To give the step tools, remove its output fields.

The builder checks the workflow when you save. These are the messages you can see, and what to do:

When a saved workflow fails during a run, the run shows where and why. See Testing, monitoring and troubleshooting workflow runs.

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