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Get a workflow running

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A workflow is a graph: one trigger, then nodes. Building it under Work Flows is not enough. A phone trigger does nothing until the workflow is on for that agent under Skills - Tools & Workflows. An unsaved canvas does not run.

The node catalog (API, email, SMS, HubSpot, branches) is Workflow Nodes. This section is when the graph starts.

Why setup matters

Section titled “Why setup matters”

Three things have to be true or the graph is decoration:

  1. A trigger sits on the canvas.
  2. You clicked Save & go live (or saved a version).
  3. For a phone trigger - the workflow toggle is on for this agent under Business Workflows.

Run test in the builder proves the graph. It does not prove a live caller will hit it.

Open Work Flows

Section titled “Open Work Flows”

Sidebar - Work Flows. Page line: Automations that connect systems, fetch live data, send messages and run logic — triggered by calls, schedules or events.

Empty state: Build your first workflow. Button: + Workflow.

Work Flows empty state Build your first workflow
wf-listExpand

+ Workflow opens Create new workflow (Name it now — configure capabilities in the builder.). Beta note: limited to 5 workflows during beta. Enter Workflow name, then + Create workflow (or Cancel).

Create new workflow dialog with beta limit
wf-createExpand

You can also + Add workflow from the agent’s Skills - Tools & Workflows - that creates and lists it under Business Workflows.

Which trigger

Section titled “Which trigger”

In the builder, + Add Trigger opens Phone Triggers (and more as you scroll):

Know who is calling before the AI speaks
TURN ONCall Start TriggerNEEDSStart the workflow when a call is received. On Call Start.
Act only after someone actually answers
TURN ONWhen Call ConnectsNEEDSStart when a call is connected. When Call Connects.
The caller asked for something you must look up live
TURN ONDuring Call TriggerNEEDSThe model decides when. Adds latency. During Call.
They said a phrase (emergency, cancel)
TURN ONKeyword DetectedNEEDSStart when caller says specific words. Keyword Detected.
They typed digits (# / timeout)
TURN ONOn Key PressedNEEDSStart when caller presses a key. Needs keypad settings on the agent. On Key Pressed.
After hang-up: CRM, email, webhook
TURN ONCall Ends TriggerNEEDSStart when a call is ended. On Call End.
Nobody picked up
TURN ONMissed Call TriggerNEEDSStart when a call is missed. Missed Call.
My system starts the graph
TURN ONOn API CallNEEDSOn API Call. Does not need an agent attach.
Add a Trigger Phone Triggers catalog
wf-triggersExpand
Call Start
before pickup
When Call Connects
after answer
During Call
the model invokes it
Call Ends
after hang-up
Keyword Detected
spoken phrase
On Key Pressed
DTMF
Missed Call
unanswered inbound
On API Call
POST run-workflow

HubSpot created / property-changed, WooCommerce, and similar event triggers appear in the same catalog when those integrations are connected.

AI Response to Caller only exists under a live-audio trigger (Start, Connect, During, Keyword, Key Pressed) - not End or Missed. Transfer Call only under Start, Connect, or During.

First setup - one Call Start, attach, prove it

Section titled “First setup - one Call Start, attach, prove it”

  1. Sidebar - Work Flows - + Workflow

    Name it after the job (for example Caller lookup). + Create workflow.

  2. + Add Trigger - Call Start Trigger

    Phone Triggers. Leave it empty - this trigger has no required fields.

  3. Save & go live (top right)

    Use Save as version when you want a named checkpoint. Run a builder test if available - dry-run keeps Email / SMS from sending.

  4. My Agents - this agent - Skills - Tools & Workflows

    Under Business Workflows (N/M active), turn the row on. Or use + Add workflow if you created it from here.

    Business Workflows with workflow toggle off
    index-attachExpand

  5. A real inbound call (or Try this agent)

    Open Calls. If nothing ran, the toggle is off, you tested a different agent, or you never saved.

Workspaces are on a beta workflow cap (Limited to 5 workflows during beta). If Create workflow is blocked, delete an unused graph or wait for the cap to lift.

Troubleshooting

Section titled “Troubleshooting”
The workflow never runs on a live call
  1. Save & go live in the builder.
  2. The workflow is on for this agent (Business Workflows).
  3. The trigger matches the event (Start vs End vs During).
  4. You called the agent that has the toggle, not a second one.
Builder test works, callers do not

Builder tests skip the agent attach. Turn the toggle on, then place a real call.

Next Steps

Section titled “Next Steps”
On Call Start - first useful graph (lookup before pickup).During Call - only when the ask is not known in advance.Workflow Nodes - API, email, SMS, branches.Tools & Workflows - attach + built-in tools.