Understanding Workflow Action Blocks
This article provides an overview of the different types of action blocks and how they can be used to streamline workflow execution and improve user interactions.
Types of action blocks in workflows
These action blocks help automate communication, data handling, and system integration during workflow execution. They include:
- Send Message
- Update Conversation Field
- Trigger Webhook
- Trigger Auto-Assignment
- Manage Inputs
Sending messages to customers or agents
The Send Message action block allows you to send predefined messages to either the customer or the support agent during a workflow. This is helpful for sharing instructions, confirmations, or internal notes.
Send as private message
- When enabled: Sends the message as a private note to the agent (not visible to the customer).
- When disabled (default): Sends the message to the customer.
Content
This is a required field where you compose your message. It supports:
- Text formatting (bold, italic, underline)
- Emojis, links, and line breaks
You can write messages like:
- “Welcome! How can we assist you today?” (to be sent to a customer)
- “Customer doesn’t have a license. Provide basic support and assign to the Sales team for follow-up.” (to be sent privately to the agent)
Updating conversation fields
Use the Update Conversation Field action block to refresh chat fields configured for your brand’s workflow. It automatically assigns the necessary values without requiring any user input. You can update these fields at any stage of the workflow.
Configuration options
Field | Description |
---|---|
API Field Name | The chat field (configured under the specific brand that matches with the workflow brand) where the value will be stored. |
Value | The value to assign. It may be a static value or a dynamic variable. |
Use Temporary Fields | When enabled, it allows you to select from temporary fields created in earlier blocks within the workflow. The value stored in the selected temporary field will be used. |
Note: Workflow blocks can only access chat fields that are mapped to the brand associated with the workflow.
Refer to this article to learn how to configure and map a chat field to a brand.
Value types
There are two types of values that can be assigned to a chat field:
- Static value: A fixed value that is entered directly in the UI. Based on the selected chat field type, the appropriate input control (e.g, textbox, date picker, dropdown, etc.) will be rendered.
- Dynamic value: Uses the value stored in a temporary field that was created and populated earlier in the workflow — either through an input block (e.g., text input, button, dropdown, etc.) or via a Trigger Webhook block.
Note: The temporary field must contain a valid value before this block runs. It will be assigned to the selected chat field at runtime.
Temporary fields always store string values, so the value must match the format expected by the target chat field type (e.g., Date, Number, etc.).
Chat Field Type | Static Value – UI Control Rendered | Dynamic Value – Temp Field String Format |
---|---|---|
Textbox (single-line / multi-line) | Textbox / Text area | string |
Checkbox | Checkbox | string ("true" or "false" ) |
Yes/No | Radio button | string ("true" or "false" ) |
Date | Date picker | string representing a date format |
DateTime | Date & time picker | string representing a datetime format |
Numeric | Numeric textbox | string representing an integer (e.g., "42" ) |
Decimal | Numeric textbox (with decimals) | string representing a decimal (e.g., "3.14" ) |
Dropdown (single-select) | Dropdown with predefined options | string (must match one of the option values configured for the chosen API field name) |
Dropdown (multi-select) | Multi-select dropdown | Array – An array of values (e.g., ["value1", "value2", "value3"] ), where each value must match a valid multiselect option value configured for the selected API field name |
Regex | Textbox | string |
URL | Textbox | string |
Example 1: Temporary fields disabled
API Field Name:Priority
(a chat field mapped to the brand associated with the workflow).
Use Temporary Fields:Disabled
.
Value:Medium
(a static value selected from the dropdown options configured for the chosen API field name).In this setup, a fixed value (
Medium
) is assigned directly to thePriority
field without using a temporary field.
Example 2:Temporary fields enabled
API Field Name:Category
(a chat field mapped to the brand associated with the workflow).
Use Temporary Fields:Enabled
.
Value:tf_category
(a temporary field created earlier in the workflow, typically through an input block).In this setup, the value stored in the selected temporary field (
tf_category
) will be assigned to theCategory
chat field.
Ensure the value inside the temporary field exactly matches one of the valid options configured for the selected API field name.
Integrating with external systems via webhooks
The Trigger Webhook block allows workflows to send HTTP requests to external systems by calling a configured webhook URL. This enables real-time integration with third-party services for automating processes, syncing data, or validating information dynamically.
By configuring request details such as URL, method, headers, and payload, workflows can seamlessly communicate with external APIs.
The webhook response can then be used to influence workflow logic or update conversation fields.
Refer to this article for more detailed instructions and advanced setup options.
Auto-assigning conversations to agents
The Trigger Auto-Assignment block allows you to automatically assign conversations to agents, groups, or a specific agent within a team. It helps streamline routing and ensures the right person or team handles the conversation based on your workflow configuration.
You can configure the assignment logic using modes like Round Robin(even or load-based) or direct mode, depending on how you want chats to be distributed.
Refer to this article for detailed setup instructions. This article explains how to automatically assign incoming conversations to the right agent or group using auto-assignment modes.
Managing messaging during workflow execution
The Manage Inputs block allows you to control who can send messages during workflow execution. You can configure input permissions for the requester (customer), agent, or system.
Use this block to temporarily disable or enable input from specific participants (agent, customer or system) or to pause messages during specific processing steps in the workflow.
- Requester Input: When enabled, the requester is allowed to send messages while the workflow is active.
- Agent Input: When enabled, the agent is allowed to send messages while the workflow is active.
- System Messages: When enabled, automated system messages are allowed while the workflow is active.
Note: All messaging permissions, for requester, agent, and system, are automatically re-enabled after the workflow ends.