Overview
Pre Call trigger
Runs once before the call connects. For outbound calls, this fires before dialing. For inbound calls, it fires between the incoming ring and the agent picking up.Use cases
- Look up the caller in your CRM and inject context into the agent’s system prompt
- Check a do-not-call list and skip the call if the contact is on it
- Set greeting variables (e.g., the contact’s first name) that the agent uses in its opening
What’s in ctx
Latency consideration
The call is waiting. Pre Call workflows should complete in under 5 seconds — longer delays cause the caller to hear silence before the agent speaks.Post Call trigger
Runs once after the call ends. The conversation transcript and metadata are available.Use cases
- Summarize the conversation using an AI expression
- Write a CRM activity (HubSpot, Salesforce)
- Send a Slack notification with call summary and duration
- Score the call and route to the right team
- Schedule a follow-up callback or email
What’s in ctx
The Post Call trigger inspector shows a Custom Metadata section. Click + Add Custom Metadata to attach additional key-value data to the trigger for use in downstream steps.
Latency consideration
Post Call runs asynchronously — the call has already ended. You can use Wait steps and long-running operations freely.Ongoing Conversation trigger
Fires during an active conversation, typically when the agent’s LLM decides to invoke a workflow as a tool. The agent can look up data, place orders, update records, or take other actions mid-call.
- The Arguments section in the inspector specifies which input values the Conversational Agent must provide when invoking the workflow. Define these fields to ensure the agent supplies all necessary data for the workflow to execute properly. Each argument has a data type; choose the Enum type to constrain an argument to a fixed set of allowed values (the options you list become the choices the agent must pick from), which improves reliability for fields like status or category.
- The Custom Metadata section in the inspector can be configured to accept any additional data from the conversational agent.
Use cases
- Look up a customer’s order status
- Book a meeting or schedule a callback
- Transfer context to a human agent
- Run a real-time compliance check
Latency consideration
The user is on the line waiting. Ongoing Conversation workflows should complete in under 2 seconds. Tips:- Keep the workflow short — 1–3 steps
- Avoid Wait steps
- Return a concise string from the Output step for the agent to speak
Setting up conversation triggers
Where you attach a workflow depends on its trigger:
The steps below cover the pre- and post-conversation slots. For in-call workflows, see In-call workflow tools.
1
Open the agent
Open the agent and select Before & After.
2
Click Add Workflow
Click Add Workflow in the slot you want, then choose where the workflow comes from:
- Build new opens the workflow builder inside the agent. The workflow lives in this agent only.
- Use a saved workflow picks a published workflow from your library. Choose the workflow, a published version, and the step it starts from. Only trigger steps that fit the slot are listed, so a Pre Call slot only offers Pre Call triggers.
3
Save the agent
The agent saves your changes automatically.
Built here or saved
Each slot shows a card for its workflow:- Built here shows the step count and Edit, which reopens the builder.
- Saved shows the workflow’s name, its version, a link that opens it in a new tab, and Change, which reopens the picker. The agent stays on that version: publishing a newer one does not change the agent. When a newer version is published, the card offers vN available · Update. Update keeps the slot’s starting step, or asks you to pick one if the new version no longer has it.
- Save to workflow library publishes a built-here workflow as a new library workflow and points the slot at it, so other agents can use it too. It needs the
workflows:managepermission. - Copy into this agent copies a saved version’s steps into the slot. Later changes to the library workflow no longer reach this agent.
In-call workflow tools
An in-call workflow runs as an action inside a tool the agent can call. Open the agent’s Tools & Actions section, then either click Add tool → Run a workflow, or open an existing tool and add a Run a workflow action. The action can sit among other actions, for example a message before it, and its result is passed to the next action asdata.
In the action, Edit steps opens the builder for a workflow built here, and Use a saved workflow picks a published one from your library. The same switches as the slot cards are offered: Update to vN, Copy into this agent, and Save to library.
Click the pencil next to the tool’s name to rename it: press Enter or the check mark to save, or Escape or the cross to cancel. A tool name can use letters, digits, _ and -, must start with a letter or _, and is at most 64 characters. Other characters, such as spaces, become _ as you type. Use the description box to tell the agent when to call the tool.
When the workflow’s Ongoing Conversation trigger declares Arguments, they become the tool’s inputs. Only the tool’s first workflow action does this, and only when its trigger declares at least one argument, so inputs you wrote by hand are kept otherwise.
Changing an agent’s workflows needs the
agents:manage permission.