Workflows reference
Every trigger and step in Workflows: when each trigger fires, what it carries, and what each step does and needs.
What this section covers
A workflow in Small Business Chatbot is one trigger followed by steps: the trigger starts a run and hands it data, and each step does one thing with that data. This section lists every trigger and step as the app names them in Workflows. The how-to guides start at Your first workflow.
Note
A workflow starts runs only while its status is Published.
Triggers
| Trigger | When it fires | What it carries |
|---|---|---|
| Chat ended: Chat Widget Conversation Ended | A website chat with the AI chatbot ends. | The visitor's name, phone and email, the action items, the summary, the transcript and the CRM contact. |
| Call ended: Inbound voice call ended | An inbound call the AI receptionist answered ends. | The caller's number, the name, email and action items collected on the call, the transcript, the recording link when recording is on, and the CRM contact. |
| Text conversation ended: Inbound text conversation ended | A text conversation on your business number goes 5 minutes without a new text, or the person texts bye or goodbye. | The texter's number, the name, email and action items collected in the texts, the messages and the CRM contact. |
| Appointment booked, rescheduled, cancelled: Appointment booked, Appointment rescheduled, Appointment cancelled | A booking is made, moved or cancelled through your booking page or a website chat with the chatbot. | The contact and the appointment: title, start and end times, time zone, location, and the reschedule and cancel links. |
| Contact created and tag added: Contact created, Contact tag added | A new CRM contact is saved, or someone adds a tag to a contact in the app. | The contact's fields. Contact tag added also carries the tag. |
| CRM changes: Company created, Opportunity created, Opportunity updated, CRM note created, CRM task created, CRM task updated | One of these CRM records is created or changed. | The record, and for an update its values before the change. |
| Inbound webhook: Inbound Webhook | Another app sends a POST request to the trigger's URL. | The request's data, or only the fields your mapping rules pick. |
| Schedule: Cron | Every set number of minutes, hours or days, in the workflow's time zone. | Nothing. A scheduled run has no contact and no trigger data. |
To prevent loops, records a workflow step creates or changes fire no Contact created, Contact tag added or CRM-change trigger. To start a workflow for contacts from a CSV import, add a tag to them in CRM › Contacts: each one starts any published workflow with Contact tag added.
Steps
| Step | What it does | Needs |
|---|---|---|
| Send Text | Texts a number from your business phone number. | Outbound automation and Text messages on. A business phone number. |
| Send Email | Sends an email from your sending domain. | Outbound automation and Emails on. A sending domain. |
| AI voice call | Makes an AI phone call to a number, with the opening line, goals and call flow you write. | Outbound automation and Voice calls on. A business phone number. |
| Wait | Pauses the run for a set time, optionally only ending inside allowed days and hours. | Nothing. |
| Relative Wait | Pauses until a set time before or after an appointment or another date. | A date in the run's data. |
| If | Compares two values and sends the run down its TRUE or FALSE branch. | Nothing. |
| AI Agent | Answers a question you write, as text or as fields, and can call tools. | Nothing. |
| Find Contact, Upsert Contact, Upsert Company, Upsert Opportunity, Create CRM Note, Create CRM Task, Add Contact Tag, Remove Contact Tag | Finds, creates or changes records in your CRM. | Nothing. |
| Remove From Cadence | Stops the contact's other active runs, in one workflow or in all of them. | A contact on the run. |
| Stop Current Workflow | Ends this run. | Nothing. |
| HTTP Request | Calls any public web address and saves the response. | A saved credential when the API needs a key. |
| Variable | Saves a value under a name for later steps. | Nothing. |
| Text Extractor | Pulls a piece of text out of a value, between a start and an end text or by a pattern. | Nothing. |
| Date Formatter | Writes a date from earlier data as readable text, such as December 24, 2026 and 5:00 PM. | Nothing. |
| Duplicate another Node | Copies another step's settings into this step. Click Apply duplicate before saving. | Another step to copy. |
Every step also has a Node name, which names its output for later steps, and a Settings tab for errors and retries.
Reference
VariablesHow
{{...}} tokens are filled in, what each root holds, and what happens when a value is missing.Workflow credentialsBearer, Header and Basic credentials for the HTTP Request step, and where their secrets are kept.Limits and switchesThe outbound switches, daily limits, opt-outs, stop on reply and the limits on runs and steps.ExecutionsWhat a run shows, its statuses, how a failed step reads, and which values are masked.