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Summary

A workflow is a set of steps TruAgents runs automatically every time a new communication comes in. Simple version: “when a message arrives, check it for X, and if it matches, do Y.” Each workflow has:
  • a trigger, which decides which communications start it, and
  • steps, which run left to right on the canvas. A Look for step can split the workflow into a MATCH branch and a NO MATCH branch.
Workflows run alongside your AI agents. For example, a workflow can tag a hot lead and send it to your CRM, while the agent still drafts the reply.

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Who this is for

Operators and admins who want inbound conversations handled consistently without someone reading every message.

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Where to find it in the app

Workflows in the left sidebar. Every workflow has three tabs:
  • Configure: the canvas where you edit the trigger and steps.
  • History: every real run and every test, with per-step results.
  • Test Workflow: run the saved workflow against sample text or past communications without side effects.
Owners, Admins, and Editors can create and edit workflows. Viewers can open them read-only.

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Triggers

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Steps

Steps marked Coming soon in the catalog are visible but can’t be added yet.

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Typical workflow

  1. Click + Add Workflow and pick a starter, or Blank workflow.
  2. Adjust the trigger and the Look for instructions to match your process.
  3. Add or remove steps on each branch.
  4. Click Save workflow.
  5. Run a few cases on the Test Workflow tab.
  6. Set the workflow to Active on the Workflows list. Saved but inactive workflows never run.
  7. Check the History tab after real communications come in.

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Starters

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Success checklist

  • The workflow is Active.
  • The trigger matches the channels you expect (for example, New inbound email ignores SMS).
  • Tests on the Test Workflow tab land on the branch you expect, for both positive and negative examples.
  • Real runs show up in History with the steps you expect.