> ## Documentation Index
> Fetch the complete documentation index at: https://docs.truagents.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Workflow automations

> Run steps automatically when a contact emails, texts, or calls: detect intent with AI, tag, route replies, notify your team, and send data to other systems.

## 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.

## Who this is for

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

## 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.

## Triggers

| Trigger | Starts the workflow when |
| - | - |
| **New inbound communication** | Any inbound email, SMS, or inbound call arrives. |
| **New inbound email** | An inbound email arrives. |
| **New inbound SMS** | An inbound SMS arrives. |
| **Phone call completed** | A call ends and its transcript is stored, for inbound and outbound calls. |

## Steps

| Group | Step | What it does |
| - | - | - |
| Decision | **Look for** | Asks the AI whether the communication matches your plain-English instructions, then continues on the **MATCH** or **NO MATCH** branch. |
| Communication | **Add communication tag(s)** | Tags the email, SMS, or call. |
| Communication | **Set response campaign** | Routes the reply through a specific campaign. |
| Communication | **Skip automatic reply** | Stops the automatic reply for this communication. |
| Communication | **Trigger campaign** | Sends one email or SMS campaign to the contact, then continues. |
| Contact | **Add contact tag(s)** | Tags the contact. |
| Contact | **Unsubscribe contact** | Unsubscribes the contact on the relevant channel. |
| Contact | **Mark contact inactive** | Flags the contact as inactive across channels. |
| Output | **Send email notification** | Emails a teammate or shared inbox. |
| Output | **Send webhook** | Sends the contact and communication to an external HTTPS URL. See [Send webhook step](/automations/send-webhook-step). |

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

## 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.

## Starters

| Starter | What it sets up |
| - | - |
| **Conversation ended** | Tags "thanks" / "ok" / emoji-only replies and skips the automatic reply. |
| **Hot lead** | Branches on buying intent: tags interested buyers "Hot lead" and "Sales-ready", and everyone else "General inquiry". |
| **Needs human review** | Catches sensitive messages an agent shouldn't handle alone. |
| **Pricing question responder** | Routes pricing questions to a sales response campaign. |
| **Unsubscribe request** | Unsubscribes clear opt-out requests before any reply. |

## 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.

## Related pages

* [Send webhook step](/automations/send-webhook-step)
* [Send hot leads to Salesforce](/automations/hot-leads-to-salesforce)
* [Webhooks reference](/developers/webhooks)
* [Agents](/concepts/agents)


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