59.1 Standard Workflow Steps

The classic Workflow form provides three step buttons:

• + Message
• + Question
• + Escalate

Steps run in sequence from top to bottom.

59.2 At Least One Step Is Required

A Workflow must contain at least one step.

When no steps exist, the interface states:

Add at least one step. Steps run top-to-bottom; a question pauses the flow until the visitor replies.

59.3 Message Step

A Message step sends a Chat bubble to the visitor.

Use it for scripted information that should appear as part of the Workflow.

The interface notes that Message text supports variable interpolation using the Workflow's stored variables.

59.4 Adding a Message Step

1. Select + Message.
2. Enter the desired Bubble text.
3. Review its location in the flow.

Keep scripted messages conversational and appropriate to the trigger that started the Workflow.

59.5 Question Step

A Question step sends a Chat bubble and pauses the Workflow until the visitor responds.

The visitor's response is saved to a Workflow variable.

59.6 Question Variable Name

For a Question step, the form provides:

Save the answer to var_name

The default variable name for a newly created Question step is:

visitor_answer

Use a descriptive variable name when later steps need to reference the visitor's response.

59.7 Using Variables in Later Messages

Message steps support interpolation in the form:

{{var}}

This allows a later scripted message to reuse information captured from an earlier Question step when the relevant variable exists.

59.8 Escalate Step

An Escalate step sends a final or handoff-oriented line and flags the Conversation for human takeover.

The default text for a newly added Escalate step is:

I'll connect you with a human now.

Edit the wording when necessary so it accurately describes the handoff experience your workspace provides.

59.9 When to Use Escalate

Escalation is appropriate when:

• The visitor explicitly needs human assistance.
• The Workflow identifies an issue the AI should not continue handling.
• A sales or support process requires an operator.
• The scripted flow reaches a defined handoff point.

59.10 Removing Steps

Each standard-form step includes a delete control.

Before removing a Question, verify that later messages or Workflow logic do not depend on the variable it was capturing.

59.11 Step Order

Review the visible Step number and type carefully. A Question pauses the sequence, while a Message continues immediately and an Escalate moves the interaction toward human takeover.

59.12 Save and Test

After building the Workflow:

1. Save it.
2. Confirm the trigger.
3. Test the Message sequence.
4. Verify Question responses are captured into the intended variables.
5. Verify Escalate produces the expected handoff behavior.