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Part 5: Designing multi-step conversations · Lesson 2 of 3 · 20 minutes

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Objective

Build and publish a workflow that branches on what Ananya’s call found out, so one contact gets a journey instead of a single call.

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The scenario

One call is not the whole journey. If Rahul promised to pay, the CRM should know; if not, Acme waits a day and nudges him on WhatsApp. A workflow runs that sequence once per contact, with logic between conversations. The call block dials from the number you bought in part 4. The chat step needs WhatsApp Business connected, a message template and a WhatsApp agent on that number.

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Hands-on

Building, publishing and testing a workflow

1

Open a blank canvas

Click Workflows, then Create workflow. Click the name in the breadcrumb, type Payment reminder follow-up and press Enter.
2

The call

Click the + connector on Start and pick Agent in Call mode. Choose EMI reminder - Hindi, then click Variables to open Map variables, one row per variable Ananya uses: callee_name from the menu, the rest as literals such as ₹12,450. Under From, pick your workspace number. Keep the default Call window and Retries.
3

The branch

Add a Conditional after the call with one rule: source Custom analysis, the call block, field payment_promised, comparison is, value true.
4

Match: log it in the CRM

From Match, add an Action: method POST, URL https://crm.acme-lending.example/api/promises, and a JSON body with the callee’s number and the promised date from the {} menu.
5

No match: wait, then nudge

From No match, add an Await in Duration mode and pick the 1d preset. After it, add an Agent block switched to Chat: Channel WhatsApp, Template emi_due_reminder (or one of yours), Chat assistant your WhatsApp agent, From your WhatsApp phone number ID. A WhatsApp message needs both the template and the chat agent.
6

Save and publish

Click Save (“Workflow saved”); there is no autosave, and the first save creates a Draft. Click Publish and confirm: “Workflow published”. If the editor reports issues instead, the Issues panel names the missing setting, such as “select at least one caller number”; fix it and publish again.Leave Test alone: a test run is real, calls the number you type, spends credits and holds the No match branch for a full day.
Workflow editor canvas: Start leads to an Agent block (Payment reminder agent, calling from +91 98765 40300, Variables 2/2), then a Condition “Promised to pay?” with the rule Custom analysis · Payment reminder · Payment promised is true. Match leads to the Action “Log promise in CRM” (POST to a CRM URL); No match leads to the Await “Wait a day” (1 day), then an Agent block in Chat mode, “WhatsApp nudge” (WhatsApp, WhatsApp concierge, template emi_due_reminder)

A call, a branch, then a CRM update or a wait and a WhatsApp nudge

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Checkpoint

The canvas matches the screenshot: the call, then the Condition with Match into the Action and No match into the Await and the chat. The Workflows list shows Payment reminder follow-up under Active.

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Exercise

Add a second rule to the Condition: source Call duration, comparison is over, value 30, and set the rules to All. Expected result: the card shows both rules under All, so a two-second call never counts as a promise. On an Active workflow, Save makes the edit a draft version; runs keep using v1 until you publish again.

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What you learned

  • An agent holds one conversation, a multi-prompt agent holds stages within one call, and a workflow runs a journey across calls, messages and waits.
  • A Condition reads earlier steps: call status, duration, Advanced Analysis fields and Action responses. Part 3’s fields are what the branch runs on.
  • Save creates a draft and Publish makes it Active; only Active workflows can run as a campaign, and each publish is a version.