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Build and publish a workflow

Owner, Admin

You build a workflow in Workflows. Start from a template, set the trigger and the steps, then publish. Publishing also turns the workflow on.

Before you start

  • You need the Owner or Admin role.
  • On Starter, you can have 3 custom workflows. On Pro, you can have 10. Business has no limit.

Create the workflow

  1. Open Workflows.
  2. Select New workflow.
  3. Select a template, for example Ring Then Voicemail or Start from scratch.
  4. In Workflow Name, type a name.
  5. Select Create workflow. The builder opens.

Set the trigger

  1. On an empty canvas, select Start with a trigger, then select a trigger. To swap the trigger later, select it and then select Change.
  2. For Call received, select Add Phone Numbers and select each number that this workflow answers.
  3. For Message received, set Channel and Sent to. Leave a level empty to match Any.

A new workflow has no number, widget or inbox. You must select one in the trigger.

Add steps

  1. Select the + under a step.
  2. Search for a step, or select one from the list.
  3. Set up the step in the panel. Each change applies to the canvas at once.
  4. Select Done.

Steps are grouped as Logic, AI, Call Routing, Call Actions and Notifications. A step marked Soon is not available yet.

A step with a condition has two branches. Connect a step to each branch.

Fix the issues

Line checks the workflow while you work. A step with a problem has a red outline. The Issues tab lists every problem. Publish stays off until you fix all of them.

Test the workflow

  1. Select Test.
  2. Under Test conditions, set Outside business hours, Known caller and Available team members.
  3. Read the path that the test run takes, and the side effects such as an email or a text.

A test run sends nothing.

Save and publish

  1. Select Save to keep a draft. The draft does not change what happens to calls and messages.
  2. Select Publish.
  3. If Line shows Publish & Activate Workflow?, read the list of numbers that change workflow. Then select Publish & Activate.

A published custom workflow is enabled. To stop it, select Disable. To start it again, select Enable.

Delete a workflow

  1. Open the workflow.
  2. Select the delete button in the top bar.
  3. Type the exact workflow name.
  4. Select Delete.

For a default message workflow, the button is Remove. After a removal, the custom workflows for that endpoint still run.

Common problems

New workflow is locked. You have reached the workflow limit of your plan. See Plans.

Publish is off. Open the Issues tab and fix each issue.

A call workflow does not publish. The trigger has no phone number. Select Add Phone Numbers in the trigger.

The workflow does not run. Check that it shows Enabled in the workflow list, and that the Published column shows a version.