Workflow nodes

Node palette (what you can add)

In the workflow editor, nodes are organized into a few categories. These are the available node types you can add from the palette:

Responses

Knowledge bot (knowledge-base-policy)

Uses your project knowledge sources to answer questions and draft responses.

• Common use: “Answer FAQs” or “help me choose” flows before handoff.
• Key settings
  • Enabled: turn knowledge search on/off
  • Fallback to Routing: if knowledge search fails, fall back into routing policy
• Notes
  • Sources are selected in the node’s configuration UI.
  • Keep a clear escalation path if the user intent is ambiguous.

Interactive Message (interactive-message)

Sends an interactive WhatsApp message (recommended: list-style) with buttons the user can tap.

• Common use: top-level intent capture (“Sales / Support / Billing / Other”)
• Key settings
  • Message Type: list (recommended) or button
  • Header Text, Body Text, Footer Text
  • Buttons: each has an id + title
• Important
  • Button IDs are referenced by IF nodes, so keep them stable and human-readable.
  • WhatsApp limitations apply (button type has a small max button count).

Simple Message (text-message)

Sends a plain text message.

• Common use: confirmations, simple prompts, short informational steps
• Key settings
  • Message Text

Routing

IF (if)

Branches the flow based on which button the user selected in an upstream Interactive Message.

• Outputs: TRUE / FALSE branches
• Key settings
  • Button to Check: choose a button id from the upstream interactive message
  • Operator: equals (button selected) or not_equals (button not selected)
• Common pattern
  • Interactive Message → IF nodes (one per button) → route to lanes → Inbox handoff

Terminal

Messenger Handoff (fallback)

Ends automation and hands the conversation to humans (Shared Inbox / messenger handling).

• Common use: escalation boundary, unresolved states, high-risk requests
• Key settings
  • Department: which lane/queue should receive the handoff
  • Handoff Message: context sent with the handoff

Hidden / system nodes (stored in the workflow)

Some nodes are part of the workflow JSON but are not shown in the editor:

Workflow configuration (flow-configs)

Workflow-level settings (name/description/tags, language policy, trigger type, routing policy).

Catch-all policy (catch-all-policy)

Fallback behavior when user input doesn’t match expected routing. Configured via workflow settings and stored under routing policy.

Entry node (input)

The workflow entry point. This is a system node and can’t be deleted when it’s the default entry.

Legacy node types

Survey policy (survey-policy)

Legacy node type kept for backward compatibility with older workflows.

See also

• Routing mode (workflow routing)
• Inbox handoff (Shared Inbox)