Understand workflow actions

Workflow actions are the building blocks of every workflow. Each action performs a specific task, such as interacting with employees, calling an integration, making a decision, or waiting for an event.

You connect actions together on the workflow canvas to create the path a workflow follows.

How workflow actions work

Every workflow starts with a single Start action.

As the workflow runs, each action completes its work before passing data and control to the next connected action. Some actions execute immediately, while others pause the workflow until a condition is met, an employee replies, or an external event occurs.

Together, workflow actions let you combine AI conversations, business logic, integrations, and external events into a single automated process.

Types of workflow actions

Workflow actions fall into several categories.

Workflow actions

Start

Every workflow begins with a Start action.

The Start action defines how the workflow begins and provides the information available to later actions.

Each workflow contains exactly one Start action.

Use Start to:

• Define whether the workflow starts from an employee request or an external event.
• Configure workflow inputs.
• Configure employee-visible workflow steps, if required.

Agent

Use an Agent action when the workflow needs to interact with an employee.

An Agent action uses conversational AI to guide employees through part of a workflow. It can ask questions, explain next steps, collect information, use approved tools, and continue after the employee replies.

Typical uses include:

• Collecting request details.
• Confirming information.
• Explaining approval outcomes.
• Guiding employees through a process.

Choose an Agent action whenever the workflow requires a conversation.

Run Tool

Use Run Tool to perform work in another system without interacting with the employee.

Run Tool calls an integration or API directly and continues automatically when the operation completes.

Typical uses include:

• Creating or updating records.
• Retrieving information.
• Calling business systems.
• Running automated actions.

Choose Run Tool when no employee interaction is required.

Wait

A Wait action pauses a workflow until work can continue.

A workflow can wait for:

• A period of time.
• A specific date or time.
• An external business event.

Wait actions are useful for approval processes, onboarding, reminders, and workflows that depend on external systems.

Condition

A Condition action chooses between different workflow paths.

Conditions evaluate workflow data and route the workflow based on the result.

Typical uses include:

• Checking eligibility.
• Routing approvals.
• Handling different employee types.
• Skipping unnecessary steps.

Process List

Use Process List when the same actions need to run for every item in a collection.

For example, you might:

• Provision equipment for multiple employees.
• Create tasks for every onboarding activity.
• Process several requests using the same sequence of actions.

Transform

A Transform action reshapes workflow data before another action uses it.

Typical uses include:

• Formatting values
• Combining data
• Creating new objects
• Preparing data for integrations

Set State

Use Set State to save information that later actions need.

State variables let you reuse values throughout the workflow without recalculating them.

Typical uses include:

• Saving intermediate results
• Tracking workflow decisions
• Storing values for later conditions

Send Event

A Send Event action publishes an event that other systems or workflows can respond to.

Use Send Event to notify downstream processes after important milestones are reached.

Note

A Note adds documentation to the workflow canvas.

Notes help explain design decisions or provide guidance for other designers.

Notes never execute and aren't visible to employees.

Choosing the right action

Use this guide when deciding which action to add.