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Who is this for? Product managers, solutions engineers, and implementers building chat, voice, email, and ticketing automations.

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TL;DR

  • Triggers define when an automation starts (a chat opens, a voice call arrives, a ticket is created or updated, or another automation ends).
  • Talk sends outputs: chat messages, images, and emails (as internal notes, external notes, or customer replies) to the right audiences.
  • Listen collects inputs: button choices, text fields, images, and structured captures like order IDs or user info.
  • Gen AI powers reasoning: an AI Agent orchestrates tools; Generate composes answers; Extract pulls entities.
  • Logic gates flow with Conditions, Set variables, and Delay to sequence actions.
  • Dev connects systems via API, custom Function (Python), and Integrations (e.g., Google Sheets).
  • Notes improve readability and maintenance.

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Prerequisites

  • A project with at least one channel (Chat, Voice, or Email/Tickets)
  • Access to your ticketing/CRM sandbox and API credentials (if integrating)
  • Test users and sample tickets/chats

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Quickstart — Your First Resolution Flow

1

Pick a Trigger

Choose a channel-specific trigger:
  • Chat: On chat created / user message / handover from bot
  • Voice: On inbound call / scheduled outbound callback
  • Email/Ticket: On ticket created / reopened / updated / automation-ended
2

Collect context (Listen)

Add Capture to parse essentials (e.g., order_id, email). Use Buttons for guided choices (status, returns, billing). Allow Upload image when proofs (POD, receipt, damage photos) are needed.
3

Reason (Gen AI)

Add one AI Agent per workflow. Bind tools: Generate for responses, Extract for entities, KB and APIs for facts.
4

Branch (Logic)

Use Conditions to separate happy vs. exception paths. Set variables for flags; Delay to wait for downstream systems.
5

Act (Dev)

Call API to fetch/update records; use Function for validations (e.g., transaction hash). Read from Integrations like Sheets.
6

Respond (Talk)

Send a Message in chat or a structured Email: internal note for debug, external note for sandbox tests, or reply to the customer when live.
7

Instrument & finish

Add Notes for maintainers. Emit debug Talk → internal notes. Close the loop or Trigger a follow‑on automation.

Triggers

Define when an automation starts or chains into another workflow.

Talk

Send outputs like messages, emails, or debug notes to the right audience.

Listen

Capture user inputs, intents, and data from systems or APIs.

Gen AI

Power workflows with AI agents that generate, extract, and reason.

Logic

Control workflow decisions with conditions, variables, and delays.

Dev

Extend workflows with APIs, Python functions, integrations, and notes.

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Patterns

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1) Ticket Created → Verify → Respond

  • Trigger: Ticket created
  • Listen: Capture intent, order_id
  • Dev/API: Fetch order
  • Logic: Branch on status; set variables
  • Gen AI/Generate: Compose resolution with policy guardrails
  • Talk/Email: Reply to ticket; log internal note

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2) Chat Handover → Diagnose → Escalate

  • Trigger: Chat handed over from bot
  • Listen: Buttons for billing/returns/technical
  • Gen AI/Extract: Pull entities; API to CRM
  • Logic: If high‑value, escalate; else self‑serve path
  • Talk/Message: Provide next steps or connect human

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3) Voice Inbound → Authenticate → Callback

  • Trigger: Inbound call
  • Listen: Capture account digits via DTMF
  • Dev/Function: Validate ID
  • Logic/Delay: Wait 5s for CRM lock release
  • Talk: Confirm and schedule outbound callback

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Production Checklist

  • One AI Agent per workflow
  • Clear tool contracts; consistent error shapes
  • PII handling: mask in logs/internal notes
  • Guardrails: KB only vs. model‑free‑form
  • Observability: internal notes + analytics events
  • Rollout: canary orgs, kill‑switch, monthly AI cap

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Troubleshooting

Check Email mode. Use Internal note for debug; External note to post to the ticket without emailing the customer; Reply to ticket for customer‑facing.
Add regex patterns and enable Extract fallback. Offer Buttons for guided flows when confidence is low.
Add Delay after updates; implement retries with backoff; surface failures via Internal note.

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FAQs

How many AI Agents can I add? One per workflow. Split flows if you need multiple agents. When should I use External note vs Reply? Use External note during UAT so staff can see drafts inside the ticketing tool. Switch to Reply when confident. Can I start an automation from another automation? Yes—use automation‑ended triggers to chain flows.

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Reference

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Block Matrix