> ## Documentation Index
> Fetch the complete documentation index at: https://guides.robylon.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Workflows

>  Design reliable, debuggable AI-powered workflows using Triggers, Talk, Listen, Gen AI, Logic, Dev, and Notes blocks. This guide explains what each block does, when to use it, and shows end‑to‑end patterns.

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

***

## 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.

***

## 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**

***

## Quickstart — Your First Resolution Flow

<Steps>
  <Step title="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
  </Step>

  <Step title="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.
  </Step>

  <Step title="Reason (Gen AI)">
    Add one **AI Agent** per workflow. Bind tools: **Generate** for responses, **Extract** for entities, **KB** and **APIs** for facts.
  </Step>

  <Step title="Branch (Logic)">
    Use **Conditions** to separate happy vs. exception paths. **Set variables** for flags; **Delay** to wait for downstream systems.
  </Step>

  <Step title="Act (Dev)">
    Call **API** to fetch/update records; use **Function** for validations (e.g., transaction hash). Read from **Integrations** like Sheets.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Instrument & finish">
    Add **Notes** for maintainers. Emit debug **Talk → internal notes**. Close the loop or **Trigger** a follow‑on automation.
  </Step>
</Steps>

<Card title="Triggers" icon="play" href="/product/triggers">
  Define when an automation starts or chains into another workflow.
</Card>

<Card title="Talk" icon="text" href="/product/talk">
  Send outputs like messages, emails, or debug notes to the right audience.
</Card>

<Card title="Listen" icon="ear" href="/product/listen">
  Capture user inputs, intents, and data from systems or APIs.
</Card>

<Card title="Gen AI" icon="sparkles" href="/product/gen-ai">
  Power workflows with AI agents that generate, extract, and reason.
</Card>

<Card title="Logic" icon="split" href="/product/logic">
  Control workflow decisions with conditions, variables, and delays.
</Card>

<Card title="Dev" icon="code" href="/product/dev-notes">
  Extend workflows with APIs, Python functions, integrations, and notes.
</Card>

## Patterns

### 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

### 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

### 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

***

## 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

***

## Troubleshooting

<Accordion title="Emails are visible to customers unexpectedly">
  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.
</Accordion>

<Accordion title="Capture misses order IDs">
  Add regex patterns and enable **Extract** fallback. Offer **Buttons** for guided flows when confidence is low.
</Accordion>

<Accordion title="API flakiness or stale data">
  Add **Delay** after updates; implement retries with backoff; surface failures via **Internal note**.
</Accordion>

***

## 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.

***

## Reference

### Block Matrix

| Block                 | Purpose             | Example Use                         | Notes                       |
| --------------------- | ------------------- | ----------------------------------- | --------------------------- |
| Trigger               | Start flow on event | Ticket created; Chat handed over    | Channel‑specific            |
| Talk → Message        | Chat output         | Status update; next steps           | Use for customer replies    |
| Talk → Email          | Ticket output       | Internal note; External note; Reply | Choose visibility correctly |
| Listen → Buttons      | Input choices       | Returns / Billing / Tech            | Reduces ambiguity           |
| Listen → Capture      | Entity extraction   | order\_id, email, intent            | Can pair with **Extract**   |
| Listen → Upload image | Collect proofs      | Damage photos, receipts             | Validate before action      |
| Gen AI → AI Agent     | Orchestrator        | Calls tools & KB                    | One per workflow            |
| Gen AI → Generate     | Compose answer      | Policy‑safe response                | Add evaluation prompts      |
| Gen AI → Extract      | Entities            | Name, ID, amounts                   | Use for fallback parse      |
| Logic → Conditions    | Branching           | Eligibility, flags                  | Keep branches shallow       |
| Logic → Set variables | State mgmt          | Set `is_vip`                        | Trace changes via notes     |
| Logic → Delay         | Sequencing          | Wait for sync                       | Keep short & purposeful     |
| Dev → API             | System calls        | CRM, OMS, Payments                  | Standardize headers/errors  |
| Dev → Function        | Custom code         | Validate hash                       | Python runtime              |
| Dev → Integration     | 3rd‑party data      | Google Sheets                       | Good for ops teams          |
| Notes                 | Maintainability     | Explain rationale                   | Required in long flows      |

***