# Workflows overview

> Trigger → steps automations and routed conversation flows: one graph model that answers calls, chases quotes, texts back missed calls, and files tickets — siloed per door, versioned, testable.

A **workflow** is a graph of steps the AI follows. The same builder covers two jobs:

- **Conversation flows** — routed into live conversations on a door: "use this flow when the caller wants to order", "use this one for booking". The AI walks the graph *during* the call or chat: asking, extracting, branching, using tools.
- **Event automations** — fired by a [trigger](/docs/workflows/triggers): a call goes unanswered → send a text; a form is submitted → email the owner and put a card on the board.

One workflow can be both — a flow that runs on calls *and* listens for an event. Under the hood they're the same graph with the same [steps](/docs/workflows/steps).

## The anatomy of a workflow

```text
Workflow "Order line"                    (belongs to: the receptionist door)
  Starts when:  routed — "the caller wants to place an order"
  ┌ Step 1  Dialogue    take items, sizes, changes        → extracts {items}
  ├ Step 2  Knowledge   tonight's wait time, pinned       → answers from it
  ├ Step 3  Dialogue    collection or delivery + address  → extracts {address}
  ├ Step 4  Webhook     POST the order to the POS          → routes on result
  ├ Step 5  Notify      SMS the confirmation
  └ End     repeat the order back, thank them
  Global:   "talk to a person" → transfer to the counter   (catches anywhere)
```

## Three rules that shape everything

- **Channels are siloed.** A flow belongs to the door it was written for. The phone script and the Instagram script are different flows on the same agent, routed by "use this when…" conditions — because the right wording differs per door.
- **Versions, not live edits.** You edit a draft (staging) version, [test it](/docs/workflows/testing-and-versions), then publish. Production keeps running the published version until you promote.
- **Everything is logged.** Every run records which node fired, which route was chosen, what was extracted, and what each webhook returned — so "did the customer get the text?" has an answer.

## Where to go next

- [Triggers](/docs/workflows/triggers) — The seven events a workflow can listen for.
- [Steps & nodes](/docs/workflows/steps) — Dialogue, knowledge, webhook, notify, transfer, wait, end — the full node reference.
- [Notifications](/docs/workflows/notifications) — Email, SMS, WhatsApp, and help-desk tickets from any workflow.
- [Recipes](/docs/workflows/recipes) — Copyable builds: missed call → text back, speed-to-lead, quote chase, reminders.