Request, Integration Action and End steps

Request

The “Request” step takes the visitor's issue and drops it into the panel's “Requests” queue. The subject and description are always asked; under “Information to ask” you choose:

• “Ask for a name”
• “Ask for contact details”: if you turn this off, the contact is taken from an email or phone collected earlier in the flow. If there is none, the request can't be answered and the queue shows a warning.

The request lands in the queue once the flow completes. Its subject, description, full name and contact details can be used as variables in later steps. See Requests.

Integration Action

Visitors don't see this step: the flow runs an action of a connected integration here (for example creating a Trello card or notifying Slack/Teams/Telegram) and moves on.

1. Open the “Integrations” category in the “Add step” palette, pick the integration and then the action, and drop it on the canvas.
2. In the step panel, check the “Action” and fill in its fields. Pick values from a list (“Pick from list”) or type them (“I'll type it”); use {variable} for earlier answers.
3. To use the result in later steps, give it a variable name under “Save to variables”. Variables live in the visitor's browser, so don't pick values that must stay private.

The step has two exits: “When done” and “If it fails”. If the integration isn't connected or the provider returns an error, the flow takes “If it fails”, or the next step if that branch is empty. The “Step note” is only for you; visitors don't see it.

Actions that permanently delete or cancel something won't run until you check “I understand this step does something that can't be undone”; actions that send from your account need “I understand this step sends from my account”. Deletions run at most 20 times and sends at most 100 times per hour per workspace. The record to delete can't come from a visitor's answer.

Tool Call

Calls a tool you defined on the “Tools” page at exactly this point in the flow, without using AI. Visitors don't see this step; its text is only your note.

1. Add a Tool Call step and pick the tool from the list.
2. Give the tool's fields a value: a fixed value, a variable from an earlier answer (for example {order_no}) or the path to a field of an earlier answer (for example {order.no}).
3. Under “Save to variables”, save the full answer or the error code to a variable; you can use it in later steps as {variable}.
4. Connect the “When done” and “If it fails” branches. If the tool doesn't answer or returns an error, the flow takes the “If it fails” branch, or the next step if that branch is empty.

A tool that changes data runs only once per conversation; it isn't repeated if the visitor comes back to this step. A tool that reads data is called again every time the visitor reaches the step. If a required field is empty, the tool isn't called. Calls appear on the “Tools” › “Call statistics” page.

End

The “End” step closes the flow and shows the visitor a thank-you card.

• “Outcome”: “Not set”, “Successful” or “Failed”. Analytics counts conversations reaching this end accordingly; “Your ticket is ready” is a successful end, “Booking cancelled” a failed one.
• “Link to open at the end”: shown as a button on the thank-you card and opened in a new tab (for example a secure payment page). The link must start with https://; also enter the “Button text”. There is no automatic redirect.

A flow can have several End steps; separate ends for different outcomes make your analytics meaningful.