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Workflow nodes are the building blocks inside a legacy workflow. Each node performs one fixed step, such as checking a condition, fetching integration data, sending a message, or updating a ticket.
Fully move existing fixed-step workflows to AI Agents over time. Follow the migration guide to replace nodes with agent actions, prove one use case, and turn off the overlapping workflow before expanding. Create an AI Agent, and open Workflows only during migration or for necessary maintenance.

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Common node types

  • Trigger nodes start the workflow.
  • Condition nodes decide which path should run.
  • Action nodes update tickets, call integrations, or send messages.
  • AI nodes let the legacy workflow classify intent or decide whether a workflow should run.

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Best practices

  • Give each workflow one clear goal.
  • Keep each branch short and easy to test.
  • Use approval mode for customer-facing messages or business-system changes.
  • Test the workflow with realistic ticket examples before publishing.
  • Move to an AI Agent when branches start encoding broad customer intent.

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Watch the walkthrough

Watch the workflow nodes walkthrough