Trigger
Stage changed, inbound agent events, calls, forms, connector results — only events in the catalog.
When a stage moves, run the next action
When a pipeline stage changes, run the next action: send a template, start an agent, set a CRM property, or create a task. Not a chat persona and not a list blaster.
- Stage change and other events
- Start agent / route to agent
- Set CRM custom properties
What it is
An event graph on the Project. Trigger from the Agents → Workflows catalog, then ordered actions. Runs show on Agents → Activity under Workflow.
Actions
Send WhatsApp or email, agent.run / route.agent, set custom properties, update stage, create a task, wait, webhook.
Not the agent
Skills and knowledge bases stay on the conversation agent the workflow may start. The graph is not a persona.
Put the job on the right runtime
Post-visit EMI does not belong on the inbound qualifier, a clock drip, or an autonomous list.
Qualifier
New enquiry chats would get loan PDFs. Keep the inbound agent on capture fields.
Growth drip
Fires on a clock whether they visited or not.
Autonomous list
Autonomous still counts sends and reads — including people who never came on site.
Honest trigger: stage changed after ops marks Visited — not when a reminder was read.
- Name the event Stage changed is the property example. Other catalog events include agent task dispatched, call started, form submitted, escalation required. Do not invent a trigger the catalog does not have.
- Filter the stage Visited, not Site visit booked, if the job is post-visit. Booked vs loan-disbursal are different downstream pages.
- Attach actions Send WhatsApp (library template via Gupshup) or email (SES). Run an AI agent. Set custom properties. Create a task. Move stage only if that is really the next truth.
- Handoff when it is a human job agent.handoff into the omnichannel inbox. Router so the qualifier does not talk over the RM.
- Watch Activity Failed sends, missing templates, and skipped conditions show as workflow runs — not as a mysterious silent bot.
What the builder actually offers
Named from the in-app catalogs. WhatsApp is Gupshup. SMS send runs when MSG91 is connected.
Event triggers
Including stage changed, inbound agent events, calls, forms, and connector results. Copilot describes this surface as automation workflows on /agents/workflows.
Run / route an agent
agent.run hands the customer to a Studio agent. route.agent uses the agent router (rules, stage, channel, or classification).
CRM custom properties
crm.set_custom_properties writes validated account fields — the same reason the feature registry mentions custom properties.
Stage and tasks
crm.update_stage, crm.create_task, notes, tags, list add. Pipeline remains the board humans trust.
Messages
Templated WhatsApp and email. In-session text on the current conversation. Appointments skill can be started on a live thread. Adaptive nurture is not a workflow mode.
Waits (conversation graphs)
Delay, wait for user input, or wait until appointment booked on that thread. That pause is not autonomous-task success on a CRM list.
Example: Visited → EMI + RM task
Ops marks Visited — not site visit booked, and not a no-show. Job write-up: post-visit follow-up.
- TriggerStage changed → Visited.
- SendApproved utility EMI WhatsApp (Gupshup). Wallet meters the send.
- Stampcrm.set_custom_properties post_visit_pack=sent.
- Taskcrm.create_task for the RM (price follow-up, 48h).
- Optionalagent.run only if EMI FAQs should hit a Studio agent. Discounts stay Inbox handoff.
Stage × action (property example)
Configure per Project. Leasing desks should not copy token or loan columns — see the rental vs sales guide. This table is an example, not a shipped industry kit.
| Stage event | Typical workflow actions | Canonical stage page | Do not |
|---|---|---|---|
| New enquiry | Optional: start qualifier agent if inbound did not already | New enquiry | EMI pack |
| Qualified | Optional brochure after fields exist | Qualified | Gift Saturday without calendar cap |
| Site visit booked | T-24h utility reminder; optional Visit Caller via agent.run | Site visit booked | Mark Visited because they read it |
| Visited | EMI WhatsApp, custom property, RM task | Visited | Launch marketing template |
| Negotiation / token | RM inbox; property updates you defined | Negotiation | Autonomous win-back tone |
| Booked | Handover comms later; not a teaser blast | Booked | Treat reads as Booking |
Limits
What the graph will not do for you.
No adaptive nurture
Workflows run the steps you configured. They do not rewrite from last week’s outcomes.
No template create
Missing library templates stay missing until you submit them.
Three systems
Visited does not stop an autonomous task unless an operator pauses it. No shared stop-when-booked.
SMS
send.sms only if MSG91 is connected on that Project.
Campaign analytics
Conversion is reply rate. Phone “replied” is speech-to-text.
In-app name
Copilot still says Agents → Workflows. This page is /product/workflows.
Frequently asked questions
Admins looking for “if visit then WhatsApp” in the qualifier prompt.
Is a workflow the same as an autonomous agent?
No. Workflows fire on events such as stage changed. Autonomous agents run an approved plan against a CRM (or appointment/deal) list and count sends/reads. Agents → Activity shows both as different kinds.
Can a workflow start an Agent Studio agent?
Yes. agent.run hands the contact to a specific agent; route.agent uses the agent router. Skills and knowledge bases still live on that agent, not on the workflow node.
How do custom properties get set?
The crm.set_custom_properties action writes fields you defined on the account, validated against definitions. Use it to stamp “EMI sent” rather than hoping the RM remembers.
Who marks Visited so the workflow can fire?
Ops or the RM on the pipeline. Reminder reads and autonomous success specs do not mark attendance. No-shows should not sit in Site visit booked.
Can the graph wait until an appointment is booked?
On a live conversation workflow, a wait-until-appointment-booked step exists. That is not how autonomous list tasks measure success. Do not conflate the two.
Will this auto-stop Growth drips?
Not as a shared contract. Exclude lists yourself, or stop the drip as an operator, if Visited should silence marketing.
Seat fees for more workflows?
No. Wallet-only usage when sends and AI run. Organization wallet; preview before a bulk stage move that fires templates. See pricing.
Related
Pipeline is the board. Workflows are the event graph. Agents are the speakers.
AI agents
Studio, skills, knowledge, router, activity.
Agents →Autonomous agents
List + objective after plan approve.
Autonomous →Pipeline & CRM
Stages the trigger listens to.
Pipeline →Inbox
Human handoff after a step escalates.
Inbox →Real estate stages
Enquiry through handover — example vertical.
Stages →Pricing
Wallet meters template and AI usage.
Pricing →Fire on Visited, not on a hopeful chatbot
Connect Gupshup, set pipeline truth, add Agents → Workflows, and keep Bookings as ops — not as a send receipt.
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