Workflows

Workflows are steps that run outside the conversation:

• A Pre-call workflow runs before the agent is dispatched. Its outputs become dynamic variables the prompt can use, for example a CRM lookup that fills {{customer_name}} and {{tier}}.
• A Post-call workflow runs after post-call analysis. It can push results to other systems or text the caller a follow-up.

Find them under Workflows in the agent's settings panel. Each agent has one of each.

Step types#

A workflow holds up to 20 steps.

Step settings#

For Run code and Integration app without mapped outputs, every key of the returned object becomes a variable.

Templates in workflows#

URLs, headers, bodies, messages and arguments accept {{variable}}. In workflows, a variable that has no value renders as empty text, and object values render as JSON.

Conditions#

Run only if supports:

How a run works#

• Steps whose dependencies are done run in parallel, level by level.
• A step whose dependency failed or timed out is skipped. A step after a skipped dependency still runs.
• Every output is added to the variables, so later steps can use earlier results.
• The whole stage shares one time budget. Steps still waiting when it runs out end as timeout.
• The run status is success (no errors), partial, timeout or failed (every step failed).

Time budget#

Time budget for the whole stage (budget_ms) is 200 ms to 300,000 ms, default 3,000 ms. At run time it is capped at:

Pre-call steps delay the start of the call, so keep them fast.

Pre-call workflows#

Pre-call workflows run for:

• Inbound phone calls, after the number's inbound webhook.
• Create phone call, Create web call and Register phone call requests.

Available variables: the call's dynamic variables (including environment tag values), from_number, to_number and agent_id. Inbound runs also have direction.

The outputs are merged into the call's retell_llm_dynamic_variables, overriding values with the same name.

Post-call workflows#

Post-call workflows run after post-call analysis. Available variables:

• The call's dynamic and collected variables.
• call_id, agent_id, from_number, to_number, direction, duration_ms, disconnection_reason.
• call_summary, user_sentiment, call_successful, and each custom analysis field by name.
• transcript: the whole transcript as role: text lines.

Outputs are saved to the call's collected_dynamic_variables.

Send SMS uses the call's agent number as the sender. Leave the recipient empty to text the caller.

Needs keys Send SMS needs Telnyx messaging configured.

Test and monitor#

Test run runs the saved workflow with the variables you give it, without a call, and shows each step's status, time and outputs. Recent runs lists the last runs of each stage with their call ID and duration.

Example#

A pre-call lookup followed by a variable built from its result:

{
  "enabled": true,
  "budget_ms": 2500,
  "steps": [
    {
      "id": "lookup",
      "name": "CRM lookup",
      "type": "http",
      "method": "GET",
      "url": "https://crm.example.com/lookup?phone={{from_number}}",
      "headers": { "Authorization": "Bearer {{crm_token}}" },
      "outputs": { "customer_name": "data.name", "tier": "data.tier" },
      "timeout_ms": 1500
    },
    {
      "id": "greeting",
      "name": "VIP greeting",
      "type": "set_variables",
      "depends_on": ["lookup"],
      "condition": "{{tier}} == gold",
      "values": { "vip_note": "This is a gold customer. Offer priority booking." }
    }
  ]
}

HTTP requests to your URLs go through Tried's outbound protection, so private and internal addresses are refused.