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Open Brain → Actions to set up the workflows your agent runs, such as booking, transferring, updating a contact or sending a message. You can use the available canvas layouts to view and edit the same workflows. Every agent includes When the call ends and Stop contact.

Set up a workflow

  1. Choose an appropriate template or add a workflow.
  2. Give it a clear name and describe When to run it.
  3. Open its nodes and choose the real calendar, tag, recipient or other required setting.
  4. Connect the next steps, including a suitable path if an action cannot complete.
  5. Save, wait for setup and test the action.
Use the description to explain the situation, not just the action’s name. For example: “Use when the caller asks for an inspection and has confirmed the property is in our service area.”

Workflow nodes

These are the nodes shown in the workflow editor. Available choices depend on your CRM and where you add the node. For Collect information, an answer already on file can be reused. Mark it Required if the workflow must wait until it is known; use Reconfirm when you need the caller to confirm it again. Without a contact-field mapping, the answer is kept for that call only. Some nodes need CRM features such as tags, pipeline stages or email sending. The When the call ends editor offers only actions that can run as a call ends.

Built-in workflows

When the call ends

Your agent never decides to hang up. It says goodbye, and the call ends on its own a moment later. When the call ends holds the actions that run once as that happens, such as adding a note, updating a field or notifying a teammate. Add them before its last step, Call ends, which cannot be removed. There is nothing to set for when it runs. These actions do not run when the caller hangs up first. For work that should happen after every call, use After the call. Ending the current call does not stop future contact with the lead. Set silence, maximum call length, voicemail and screening in Call handling.

Stop contact

Stop contact and its first Put on DND action cannot be removed. You can change its description and add permitted actions after it, such as updating a field or notifying a teammate. It stops further contact, rather than just ending the current call.

Messages and outcomes

A Send SMS step sends the fixed message you enter when that workflow reaches it. Chat lets the agent write a conversational reply instead. Turning Chat off does not remove your configured Send SMS steps. Review the unsuccessful path as carefully as the successful one. “No available time” must not become a booking confirmation, and a failed transfer needs a useful next step for the caller.