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Inside the Studio, you build a workflow from two families of steps: control-flow steps that shape the path, and actions that do something. The most powerful action is the AI Worker step, which does the reasoning and messaging.

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Control-flow steps

These steps branch, pause, or redirect the flow.
A Go to that loops back with no exit is blocked at publish time. Add an If / Else or Split so the contact has a way out of the loop.

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Actions

Actions are grouped in the step picker:
The step picker — control-flow steps and the grouped action catalogue
Metered actions. Send SMS, Call, Send fax, and the AI Worker step consume usage and appear in your ROI dashboard and billing. Send email and outbound webhooks are not metered.

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Sticky notes

Add Sticky notes from the left toolbar to annotate the canvas for your teammates. They’re not part of the flow and never block publishing.

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The AI Worker step

The AI Worker step is an agentic step: given plain-language instructions, it reasons over the contact’s context and drives an outcome on a channel. Add it from the AI group in the step picker, then configure it.
Safe by default. An unconfigured worker has no tools and can’t change any record. It gains abilities only from what you grant below — and those limits are enforced on the server, not just in the app.
The Configure AI Worker panel — worker type, instructions, model, and tools

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Choose a worker type

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Instructions and model

  • Instructions — a plain-language objective. The Enhance button scaffolds an Objective / Guidelines / Success-looks-like structure for you.
  • Model — choose the reasoning model:
    • Claude Opus 4.8 — most capable, for the hardest reasoning
    • Claude Sonnet 5 — balanced; the sensible default
    • Claude Haiku 4.5 — fastest and cheapest, for simple tasks
  • Tone (optional) — how the worker should come across.
Voice Workers also set a Persona, Voice, and Language, and link a voice agent with a calling number (use Sync voice agent to provision it).

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Grant tools and write-back

  • Tools — the worker can only use the actions you tick here. Nothing is granted by default.
  • Field write-back — the only record fields the worker may change. For each field, choose AI decides the value or You set a fixed value. A fixed value can’t be changed even by a jailbroken worker.

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Guardrails

Guardrails are on by default — every worker must have a way to hand off to a human:

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Practice mode vs. live

Perform actions for real is off by default. While it’s off, the worker only records what it would do — nothing is sent or changed, which is ideal while you’re configuring. Turn it on only when you’re ready:
With Perform actions for real on, the worker runs its granted actions for real: CRM changes apply immediately and outbound messages are queued for sending. Test it first.
You can Test a worker against a sample message right from its panel before saving. Incomplete workers can still be saved, but publishing is blocked until required fields (like instructions and an escalation condition) are set.