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The Workflows API is currently in beta. Endpoints may change without notice.
The Workflows API lets you programmatically create, manage, and trigger automated workflows. Workflows are multi-step automations that run in response to events, schedules, webhooks, or manual triggers.

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Key Concepts

  • Workflow — A named automation with a trigger type and one or more versions
  • Version — Each edit creates a new version; only one version is active at a time
  • Run — A single execution of a workflow, with status tracking and duration
  • Trigger type — What starts the workflow: manual, AI-triggered, cron, webhook, form, or event-based
  • Action type — A step in the workflow (e.g. ask-ai, send-webhook, tag-ticket)
  • Block — A control-flow structure (if-else, switch) that branches execution

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Workflow Lifecycle

  1. Discover available action and trigger types via the definitions endpoint
  2. Validate your workflow blocks before creating
  3. Create a workflow (saved as inactive draft)
  4. Activate to make the workflow live
  5. Trigger manually or let it fire automatically based on its trigger type
  6. Monitor runs and their statuses

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Replies with quick reply suggestions

The outbound-reply-to-ticket action accepts an optional quickReplySuggestions array of plain-text labels, for example ["Track transfer", "Cancel transfer", "Speak to someone"]. Omit it or pass [] to send the existing reply without buttons. Discover the action and its input schema through Definitions, then validate the workflow before activating it. Use at most 3 unique, non-empty labels, each up to 20 characters. A selection becomes a normal customer reply; it does not pause or branch the sending workflow. Suggestions support the OpenCX web widget, directly connected WhatsApp, Messenger and Instagram channels, and API clients that render message options. Unsupported delivery paths fail the step instead of silently dropping the suggestions. On WhatsApp, the rendered message body is limited to 1,024 characters, and the customer’s 24-hour reply window must be open. Outside that window, send an approved template. See workflow quick reply suggestions for setup, translation behavior, and channel limits.

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Available Endpoints

Definitions

List available action and trigger types

Validate

Validate workflow blocks before creating

Create Workflow

Create a new workflow

List Workflows

List all workflows

Get Workflow

Get a specific workflow with full details

Update Workflow

Update a workflow (creates new version)

Delete Workflow

Delete a workflow

Activate

Activate a workflow version

Deactivate

Deactivate a workflow

Trigger Workflow

Manually trigger a workflow

List Runs

List workflow execution runs

Get Run

Get a specific run