Two categories of nodes
Workflow nodes split into two types. Action nodes run in sequence and move automatically to the next step. Branch/final nodes pause the flow and wait for the visitor to make a choice, or branch based on a condition. A step can contain multiple action nodes before ending with one branch node.
Message node
Sends a text message to the visitor. Use it to greet, explain, or transition between steps. You can include bold, italic, and links in the message body. Messages display immediately without requiring a visitor response.
When to use: Opening greeting, section transitions, confirmation messages, "We'll get back to you shortly" closers.
Collect Data node
Asks the visitor for a specific piece of information and stores it. Types:
- Email: Validates format automatically.
- Text: Free-form, no validation.
- Number: Accepts digits only.
- Dropdown: Let the visitor choose from a preset list.
Collected data attaches to the visitor's profile and is visible in the inbox conversation. When to use: Collect email before routing to a human, get order number before the support question.
Ask Question node
Sends a question and accepts a free-text reply from the visitor. Unlike Collect Data, it doesn't validate the format or store the value in a profile field — it just waits for a natural-language answer and passes it downstream. When to use: Open-ended "tell us more about your issue" prompts before handing off to a human.
Buttons node (branch)
Presents 2–4 clickable buttons. Each button is a separate branch — draw an output connection from each button to the next node for that path. When to use: Any place where you want the visitor to choose a direction. This is the most common branching mechanism in workflows.
Conditions node (branch)
Branches automatically based on visitor data or widget state — no button click needed. Condition types:
- Visitor property (name, email, custom field value)
- Widget status (agent online/offline)
- Time-based conditions (current hour, day of week)
- Combined with AND/OR logic
When to use: Route VIP visitors to a priority queue, show a different flow during business hours vs. off-hours, skip the email-collection step if you already have the visitor's email.
Form node
Embeds a multi-field form in the conversation. The visitor fills out multiple fields (text, email, rating, multi-choice, file upload) in one step. Responses are stored and can be forwarded to a board or CRM. When to use: Bug reports, contact forms, intake questionnaires where you need several pieces of information at once.
Request Agent node
Escalates the conversation to a live human agent. The conversation appears in the inbox as an unassigned ticket. You can customize the message the visitor sees before the handoff. When to use: End of a triage flow that determines the visitor needs human help.
API Action node
Makes an HTTP request to an external endpoint mid-conversation. The response can be used in subsequent message nodes (via variable substitution). When to use: Look up order status, check inventory, or call a webhook to log the conversation trigger. Supports GET and POST, custom headers, and error fallback paths.
Reply Time node
Displays the estimated response time to the visitor ("Average reply time: 2 hours"). The value is pulled from your workspace settings. When to use: Just before a Request Agent node, to set expectations when agents are busy.
AI Bot node (branch)
Hands the conversation off to Vex AI mid-workflow. Vex takes over and answers the visitor's questions using your knowledge sources. When to use: Triage with a workflow first (collect name, topic, email), then let Vex handle the Q&A rather than scripting every possible answer.
Custom Bot node
Calls another workflow from within this one. Useful for reusing a sub-flow (a standard "collect email" sequence, for example) across multiple workflows. When to use: You have a common sequence that appears in multiple workflows — build it once, reuse with this node.
Link node
Sends the visitor a clickable link — to a URL, to a KB article, or to a form. When to use: Direct the visitor to a pricing page, a documentation article, or a standalone form instead of collecting their input inside the chat.
Next step
Now that you know the nodes, learn how to target your workflow to specific pages: Target a workflow to specific pages.