Build an agent workflow

Open Builder Studio

Open My Agents, choose an agent, and select Builder when you want to design and review the agent’s workflow visually. Builder Studio shows the current workflow as a list and graph so you can understand the customer journey before you publish it.

If you are creating a new agent, you can also start from the Builder entry point and choose an existing agent or create a new draft. A draft is required before the workflow can be reviewed or changed.

Choose a starting template

Builder Studio groups templates by the type of work they support:

• Retail — Product ordering and fulfillment choices such as shipping, pickup, or both.
• Services — Appointment, qualification, paid appointment, quote, or handoff journeys.
• Hybrid — A business that supports both products and services.

Select a template that matches the main customer journey. The template is a starting point, not a permanent lock. After it is applied, you can customize the workflow and review its steps.

If no template fits, choose Start from scratch. The guided questions ask about the business type, channels, abilities, approval points, and connected systems. Select Generate Workflow to create a proposal you can review and customize.

Review and customize the workflow

After a template is applied, the panel confirms Template applied! and shows the workflow on the canvas. You can:

• Select Show Graph or Hide Graph to change the visual view.
• Select a node to open its details.
• Review the node’s description, capabilities, tools, and whether setup is required.
• Use the builder conversation to ask for a new step, ability, governance rule, or change to an existing part of the flow.
• Select Proceed to Review when the proposed changes are ready for the next check.

The builder presents user-facing steps such as channels, routing, specialists, flow steps, checkout, handoff, connectors, policies, approvals, and tasks. These labels describe what the agent does; they are not a promise that every step is available for every business or plan.

Keep workflow changes in the draft

Changing a workflow updates the agent draft. The panel may show a notice such as The draft changed. Publish and activate it separately when ready. This means customers continue to use the previous live configuration until you intentionally publish the new one.

Workflow choices can make other requirements appear. For example, a service workflow may need a connected calendar, while a product workflow may need a catalog and fulfillment configuration. Use the readiness panel to see the exact missing item instead of treating a template selection as activation.

When to use Builder versus Guided configuration

Use Builder when you want to understand the sequence of customer-facing steps or change the structure of the journey. Use Guided configuration when you want to answer focused setup questions or fill in business details. Both update the agent’s draft and follow the same publish and activation lifecycle.

For the available customer journeys, see Workflows overview. For the final checks, read Review agent readiness and Publish and activate an agent.