Steps, branches and outputs | Knowledge Center

Steps are the building blocks of a tool or workflow. Each step does one thing: fetch information, talk to the customer, transform data, or decide where the flow goes next. You combine them on the canvas to build its logic.

The steps

Steps are grouped by what they do. See Step availability to check which steps your workspace supports and which CM.com applications they require.

Reuse

Run existing tool runs a tool you already built as a step inside this one. Build something once, use it everywhere.
Run existing workflow runs another workflow in the same automation workspace and returns its result.

Get information

Search knowledge finds information in your knowledge base.
Search product feed finds products in your product feed.
Get CDP data looks up a customer or another entity in your customer data platform.
Get Conversation transcript reads the messages from a conversation in a workflow.

Get input

Ask user asks the customer one question and validates the answer.
Prompt agent lets AI collect multiple details from the customer in a natural conversation.

Process data

Call API connects to an external system to fetch or send data.
Prompt AI model generates, classifies, extracts, or transforms text with an AI model.
Run code runs Python for custom logic or calculations.

Control flow

If / else branch continues down one of several paths based on a condition.
Go to step continues the flow from another step, to repeat earlier steps or skip ahead.
Wait pauses a workflow until a duration or scheduled time has passed.

Take action

Set language switches the conversation's language.
Push CDP event records an event in your customer data platform.
Send campaign sends an email campaign to a contact from your customer data platform.
Trigger workflow starts an automation workflow from a conversational tool without waiting for its result.

Finish

Return result ends the tool or workflow and provides its final output.
Handover transfers the conversation to a human or another system.
Route to agent ends the tool and routes the conversation to another agent.

Steps that produce a result store it in a variable. Choose where with Select output variable; later steps can then use that value. Most tools only need the default result variable.
Any text field in a step can contain parameters, variables, and context values. Type / to insert one; the value is filled in when the tool runs.

See Parameters, variables, context and data flow for how data moves through a tool.