Actions (Steps)

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1) Step anatomy and data mapping

• Account / Configure - Connect the account (if required) and set step-specific options.
• Output - Preview the result schema this step produces (or expects). Click Refresh after a Draft run to update it.
• Next step - Choose the next node in the flow.

• Click the lightning icon to open the data tree.
• Pick the Trigger or any previous Step as the source, then click fields to insert them.
• Click the + next to a branch to insert an entire sub-object (for example, the full contact).

• Map phone: {{ trigger.payload.contact.phone }}
• Map contact ID from an upsert step: {{ steps.create_or_update_contact.contact_id }}
• Map booking slot: {{ steps.calendly_get_available_times.slots[0].start }}

• Draft: run safely with test payloads; Output -> Refresh updates schemas.
• Live: runs on real events. Only switch to Live after your test pass.

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2) Thoughtly steps (core)

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A) Call Phone Number

• Inputs
  • Agent - choose which agent places the call.
  • Phone number - map from Trigger/Step (for example, {{ trigger.payload.contact.phone }}).
  • Genius (optional) - attach a specific knowledge base for this call. You can now select a single Genius source, which prevents context hallucinations and helps manage RAG database sizes.
  • Language / Voice (optional) - override the agent defaults per call.
  • Metadata (optional) - JSON key-values injected into the agent for this call only (see Attributes vs Metadata).
    Example: {"campaign":"q4","lead_source":"typeform","priority":2}
• Output - call_id, status, timestamps, duration, provider metadata.
• Warnings
  • Refreshing Output places a real call to the mapped number. Test with internal numbers.
  • Outbound calling restrictions: If you select an agent whose connected phone number has outbound calling disabled, a warning will appear. Enable “Allow Outbound Calls” in the phone number settings to resolve this.
• Typical uses - ad-hoc callbacks, small pilot campaigns.

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B) Call Contact

• Why this vs Call Phone Number? Lets you persist traits as Attributes and reuse them across future calls.
• Prerequisite - obtain a contact_id via Create or Update Contact or Get Contact by Phone Number.
• Inputs - contact_id, optional Genius (can select a single source to prevent context hallucinations and manage RAG database sizes), Language/Voice, Metadata.
• Output - same call telemetry plus contact linkage.
• Warnings: If you select an agent whose connected phone number has outbound calling disabled, a warning will appear. Enable “Allow Outbound Calls” in the phone number settings to resolve this.
• Create or Update Contact - upsert a contact; returns contact_id.
• Get Contact by Phone Number - fetch to avoid duplicates or enrich calls.
• Add Attributes to Contact - set persistent key-values (plan, region, lifetime_value).
• Add Tags to Contact - apply lightweight labels (vip, pilot).
• Add Disposition - write a post-call label or result for analytics.
• Get All Contacts - list contacts for batch processing or export.

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D) Messaging and inbound

• Send SMS - confirmations, links, follow-ups (map to, body).
• Connect Inbound Call - complete the inbound connection after On Inbound Call pre-checks.

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E) Genius source tools

• Add Source to Genius - add new content to a Genius source.
• Edit Genius Source - update a source’s content or metadata.
• Delete Genius Source - remove a source from the Genius knowledge base.
• Get Genius Source Content - fetch the full content for a source.

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3) AI and logic steps

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A) AI

• Extract Fields - structured extraction from text. Example configuration:
  • Input: {{ steps.call_contact.transcript }}
  • Schema: {"email":"text","budget":"number","callback_ok":"boolean"}
• Custom Prompt - generate a summary, label, or next action; feed into Conditions.

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B) Conditions

• Filter - drop records that do not qualify. Example: budget < 100000 -> drop.
• If / Else - binary branch. Example: email matches /.+@.+\..+/ -> valid path; else ask to re-spell.
• Switch - multi-way branch. Example: plan in [basic, pro, enterprise].
• Random Outcome - split traffic for experiments (for example, 80% A and 20% B).

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C) Loop

• Loop on Items - iterate over each item in an array and run nested steps.
• Inputs: array path (for example, {{ steps.salesforce_query.records }}), optional batch size, max items.
• Loop variables: {{ loop.index }} (zero-based), {{ loop.item }} (current object).
• Example: loop contacts -> Call Contact each -> Add Disposition on result.
• Credit usage: Each iteration of a loop step consumes 1 credit (for AppSumo plans) or counts as 1 automation step, the same as regular automation nodes.

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4) Time utilities

• Delay For - pause the workflow for a fixed duration (for example, PT30S).
• Delay Until - pause the workflow until a specific timestamp.
• Get Current Time - return the current time in the selected timezone.
• Get Current Date - return today’s date.
• Get Current Date and Time - return the current timestamp.
• Convert Timezone - convert a timestamp between timezones.
• Convert Date and Time Format - reformat date/time strings (ISO to custom formats).

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5) Webhook and utility

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Webhook

• Send Webhook - POST data to external systems.
  • Headers: include auth (for example, X-API-Token).
  • Idempotency: send an event_id; make downstream receivers idempotent.
  • Retries: design your receiver for retries/backoff.

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Utility

• Get Website Content - fetch and parse HTML or JSON for enrichment.

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6) Scheduling and booking integrations

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Acuity

• Create Appointment - create a new appointment.
• Update Appointment - update an existing appointment.
• Cancel Appointment - cancel an appointment.
• Reschedule Appointment - move an appointment to a new time.
• Get Available Times - return available time slots.
• Get Available Dates - return dates with availability.
• Get Availability in Date Range - return availability within a date range.
• Get Availability in Date Range for Calendars - return availability by calendar in a date range.
• Search Appointments - find appointments by filters.
• Get Appointment Types - list appointment types.
• Get Calendars - list calendars.
• Get Forms - list intake forms.
• Get Form by Appointment Type ID - fetch the form for a specific appointment type.

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Acuity Enterprise

• Create Appointment - create a new appointment.
• Update Appointment - update an existing appointment.
• Cancel Appointment - cancel an appointment.
• Reschedule Appointment - move an appointment to a new time.
• Get Available Times - return available time slots.
• Get Available Dates - return dates with availability.
• Get Availability in Date Range - return availability within a date range.
• Get Availability in Date Range for Calendars - return availability by calendar in a date range.
• Search Appointments - find appointments by filters.
• Get Appointment Types - list appointment types.
• Get Calendars - list calendars.
• Get Forms - list intake forms.
• Get Form by Appointment Type ID - fetch the form for a specific appointment type.

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Cal.com

• Check Booking Availability - check availability for a specific slot or event.
• Create Booking - create a booking for a selected slot.

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Calendly

• Get Available Times - fetch bookable times for an event type.
• Schedule Appointment - schedule a Calendly appointment.
• Get Event Type Availability - check availability for an event type.
• Get Event Type Availability By Organization - check availability across an organization.
• Schedule Event - schedule an event for a user.
• Schedule Event By Organization - schedule an event within an organization.
• Check Availability - check host availability for a time range.
• Schedule Event With Reference - schedule an event with an external reference ID.

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Fence Flow (scheduling)

• Get Available Times - retrieve available appointment slots.
• Get Available Times AI - use AI to resolve availability from conversation context.
• Schedule Appointment - book an appointment.
• Schedule Appointment AI - use AI to choose a slot and book the appointment.

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GoHighLevel (scheduling)

• Get Available Times - retrieve available appointment slots.
• Schedule Appointment - book an appointment.

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Mindbody

• Get Bookable Times - fetch available bookable times.
• Get Bookable Time for All Session Types - fetch availability across session types.
• Add Appointment - create an appointment.
• Get Locations - list locations.
• Add Client - create a client profile.
• Get Client by Email - find a client by email.
• Get Client by Phone - find a client by phone number.

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Zoho Bookings

• Create Appointment - create a new appointment.
• Fetch Appointments - list appointments by filter or date range.
• Reschedule Appointment - move an appointment to a new time.
• Delete Appointment - cancel an appointment.
• Fetch Availability - retrieve available time slots.

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7) CRM and marketing integrations

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Fence Flow (CRM)

• Search Customer - find a customer by name, email, or phone.
• Create Lead from Contact - convert an existing contact into a lead.
• Create Lead - create a new lead record.

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GoHighLevel

• Create Contact - create a contact record.
• Search for Contact - search contacts by fields.
• Create Note - add a note to a contact.
• Retrieve Contact - get a contact by ID.
• Update Contact - update contact fields.
• Delete Contact - delete a contact.

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HubSpot

• Create Contact - create a new contact.
• Retrieve Contact - fetch a contact by ID.
• Update Contact - update contact properties.
• Delete Contact - delete a contact.
• Search Contact - search contacts by criteria.
• Get Deal - retrieve a deal by ID.
• Update Deal - update deal properties.

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Keap

• Create Contact - create a new contact.
• List Contacts - list contacts with optional filters.
• Retrieve Contact - get a contact by ID.
• Update Contact - update contact details.
• Delete Contact - delete a contact.

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Pipedrive

• Create Lead - create a new lead.
• Update Lead - update lead details.
• Get Lead - retrieve a lead by ID.
• Delete Lead - delete a lead.
• Get Leads - list leads.

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Salesforce

• Execute SOQL Query - run a SOQL query and return records.
• Create Object - create a new object record.
• Update Object - update an existing object record.
• Delete Object - delete an object record.
• Add Topic to Object - add a topic/tag to an object.
• Get Access Token - generate an access token for API calls.

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Salesforce Sandbox

• Execute SOQL Query - run a SOQL query and return records.
• Create Object - create a new object record.
• Update Object - update an existing object record.
• Delete Object - delete an object record.
• Add Topic to Object - add a topic/tag to an object.
• Get Access Token - generate a sandbox access token for API calls.

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Zoho CRM

• Search Record - search records by criteria.
• Create Record - create a new record.
• Update Record - update a record.
• Delete Record - delete a record.

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8) Collaboration, sheets, and ops

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Slack

• Send Message - post a message to a channel.
• Send Direct Message - send a direct message to a user.
• Delete Message - delete a message.

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SmartSheet

• Get Sheets - list available sheets.
• Get Row - retrieve a row by ID.
• Get Sheet - fetch sheet details.
• Search Sheet - search rows by query.
• Add Row - add a row to a sheet.
• Update Row - update a row.
• Search Column - find columns by name or ID.

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Trello

• Create Card - create a card in a list.
• Update Card - update card fields.

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Zoom

• Who Am I - return the authenticated user profile.
• Create Meeting - create a meeting.
• Delete Meeting - delete a meeting.
• Get Meetings - list meetings for the user.
• Get Recordings - list or fetch meeting recordings.

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Zendesk

• Create Ticket - create a support ticket.

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9) Error handling and resilience

• Happy path: check explicit success flags (for example, action_status == "ok").
• Retryable: if transient error and retries < 2 -> Delay For PT30S -> retry the step.
• Fallback: after max retries -> Send SMS apology or leverage a Transfer node in the voice flow; create a ticket.
• Timeouts: if an action exceeds the SLA, branch to a graceful path and continue.
• Idempotency: ensure webhook and CRM writes are safe on retry.

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10) Best practices

• Prefer Call Contact when you need persistent history and Attributes; use Call Phone Number for ad-hoc calls.
• Use Metadata for per-call context (temporary); use Attributes for persistent facts. See Attributes vs Metadata.
• Keep expressions simple; move heavy logic into upstream queries or dedicated Conditions.
• Add explicit Else/Default branches to avoid dead ends.
• Test in Draft with safe numbers. Remember: Refreshing Output on call steps places real calls.

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See also

• Automations - Triggers - where automations start.
• Attributes vs Metadata - what to store and when.
• Automations overview - preparing data and contacts before and after calls.
• On Inbound Call trigger - logic before connecting inbound calls.