Summary
| Node | Category | What It Does |
|---|---|---|
| Start | Branches | The entry point. Every recipient begins here. |
| Call | Actions | Places an outbound call with one of your agents. |
| SMS | Actions | Sends a text message. |
| Time Delay | Delays | Pauses the flow for a fixed amount of time. |
| Wait Until | Delays | Pauses the flow until a specific date or until a recurring window opens. |
| Branch | Branches | Routes recipients down different paths based on conditions. |
Start
The Start node is the entry point for every recipient. It’s on the canvas by default and can’t be deleted. You choose how the journey gets triggered on the Start node — see Start Blocks.Call
Places an outbound call with one of your agents. Configure:- Phone number — the number the call will come from
- Agent — which agent handles the call
SMS
Sends a text message to the recipient. Configure:- Phone number — the number the message is sent from
- Message — the message body
The Conversation Doesn’t End at the First Send
An SMS node sends one outbound message — but it doesn’t have to stop there. If the sending number has an AI agent attached, that agent picks up the thread from the moment the message goes out. When the recipient replies, the agent reads the reply and decides what to do: draft a response, use one of its tools to look something up, or hand the conversation off to a human teammate. A back-and-forth can play out across many messages, minutes, or hours, with the agent holding the thread on its own. In other words, a single SMS step in a journey can kick off a real two-way conversation — not just a one-way blast. And because voice and SMS share the same contact history, an agent that later answers a call from the same recipient can reference whatever was just discussed over text. See SMS for the full breakdown of how agent-driven SMS works.Time Delay
Pauses the recipient on this node for a fixed amount of time before moving on. Configure:- Amount — a whole number
- Unit — minutes, hours, or days
Wait Until
Pauses the recipient on this node until a specific moment, rather than for a fixed duration. There are two modes: Specific date and time. Hold the recipient until a given date and time. You can also specify the timezone to interpret that time in. Recurring window. Hold the recipient until the next time a recurring window opens — for example, “until 9:00 AM on the next weekday.” You pick the days of the week (weekdays, weekends, or a specific day) and the time of day. You can also specify the timezone. Use Wait Until when you want the next step to happen at a sensible hour in the recipient’s timezone, rather than immediately after the previous step finished.Branch
Routes recipients down different paths based on conditions you define. Each branch is a condition; if a recipient matches the condition, they go down that branch. If no condition matches, they go down the default branch. Configure a list of conditions, each of which compares a field to a value using an operator. Available operators:| Operator | Meaning |
|---|---|
equals | Field equals the value |
not_equals | Field does not equal the value |
contains | Field contains the value as a substring |
starts_with | Field starts with the value |
ends_with | Field ends with the value |
is_empty | Field has no value |
is_not_empty | Field has a value |
- Journey data — any field you defined in the journey data schema (customer tier, account type, region, etc.)
- Recipient state — the recipient’s current status or retry stage
- Call outcome — the status, who answered, retry stage, or tags from a Call node earlier in the flow
- Route recipients differently based on whether a previous call was answered by a person, hit voicemail, or went unanswered
- Send a different follow-up path for VIP customers vs. standard customers
- Skip the follow-up for anyone already tagged as “opted out”