Workflow Builder v2 (Beta)

The Workflow Builder v2 is a completely redesigned way to create, test, and manage your automation workflows in ArminCX. It replaces the original builder with a visual, drag-and-drop canvas — and adds a built-in AI assistant to help you build faster.

Note: The new builder is currently in Beta. Your existing workflows and the original builder remain fully functional. Nothing breaks when you try this.

Getting Started

Go to Automations → Workflows and click "New Builder (Beta)". You can also open any existing workflow in the new builder — no migration needed.

The Visual Canvas

The builder works on a drag-and-drop canvas. You design your workflow by placing nodes and drawing connections between them.

Node Types

Every workflow is built from nodes. Each node is one step in your automation.

Trigger

The starting point — what kicks off the workflow. Options:

• First Message — fires when a new conversation starts

• Ticket Updated — fires when a ticket is modified

• Webhook — fires from an external system via URL

• AI Trigger — fires automatically when the AI detects a matching customer intent

You can add channel filters (Email, WhatsApp, Web Widget, Socials) and extra conditions directly on the trigger node.

Action

Where the actual work happens. Action nodes can:

• Run integration actions — Shopify, Billbee, Monta, Asana, Klaviyo, and more

• Send an AI Message — generate a response using AI

• Extract Data — pull structured information from the conversation

• Run core actions — send messages, update tickets, assign agents, add tags, etc.

Each action node has an approval setting: run automatically, or pause and wait for a human to approve before it executes.

Condition

A Yes/No branching point. Two evaluation modes:

• AI-based — the AI reads the conversation context and decides

• Static rules — explicit field-based logic (e.g. "ticket tag equals VIP")

Router

Like a Condition, but supports more than two paths. Each path has its own condition, plus a fallback path for when nothing matches. Use this for multi-step decision trees.

Path

A merge point. When multiple branches need to come back together into a single flow, connect them to a Path node.

End

Marks the end of a branch. Every branch in your workflow must finish with an End node.

Sticky Notes

Add notes directly on the canvas — visible only to your team. Useful for documenting logic, leaving reminders, or explaining complex sections to teammates.

Armin AI Co-Pilot

The new builder has Armin built in — an AI assistant you can talk to while building. Open it with Cmd+J (or click the Armin button in the header).

Just describe what you want in plain language:

• "Add a Shopify get order action after the trigger"

• "Create a condition that checks if the customer is a VIP"

• "Connect the AI message node to the end node"

Build Mode vs. Ask Mode

Build mode — Armin directly modifies your workflow (adds nodes, connects steps, configures settings).

Ask mode — Armin answers your questions without touching anything.

Switch between them with Cmd+M.

@Mention Nodes

Type @ in the Armin chat to reference a specific node. This makes modifications more precise — Armin knows exactly which step you mean.

Plans

Before making big changes, Armin shows you a structured plan of what it's about to do. You approve it before anything changes.

Checkpoints

Armin automatically saves a snapshot of your workflow before every change. If you don't like the result, restore any previous checkpoint directly from the chat — or ask Armin to create one manually at any time.

Testing

Flow Tester

Test your full workflow without publishing it. The Flow Tester simulates a real ticket conversation step by step.

Click "Test Flow" in the top-right header to start. From there you can:

• Walk through each node and see its result

• Simulate customer messages to test different paths

• Retry individual steps without re-running everything

• Resume from any point in the flow

• Test your latest unpublished changes — no need to publish first

Single Node Testing

Need to test just one step? Hover over any node on the canvas and click "Run" in its toolbar. It executes that node in isolation and shows the result immediately.

The test context is pre-populated from your most recent Flow Tester run, so the node gets realistic input data automatically.

Workflow Analytics

Track how your workflows perform once they're live.

• Workflow-level stats — total executions, success rates, trends over time

• Step-level analytics — individual success rate and execution time per node

• Visual indicators on the canvas show at a glance how each step is performing

Access analytics by clicking the chart icon on any node's toolbar, or from the analytics panel in the header.

Publishing & Execution

Auto-Save

Changes are saved automatically as you work.

Publishing

Click "Publish" in the header when you're ready to go live. Only published workflows run in production. The Flow Tester always uses your latest unpublished changes, so you can test freely before publishing.

Execution Modes

Triggering Workflows

• AI Trigger — the AI fires the workflow automatically when it detects a matching customer intent. Add an AI Prompt to the trigger node describing when it should activate.

• Manual — trigger any published workflow directly from a ticket in the inbox.

Cross-Channel Support

One workflow handles all your channels. Workflows run across Email, WhatsApp, Web Widget, and Social Media (Instagram, Facebook, TikTok, YouTube, and more).

Use channel filters on the trigger node to scope a workflow to a specific channel when needed.

Keyboard Shortcuts

Canvas

Armin Chat

FAQ

Can I still use the original workflow builder? Yes. The original builder remains fully functional. You can open any workflow in either builder at any time.

Do I need to re-publish my workflows? Only if you make changes in the new builder. Existing published workflows continue to run as-is without any action needed.

Is the new builder available for my organization? The new builder is currently in Beta and available to select organizations. Contact support if you'd like early access.

What happens if I don't like changes the AI made? Armin creates an automatic checkpoint before every change. You can restore to any previous state directly from the chat panel.

Need Help?

Reach out via the in-app chat or at support@chatarmin.com.