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Workflows

A workflow is a reusable set of actions your agent can trigger during a call — like looking up a customer in your system, sending a WhatsApp message, or calling one of your own APIs. Build a workflow once, then enable it on any agent that needs it.

You create and manage workflows from Workflows in the main sidebar. Enabling a workflow for a specific agent happens separately, on that agent's Workflows tab — see Using Workflows in Your Agent.

Workflow categories​

Every workflow belongs to one of three categories, based on when it's meant to run during a call:

CategoryWhen it runs
Pre-callBefore the call starts
During-callWhile the call is in progress
Post-callAfter the call ends

The Workflows page has a tab for each category — pick the right tab before creating a workflow.

Creating a workflow​

  1. Go to Workflows in the main sidebar.
  2. Select the category tab (Pre-call, During-call, or Post-call) you want the workflow to belong to.
  3. Click Create Workflow.
  4. Give it a descriptive name — something that tells you what it does at a glance, like "Check Order Status" or "Notify Support Team".
  5. Leave Enable workflow on (it's on by default) so it's available to assign to agents right away.
  6. Add one or more actions (see below).
  7. Click Create Workflow to save.

Every new workflow starts with one action already added, so you're not staring at a blank form — you can edit or remove it right away.

Adding an action​

Each workflow is made up of one or more actions. Click Add Action to add another, and use the list on the left of the dialog to switch between actions you've already added.

Action name​

Give the action a short, code-friendly name, like check_order_status or notify_support. This is the name your agent uses internally to identify the action, so only letters, numbers, _, and - are allowed — spaces you type are automatically converted to underscores.

Method and URL​

Set the HTTP method (GET, POST, PUT, PATCH, DELETE) and the endpoint URL the action should call. You can include variables in the URL — see Using variables below.

Headers​

Switch to the Headers tab to add any headers the request needs, as key/value pairs. Press Enter in a row to add another one.

Body​

Switch to the Body tab to write a JSON request body. You can use variables here too, and the Format button will clean up and indent your JSON for you.

Auth​

Switch to the Auth tab if the endpoint needs authentication:

Auth typeWhat you provide
No AuthNothing — the request is sent as-is
Basic AuthUsername and password
Bearer TokenA token, sent as an Authorization: Bearer header
API KeyA key name and value, sent either as a header or a query parameter

Testing an action​

Click Test next to the URL field to try the request without saving the workflow first. HuskyVoice fills in sample values for any variables you've used so you can see the resolved URL, run the request, and inspect the response — status, timing, size, and the full response body.

Importing from cURL​

If you already have a working request as a cURL command (for example, copied from your API's documentation or from your browser's dev tools), click Import cURL, paste it in, and HuskyVoice fills in the method, URL, headers, body, and auth for you automatically.

Using variables​

Click the { } button next to a field to insert a variable — a placeholder that gets replaced with real call details when the action actually runs. Variables are grouped by category:

CategoryVariables
CustomerCustomer Name, Customer Phone, Customer Email
CallCall Summary, Call Outcome, Call Duration, Call ID
AgentAgent Name

For example, a URL like https://api.example.com/customers/{{customer_phone}} will be sent with the actual caller's phone number in place of {{customer_phone}} on every call.

Managing existing workflows​

Each workflow card on the Workflows page shows how many actions it has and how many agents currently use it, along with a row of actions:

  • Edit — open the workflow to change its name or actions.
  • Duplicate — create a copy you can customize independently. Use this if you need slightly different behavior for one agent instead of changing a workflow that other agents also rely on.
  • View Usage — see exactly which agents have this workflow enabled, and whether it's enabled or disabled for each one.
  • Enable / Disable — turn the whole workflow on or off without deleting it.
  • Delete — remove the workflow permanently.

Note: A workflow is shared. If you edit one that's already enabled on several agents, every one of those agents is affected. Duplicate it first if you only want to change it for one agent.

Next Steps​