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Workflow Action Blocks and Tools

Omnix separates automated action blocks into two main categories: Messaging Tools (handling text-based chat channels) and Telephony Tools (handling voice, call routing, and SIP sessions). This document is a complete reference of the available blocks you can configure in the Workflow Builder.

💬 Messaging Workflow Tools (Omnix App)

These blocks execute actions on text channels (Web Chat, WhatsApp, SMS, and Email).

1. Send Message (MessagingSendMessageTool)

Sends an automated response to the contact.

  • Config Parameters:
    • body: Text content. Supports dynamic variables (e.g. {{contact.firstName}}).
    • attachmentUrl: Optional URL for images, PDFs, or audio attachments.
  • Usage: Used for instant auto-replies, greetings, or receipt dispatches.

2. Prompt for Input (MessagingPromptTool)

Asks the user a question and waits for their reply.

  • Config Parameters:
    • promptText: The question text (e.g. “Please enter your 6-digit order ID:”).
    • saveToVariable: The context variable key where the response is stored.
    • validationPattern: Regex pattern to validate response (e.g., numeric input validation).
  • Usage: Essential for gathering customer context or self-service details.

3. AI Agent Handoff (MessagingAIAgentHandoffTool)

Transfers control of the messaging conversation to an autonomous conversational AI agent.

  • Config Parameters:
    • agentId: Selected AI Bot profile.
    • contextData: Initial variables to pass to the bot's system prompt.
  • Usage: Automatically activates a self-service bot during off-hours or triage.

4. Handoff to Human (MessagingHandoffToHumanTool)

Escalates the active thread to the human support queue.

  • Config Parameters:
    • targetQueue: The destination team queue (e.g., technical_support).
    • escalationNote: Automatic internal note appended for context.
  • Usage: Shifts control when customer requests a human or bot confidence drops.

5. End Conversation (MessagingEndConversationTool)

Sets the conversation status to Solved and concludes the flow.

  • Usage: Ends bot workflows when query resolution is achieved.

📞 Telephony & Voice Workflow Tools (TelephonyManager)

These blocks orchestrate live phone call routing, SIP trunks, and voice response synthesis.

1. Answer Call (AnswerTool)

Answers the incoming call stream to begin processing subsequent blocks.

  • Usage: Required at the start of any voice menu or greeting flow.

2. Play Audio (PlayAudioTool)

Plays a pre-recorded audio file to the caller.

  • Config Parameters:
    • audioFileId: Reference to an uploaded .wav or .mp3 asset.
  • Usage: Custom hold music, static announcements, or warning dispatches.

3. Text to Speech (TextToSpeechTool)

Converts dynamic text strings into spoken voice audio.

  • Config Parameters:
    • text: Text template (e.g. “Hello {{contact.firstName}}, your balance is 50 dollars.”).
    • voiceProfile: Select synthesized voice profile (gender, language, accent).
  • Usage: Dispensing account balances, queue positions, or custom personalized greetings.

4. Record Call (RecordCallTool)

Starts or configures recording policies on the active voice channel.

  • Config Parameters:
    • direction: Record agent, caller, or both.
    • showWarning: Play warning beep (“This call is being recorded…”).
  • Usage: Compliance logging and training purposes.

5. IVR Menu (IVRMenuTool)

Plays an audio message and listens for dual-tone multi-frequency (DTMF) key presses.

  • Config Parameters:
    • greetingAudioId: The audio greeting description.
    • timeoutSeconds: Wait time before retry (default is 5s).
    • options: Mappings of keys 0–9 to other workflow blocks.
  • Usage: Front-door routing menus (e.g., “Press 1 for Sales”).

6. Call Queue (CallQueueTool)

Puts the caller into an active phone support queue to ring a pool of extensions.

  • Config Parameters:
    • queueId: ID of the phone queue.
    • holdMusicId: Music to play while waiting.
  • Usage: Hold queues for support teams.

7. Call Forward (CallForwardTool)

Transfers the call session out to an external phone number or a specific extension.

  • Config Parameters:
    • destination: External phone number in E.164 format or internal extension number.
  • Usage: Forwarding call center lines to cell phones after hours.

8. Voicemail (VoicemailTool)

Prompts the caller to leave a message, records the audio input, and creates a linked ticket.

  • Config Parameters:
    • greetingText: TTS message to play before recording (e.g., “Please leave a message after the beep.”).
    • maxDurationSeconds: Max voicemail recording length (default is 120s).
  • Usage: Capture message details when agents are busy.

9. Call AI Agent Handoff (CallAIAgentHandoffTool)

Routes the live voice stream to a Voice AI bot powered by LLMs.

  • Usage: Implements interactive voice bots (voicebots).

10. Call Human Handoff (CallHumanAgentHandoffTool)

Bridges the caller directly to an active human agent's SIP softphone.

  • Usage: Routing call select options directly to individual desks.

11. Hangup Call (HangupTool)

Disconnects the active voice session.

  • Usage: Closing call connections at the end of voicemail or info menus.