Workflows - Annie Docs

Workflows define multi-step processes your agent can execute. Unlike FAQs (which are single question-answer pairs), workflows handle complex interactions with branching logic. Use workflows for:

Appointment scheduling
Patient intake collection
Multi-step qualification processes
Anything requiring back-and-forth conversation

Example: Creating a Workflow

Here’s how to create a basic workflow using the API:

const response = await fetch(
  "https://api.helloannie.com/v1/bots/YOUR_BOT_ID/workflows",
  {
    method: "POST",
    headers: {
      "Authorization": "Bearer YOUR_API_KEY",
      "Content-Type": "application/json"
    },
    body: JSON.stringify({
      title: "Collect Patient Information",
      description: "Gathers basic patient details for new callers",
      enabled: true,
      steps: [
        {
          title: "Get Name",
          order: 0,
          description: null,
          instructions: "Ask for the patient's full name.",
          examples: [
            "Can I get your full name?",
            "What name should I have on file?"
          ]
        },
        {
          title: "Get Date of Birth",
          order: 1,
          description: null,
          instructions: "Ask for the patient's date of birth to verify their identity.",
          examples: [
            "And what's your date of birth?",
            "Can you confirm your birthday for me?"
          ]
        },
        {
          title: "Get Reason for Call",
          order: 2,
          description: null,
          instructions: "Ask why they're calling today.",
          examples: [
            "How can I help you today?",
            "What are you calling about?"
          ]
        }
      ]
    })
  }
)

const { data } = await response.json()
console.log(data.workflow)

curl -X POST https://api.helloannie.com/v1/bots/YOUR_BOT_ID/workflows \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "title": "Collect Patient Information",
    "description": "Gathers basic patient details for new callers",
    "enabled": true,
    "steps": [
      {
        "title": "Get Name",
        "order": 0,
        "description": null,
        "instructions": "Ask for the patient'\''s full name.",
        "examples": ["Can I get your full name?", "What name should I have on file?"]
      },
      {
        "title": "Get Date of Birth",
        "order": 1,
        "description": null,
        "instructions": "Ask for the patient'\''s date of birth to verify their identity.",
        "examples": ["And what'\''s your date of birth?", "Can you confirm your birthday for me?"]
      },
      {
        "title": "Get Reason for Call",
        "order": 2,
        "description": null,
        "instructions": "Ask why they'\''re calling today.",
        "examples": ["How can I help you today?", "What are you calling about?"]
      }
    ]
  }'

Realistically, you’ll want to add more steps to handle the full interaction, such as additional qualifying questions or follow-up steps. You can add more steps to the workflow as needed.

Workflow Structure

Each step has:

title — What the step is called
description — Optional description of the step (can be null)
instructions — Guidance for Annie on what to do
examples — Sample phrases Annie might use
order — The sequence of steps (starting at 0)
action — Optional action tool to execute
actionMetadata — Optional metadata for the action
childSteps — Optional nested steps for branching logic

A Note on Actions

Actions allow Annie to perform tasks during a workflow step, such as searching for appointments, booking, or transferring calls. Actions integrate with your practice management system to execute real operations.

Actions are not yet fully documented. We recommend testing workflows without actions (non-scheduling use cases) until more documentation is released on configuring custom actions that integrate with your systems.

`TRANSFER_CALL`

TRANSFER_CALL supports either a saved forwardingNumberId or inline transfer metadata. The inline form accepts name, phoneNumber, and an optional extension.

{
  "title": "Transfer to Front Desk",
  "order": 0,
  "description": null,
  "instructions": "If the caller asks for a human, transfer them to the front desk.",
  "action": "TRANSFER_CALL",
  "actionMetadata": {
    "name": "Front Desk",
    "phoneNumber": "+15551234567",
    "extension": "w123#"
  }
}

The extension field is optional. It supports DTMF characters 0-9, *, #, A-D, w, and W. In templated workflows, you can also use {{variable}} placeholders for the extension.

Listing Workflows

const response = await fetch(
  "https://api.helloannie.com/v1/bots/YOUR_BOT_ID/workflows",
  {
    headers: { "Authorization": "Bearer YOUR_API_KEY" }
  }
)

const { data } = await response.json()
// data.workflows contains an array of workflow objects

import requests

response = requests.get(
    "https://api.helloannie.com/v1/bots/YOUR_BOT_ID/workflows",
    headers={"Authorization": "Bearer YOUR_API_KEY"}
)

data = response.json()["data"]
# data["workflows"] contains an array of workflow objects

curl https://api.helloannie.com/v1/bots/YOUR_BOT_ID/workflows \
  -H "Authorization: Bearer YOUR_API_KEY"

Workflows are powerful but complex to configure from scratch. We recommend starting with templates, which give you pre-built workflows you can customize.

Workflows API

See the full API reference for workflow endpoints.

​Example: Creating a Workflow

​Workflow Structure

​A Note on Actions

​TRANSFER_CALL

​Listing Workflows

Workflows API

Example: Creating a Workflow

Workflow Structure

A Note on Actions

`TRANSFER_CALL`

Listing Workflows