Configure workflow blocks

Click a block on the Workflow canvas to configure it. Add blocks from the picker or by right-clicking empty canvas space, then connect them to the path that should reach them.

Conditions and timing

Block	Use it to
If / else	Check ticket fields and follow the matching or non-matching path. Combine rules in groups when needed.
Wait for	Pause the workflow before continuing. Configure its duration and any cancellation or timeout behavior shown.

A wait delays the next step of that run. It does not combine several incoming messages into one run.

AI steps

Block	Result
Prepare context	Generates or refreshes an internal conversation brief grounded in available knowledge.
Triage message	Suggests priority, routing, and labels without applying ticket changes.
Draft reply	Creates a draft for human review without sending it.

Use optional Instructions to guide the step. Keep them specific to the result you want and use the available variables when needed. Instructions do not grant new permissions. AI steps use workspace credits during real runs. Automatic customer reply sending is not available in this editor.

Ticket actions

Block	Effect
Set status	Changes the ticket to a workspace status.
Set priority	Applies a workspace priority.
Assign ticket	Assigns an active teammate or routes the ticket to a team.
Unassign	Clears the owner, team, or both. Followers remain on the ticket.
Update labels	Adds or removes the selected workspace labels.
Snooze ticket	Snoozes for one minute to 30 days. An already-snoozed ticket keeps its existing wake time.

Ticket actions apply changes during a real run. The suggestions from Triage message do not automatically become input to these actions; configure the values you intend. Snooze ticket changes the ticket and continues the workflow immediately. Use Wait for when the next workflow step should be delayed.

Send an HTTP request

Send HTTP request sends a POST request to an HTTPS endpoint with an application/json body.

Enter the destination URL.
Add any headers the service requires.
Enter a JSON object in Body.
Type {{ inside a JSON string to choose an available variable.
Check the configuration, save the workflow, and verify delivery in a controlled real run.

Example body:

{
  "ticketId": "{{conversation.id}}",
  "workspaceId": "{{workspace.id}}",
  "workflowId": "{{automation.id}}",
  "runId": "{{run.id}}",
  "event": "{{trigger.type}}"
}

Those five variables are supported in body string values. Do not use variables in JSON field names. The body must be a JSON object and fit within 16 KB. Header values are hidden after saving; leave a saved value in place or type a replacement. Use the header fields for credentials instead of putting them in the URL or example body. The request runs through a delivery queue. Completing the workflow step does not prove that the receiving service accepted it. Check attempts, responses, and retries in Run details.

Send a Telegram notification

Choose an active Telegram bot connection or create one for the intended chat. This block sends fixed workflow-run metadata to the chat pinned to that connection. It does not include ticket content. Incoming webhooks, outgoing HTTP requests, and Telegram notifications are separate connections. Connecting Linear to Evelin does not configure these destinations.

Get started

Conversations

Customers

Evelin

Channels

Help Center

Workspace

Plans and billing

Configure workflow blocks

Conditions and timing

AI steps

Ticket actions

Send an HTTP request

Send a Telegram notification

​Conditions and timing

​AI steps

​Ticket actions

​Send an HTTP request

​Send a Telegram notification

Conditions and timing

AI steps

Ticket actions

Send an HTTP request

Send a Telegram notification