Overview
This page ties together everything involved in configuring a process end-to-end. Some of it already has its own dedicated guide — this page links out to those. The rest (node actions, Advanced Settings, Version History, and the webhook/callback/tool-call distinction) doesn’t have a home elsewhere yet, so it’s covered here in full. Already documented elsewhere:- Creating and editing a process, dispositions — Process, Create and Edit Process, Process Dispositions
- Routing calls to a process — Setting Up and Monitoring Incoming Calls, Incoming Call Routing
- Testing a process’s branching logic — Lead Simulator
- Editing a process via AI chat — AI Process Assistant
- Routing by lead data at runtime — Conditional Flow
- Adding a Lead Update Callback — How to Add a Webhook to a Process
- Agent-side tools, knowledge, and prompts — Creating and Editing an Agent, Prompt Builder, Adding Knowledge to Your Agent, FAQ Sets
- Account-level settings (Tool Library, Webhook Alerts, Telephony, etc.) — Account Settings Reference
Webhook, Callback & Tool Call — which one do you mean?
These words get used interchangeably, but they’re genuinely different things in the product. Getting this straight first resolves most of the confusion in everything below.How to set up and test each
Lead Update Callback — Process → Details tab → Advanced Settings → Lead Update Callbacks → + Add Callback. Full setup steps in How to Add a Webhook to a Process. The callback editor includes a built-in Transform & Test panel — paste a sample payload and run it there before saving, no external tool needed. Webhook Call (node action) — Process → Flow tab → open a node → Actions → Webhook Call → set URL, Method, Headers, Body. There’s no built-in test button for this one specifically. Two practical ways to verify it: call the target URL yourself first (with curl or any HTTP client) to confirm it accepts what you’re about to send, or point the URL at a request-capture tool temporarily and push a lead through to see exactly what was sent. Note that the Lead Simulator dry-runs Webhook Call actions by default rather than actually firing them, so it verifies your process’s branching logic but not that the webhook itself was delivered correctly. Agent Tool Call — Agent → Tools tab → Add Tool → choose an Action Type. Test it live from the Agent’s own Try tab — start a conversation and say something that should trigger the tool, then watch it fire.Starting a New Process
There are three ways to begin, beyond building one field-by-field:Node Actions Reference
A Node in the Flow editor holds one or more Node Actions, each with a Trigger (when it fires) and one or more Actions (what it does). These six cover day-to-day process building:There are more action types available under the hood (Transform, Freshdesk tickets, Limechat automation, etc.), but they either require writing code or are used rarely. Ask a technical teammate if a scenario needs one of those.
Advanced Settings Reference
Process → Details tab → Advanced Settings (accordion, below the always-visible Title/Description/Process type fields).There’s also a separate scripted test-suite builder for process logic (distinct from the Lead Simulator). Ask a technical teammate if you need automated regression tests for a process.
Version History
Process editor → ··· (More) → History. Browse past saved versions with a diff view (Steps / Dispositions / Call Windows / Advanced, each marked Modified or Unchanged). Restore this version loads the old version’s content back into the editor — it does not save automatically, so you still need to click Save Changes afterward. Use this when a recent change broke something and you need to roll back to what was working before, without losing track of exactly what changed.How Calls Actually Happen
Useful context for debugging “why did it call, or not call” — three distinct paths a call can take:- Incoming call — a caller dials in, and the system works out which process/flow should handle it: if it’s a returning lead already partway through a journey, it uses that lead’s current state’s Make Call settings; otherwise it falls back to the process’s own first Make Call action; otherwise it falls back to whatever’s set for that phone number in Project Settings (see Incoming Call Routing). Once resolved, the lead/activity starts being tracked from that call onward.
- Outgoing scheduled call — a Schedule Call node action computes a future time and queues it. When that time arrives, the queue hands off to place the actual call, and the result updates the lead once the call ends.
- Immediate call — the Immediate Call Advanced Setting genuinely skips the queue rather than just scheduling with no delay: the call is placed the moment the lead enters the process.