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Workflow blocks

Workflow blocks

Reference for every block you can add in the Workflow Builder, generated from the block registry.

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Every block you can add in the Workflow Builder, with its configurable fields, outputs, and limits. Pages are generated from the block registry, so they stay in sync with the product.

Triggers

BlockWhat it does
Conversation MessageTrigger workflow when a customer sends a new message on a Zendesk messaging channel (Sunshine Conversations).
GmailTrigger workflow when new emails are received in Gmail
Google SheetsTrigger workflow when Google Sheets data changes
OutlookTrigger workflow when new emails are received in Outlook
RSS FeedTrigger workflow when new items are published to an RSS feed
ScheduleTrigger workflow on a cron schedule
WebhookTrigger workflow via HTTP webhook

Logic & control

BlockWhat it does
Validate Response LinksCheck that all URLs in a response are from allowed KB sources
Write Audit LogPersist an audit record for automated ticket actions
ConditionBranch the workflow based on a boolean expression
Database QueryExecute SQL queries against your database
DelayPause the workflow for up to 30 seconds before continuing the next step.
FunctionRun custom JavaScript code within your workflow
GuardrailsValidate outputs, detect hallucinations/PII
HTTP RequestMake HTTP requests to any API endpoint
LoopIterate over items, a fixed count, or while a condition is true
MergeReconnect branches after a Condition or Router. Runs when at least one predecessor executed; passes through the active branch's output.
ParallelExecute a branch once per item and then continue after join
HTTP ResponseSends a structured HTTP reply (body, status, headers) back to the caller. Use as the final step of an API-triggered workflow.
RouterBranch into N paths via boolean predicates or AI classification.
TransformTransform and reshape data between steps

AI

BlockWhat it does
ClassifyClassify content into predefined categories using AI
Generate TextGenerate text using AI models
Transcribe AudioConvert audio files to text using speech-to-text AI

Integrations

BlockWhat it does
Search Knowledge BaseSearch synced knowledge base documents using semantic search with automatic reranking
Execute SQL StatementRun a read-only SQL statement against a Databricks SQL warehouse
List SQL WarehousesList available Databricks SQL warehouses
Test Databricks ConnectionVerify Databricks connectivity and SQL warehouse visibility
Scrape URLScrape content from a URL
Search WebSearch the web with Firecrawl
Add LabelAdd label(s) to a Gmail message
Archive EmailArchive a Gmail message (remove INBOX label)
Delete EmailDelete a Gmail message
Draft EmailCreate a draft email in Gmail
Mark as ReadMark a Gmail message as read
Mark as UnreadMark a Gmail message as unread
Move EmailMove a Gmail message to a label
Read EmailRead a Gmail message by ID
Remove LabelRemove label(s) from a Gmail message
Search EmailSearch Gmail messages with a query
Send EmailSend an email via Gmail
Append to Google DocAdd content to the end of a Google Doc
Read Google DocRead a Google Doc and return plain text
Replace Google Doc ContentsOverwrite the entire body of a Google Doc
Google Drive: Read FileRead Google Docs/Sheets or download files and return text
Append Row to Google SheetAdd new rows to the end of a sheet
Read from Google SheetRead rows from a Google Sheet range
Update Row in Google SheetOverwrite cells at a specific range (e.g. Sheet1!A2:E2)
Create CompanyCreate a HubSpot company
Create ContactCreate a HubSpot contact
Create TicketCreate a ticket in HubSpot
Get CompaniesList HubSpot companies (or fetch one by ID/domain)
Get ContactsList HubSpot contacts (or fetch one by ID/email)
Get DealsList deals in HubSpot
Get TicketGet a ticket by ID in HubSpot
Get UsersList users/owners in HubSpot
Search CompaniesSearch HubSpot companies
Search ContactsSearch HubSpot contacts
Search TicketsSearch tickets in HubSpot
Update CompanyUpdate a HubSpot company
Update ContactUpdate a HubSpot contact
Update TicketUpdate a ticket in HubSpot
Create ContactCreate a contact in Intercom
Create TicketCreate a ticket in Intercom
Delete ContactDelete a contact in Intercom
Get ContactGet a contact by Intercom ID
Get ConversationGet a conversation by ID
Get TicketGet a ticket by ID in Intercom
List AdminsList the admins (teammates) in your Intercom workspace and return them for downstream use.
List ContactsList contacts in Intercom
Reply to ConversationReply to an Intercom conversation
Search ContactsSearch contacts in Intercom
Update ContactUpdate a contact in Intercom
Create TicketCreate an issue in Linear
Find IssuesSearch for issues in Linear with optional filters
Update IssueUpdate an issue in Linear
Send EmailSend an email via Resend
ServiceNowCreate, read, update, and delete ServiceNow records
ShopifyManage products, orders, customers, and inventory in your Shopify store
Send Slack MessageSend a message to a Slack channel
Add Comment / ReplyAdd a public reply or internal note to a ticket
Add TagsAdd tags to a ticket for classification and tracking
Apply MacroApply a predefined macro to a ticket
Assign TicketAssign a ticket to an agent or group
Close TicketMark a ticket as solved with optional closing message
Create Custom Object RecordCreate a new custom object record
Create TicketCreate a new Zendesk ticket
Create UserCreate a new Zendesk user
Delete Custom Object RecordDelete a custom object record by ID
Get ConversationFetch a Sunshine Conversations conversation, including current switchboard control.
Get Custom Object RecordFetch a Zendesk custom object record by ID
Get OrganizationGet organization details for B2B context
Get TicketFetch a Zendesk ticket by ID and return its full data object for downstream use.
Get Ticket CommentsGet conversation history for a ticket
Get Ticket ContextGet complete ticket context (ticket, conversation, customer, assignee, organization) optimized for AI
Get UserFetch a Zendesk user by ID
Get User TicketsGet ticket history for a customer
List AgentsGet available agents for ticket assignment
List Custom ObjectsList all custom object definitions in the Zendesk account
List GroupsGet all available groups for routing tickets
List MacrosGet available macros for ticket automation
Pass Conversation ControlPass switchboard control to another integration (e.g. escalate to a human agent).
Post Conversation MessageSend a business-authored message on a Sunshine Conversations conversation (messaging channels).
Release Conversation ControlRelease switchboard control back to the default integration (per marketplace bot SHOULD).
Remove TagsRemove tags from a ticket
Search Custom Object RecordsSearch custom object records by query string
Search TicketsSearch for Zendesk tickets
Set Lookup FieldSet a lookup relationship field on a ticket to a custom object record by ID, name, or external ID
Set Ticket PrioritySet the priority level on a Zendesk ticket (low, normal, high, or urgent).
Set Ticket TypeSet ticket type (problem, incident, question, task)
Update Custom Object RecordUpdate an existing custom object record
Update TicketUpdate ticket with comment, status, tags, priority in one API call. Comment text supports markdown — see the Comment field description for the rendering contract.
Upsert Custom Object RecordCreate or update a custom object record by external ID or name

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