Flow Builder: native actions and the Contact action node

Overview

Beyond talking to the contact, a Flow Builder flow can run platform actions along the way: tag the contact, log a note, write an attribute, create a contact, open a new conversation, or leave a private note. This is done with action nodes.

The highlight is the Contact action node (Contacts category): a dedicated node that exposes exactly the actions that operate on the contact record, with the right fields ready to go. For the other platform actions, the generic Conversa Labs action node (system action) can run them too.

Prerequisites

• The Flow Builder module enabled for the account (an optional capability by plan/flag).
• Admin permission to create and publish flows.
• For the create conversation action, a destination inbox.
• For conditions/values on a contact custom attribute, the attributes defined on the account (they load automatically in the node pickers).

Step by step

How to add a Contact action node to a flow:

1. Open the flow in the Flow Builder.
2. In the node palette, find the Contacts category and drag the Contact action node onto the canvas.
3. Connect it to the point in the flow where the action should happen.
4. In the side panel, choose the action (for example, Add contact label) and fill in the fields. In the attribute and value fields, the options are loaded automatically — no free text.
5. For create conversation, select the inbox and, if you want, the initial status and first message.
6. Test the flow and publish it.

Settings & options

Native nodes/actions available in flows:

• Auto-loading picker: when you configure the action, the contact's custom attributes and their values appear automatically — you select, you don't type.
• Private note in flows: adding a private note, previously available only in Automations and Macros, now also runs inside a flow.
• Contract and email-to-team actions: sending or creating a contract from a template (requires the Contracts module) and sending an email to the team now publish and run correctly inside the action node. The Add SLA action is not available in flows — use it in Automations or Macros.

Use cases

• Tag mid-flow: when the contact picks a menu option, add the matching label to the contact.
• Escalate to another inbox: create a new conversation in an advanced-support inbox when the flow detects a complex case.
• Record context: write a custom attribute (for example, interest = annual-plan) during qualification.
• Alert the team: leave a private note with the summary gathered in the flow, without sending anything to the contact.

Tips, limits & best practices

• Loop safety: contact actions honor loop protections — design the flow so it doesn't trigger chained updates.
• Create contact deduplicates: the same person (email/phone/identifier) is reused, with no duplicates.
• Create conversation needs an inbox: with no inbox selected, the action won't run.
• Admins only: native actions require admin permission to be assembled in the flow.
• Prefer the Contact action node when you only need to touch the record — it brings the right fields ready.

Troubleshooting

• I can't find the Contact action node: confirm the Flow Builder is enabled and that you have an admin role.
• The action didn't run in the flow: check the node is connected to the right path and that the required fields are filled in.
• Create conversation failed: confirm an inbox was selected on the node.
• The condition/attribute value doesn't appear: values are loaded from account data — confirm the attribute exists and has recorded values.

See also

• Flow Builder: visual conversational flows
• Contact automations: triggers and actions on the record
• Macros: reusable actions in one click