> ## Documentation Index > Fetch the complete documentation index at: https://docs.cura.so/llms.txt > Use this file to discover all available pages before exploring further. # Choosing triggers and actions > Every workflow is built from two ingredients: a trigger that decides when it runs, and a set of actions that decide what happens. Every workflow is built from two ingredients: a **trigger** that decides *when* it runs, and a set of **actions** that decide *what* happens. Understanding both helps you pick the right workflow for the outcome you want — and configure it confidently. You don't assemble these yourself; Cura's workflows already pair a trigger with the right actions. This article explains what each one means so the choices on the configuration page make sense. *** ## Triggers: the moment a workflow starts A **trigger** is the single event Cura watches for. When it happens, the workflow begins. Cura's triggers follow the customer journey: * **After our last message** — a message has gone out to a customer. Handy for follow-ups after you (or your AI) reach out. * **When a customer replies** — the customer answers. Useful for routing or tagging based on what they say. * **When an appointment is booked** — a new appointment is made. Ideal for confirmations and reminders. * **When a booking request is confirmed** — a pending request is accepted. * **When an appointment is cancelled** — an appointment is called off. Good for win-back or rebooking messages. * **When an appointment is rescheduled** — an appointment's details change. Useful for sending the new time. * **When a booking request is declined** — a requested booking isn't accepted. A chance to offer alternatives. * **After a consultation completes** — the visit is done. Perfect for aftercare check-ins or review requests. * **After a customer no-shows** — the customer missed their appointment. Good for gentle no-show recovery. * **When a contact goes quiet** — a customer has been silent for a while. Useful for re-engagement. Each workflow has exactly one trigger, set by its template. You'll see it named on the workflow's page so you know what sets it in motion. A workflow open in Cura showing its configuration and recent activity ## Actions: what the workflow does next Once triggered, the workflow runs through its **actions** in order. The building blocks Cura's templates use are: * **Wait** — pause for a set time, or until just before a known moment (e.g. one day before the appointment). This is how reminders land at the right time. * **Send a message** — send text to the customer on their channel. This is the action customers actually see. * **Draft with AI** — instead of fixed text, have the AI write the message at send time toward a goal you set (for example, a warm aftercare check-in). You provide the goal and context on the **Configure** tab. * **Check a condition** — branch based on a detail, so the workflow can do one thing in some cases and another in others (e.g. only follow up if a reply is still needed). * **Add or remove a tag** — label the conversation so it's easy to find and organize later. * **Create a task** — open a task for your team to act on. * **Hand off to a human** — write a draft for a teammate to review and send, instead of sending automatically. You won't add or remove these steps — the template arranges them. What you *can* set are the open details: the message wording (or AI goal and context) and the wait timing, edited on the **Configure** tab. Match the trigger to the outcome. Want fewer no-shows? Choose a **When an appointment is booked** reminder. Want to recover lost bookings? A **When an appointment is cancelled** workflow does the chasing for you. ## How to choose the right workflow 1. **Start with the outcome** you want — fewer no-shows, more rebookings, re-engaged quiet customers. 2. **Find the trigger** that matches that moment in the customer journey. 3. **Open the workflow**, read what its actions do, and set the wording and timing. If a message can't be sent when an action runs — because a channel's messaging rules don't allow it at that moment — Cura stops the run safely rather than forcing it through. *** ### Related articles * [What workflows do](/workflows/what-workflows-are) * [Enabling and configuring a workflow](/workflows/enable-and-configure) * [Scoping a workflow to specific channels](/workflows/scope-to-channels) * [Monitoring workflow runs and analytics](/workflows/monitor-runs-and-analytics)