Workflows

Design multi-step conversation flows with a visual node editor.

Workflows

Workflows let you design structured, multi-step conversation flows using a visual node editor. Unlike single-prompt agents, workflows give you fine-grained control over the conversation path — including branching, conditions, and step-by-step data collection.

When to Use Workflows

Use workflows when you need:

• Structured conversations with a defined sequence of questions
• Branching logic based on caller responses
• Multi-step processes like qualification surveys or intake forms
• Complex routing with conditional transfers or escalation paths

For simple Q&A or open-ended conversations, a single-prompt agent with a knowledge base is usually sufficient.

Workflow Editor

The visual editor lets you build workflows by connecting nodes on a canvas:

Node Types

Node	Description
Start	Entry point — configure initial greeting, language, and background sound
Conversation	A step where the agent speaks and/or listens — define prompts and expected responses
Condition	Branch the flow based on caller input or collected data
Transfer	Transfer the call to a human agent or another number
End	Terminate the call with an optional closing message

Start Node Properties

The Start node configures the initial behavior of the call:

• Welcome message: first thing the agent says
• Language: primary language for the call
• Background sound: optional ambient audio with volume control

Connections

Nodes are connected by edges that define the flow. Each edge can have conditions that determine which path the conversation takes.

Building a Workflow

1. Create a new workflow

   Navigate to Build > Agents, select an agent, and switch to the Workflow tab.

2. Configure the Start node

   Set the welcome message, language, and any initial parameters.

3. Add conversation steps

   Drag Conversation nodes onto the canvas. Define what the agent should say and what information to collect at each step.

4. Add branching logic

   Use Condition nodes to route the call based on collected data (e.g. “If caller is interested, go to Step 3; otherwise, go to End”).

5. Connect and save

   Draw edges between nodes to define the flow. Click Save to persist the workflow.

Best Practices

Keep workflows linear when possible

Complex branching is powerful but harder to debug. Start with a linear flow and add branches only where needed.

Test every path

Make test calls that exercise each branch. Untested paths are where bugs hide.

Use clear node names

Name your nodes descriptively (e.g. “Collect Name”, “Qualify Interest”) so the workflow is readable at a glance.