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Conversation Flows

A Conversation Flow agent does not improvise the whole call from one prompt. Instead, it moves through a map of steps that you draw — like a flowchart the agent follows while still speaking naturally. This page explains when to use a flow and how the flow builder works.

Flow or Single Prompt?​

You choose between the two modes in step 2 of the create wizard (see Creating an Agent).

Choose Single Prompt when:

  • The conversation is open-ended — general reception, support, or Q&A.
  • One well-written set of instructions covers everything the agent needs.
  • You want the simplest setup that is easiest to maintain.

Choose Conversation Flow when:

  • The call must follow a defined sequence — verify the caller, then present the offer, then capture the outcome.
  • Different phases of the call need different instructions or different tools.
  • You need the structure of a script with the flexibility of an AI agent — collections, qualification, surveys, appointment booking.
note

Conversation Flows are voice-only. Chat agents are always Single Prompt, and the create wizard skips the type step for the Chat channel. If you switch a flow agent's Channel to Chat, the platform warns you that the flow will not apply to chat conversations.

The Conversation Flow panel​

On a flow agent's configuration screen, a Conversation Flow panel is pinned to the bottom of the page. There you can:

  • Set the Flow Name and Description.
  • Click Open Flow Builder to open the visual builder in full screen.

Inside the flow builder​

The builder shows your conversation as a diagram made of two things:

  • States — the boxes. Each state is one phase of the conversation, such as greeting the caller, verifying their identity, or wrapping up.
  • Edges — the arrows between states. Each edge tells the agent when to move from one state to the next, based on what happens in the conversation.

A typical first flow looks like this:

  1. Create a starting state that greets the caller and states the reason for the call.
  2. Add a state for each distinct phase — one per question, topic, or decision point.
  3. Connect the states with edges, describing the condition that moves the conversation forward, for example the caller confirming their identity.
  4. Give each state its own instructions for exactly that moment of the call.

Per-state configuration​

Each state carries its own setup, so the agent behaves differently as the call progresses:

  • Prompt — instructions that apply only while the conversation is in this state.
  • Tools — which functions the agent may use here. You might allow End Call only in the final state, for instance.
  • MCP — which connected MCP tools are available in this state.
  • In-call workflows — automations the agent can trigger while in this state.

This is the real power of flows: the agent in the "verification" state cannot wander off into pricing, because those instructions and tools simply are not present there.

warning

A flow agent needs at least one state before it can be created. And as with every agent change, editing the flow only updates your draft — click Publish before expecting live calls to follow the new flow. See Testing & Publishing.

Tips for a flow that works​

  • Keep each state small and single-purpose. Many short states beat a few giant ones.
  • Write edge conditions in plain language and make them mutually clear, so the agent always knows which way to go.
  • Always give the flow an ending: a final state where the agent wraps up and may use End Call.
  • Test the unhappy paths too — what happens when the caller says no, gets confused, or asks something off-script.

When your flow is ready, run a test call from the test panel to walk through it end to end — see Testing & Publishing.