Start and end
Start
Where every call begins. Each flow gets exactly one automatically. There’s nothing to configure; just connect it to your first real node.
End
Reaching this node hangs up the call. It has no settings and no exits.
Every path should reach an End node. If a call reaches a node with no way forward, the agent keeps talking until the caller hangs up, the agent’s max call length is reached, or the caller stays silent long enough for the agent to say goodbye and disconnect.
Talking to the caller
Conversation
The main node, where the agent talks freely. It listens, answers according to your instructions and moves on when one of its transition conditions matches what the caller said.
You configure: the node prompt, the transitions, and Speaks first. With Agent, the agent speaks as soon as the node starts and isn’t interrupted during that first line. With Caller, the agent waits for the caller to speak.
Announcement
Says a fixed text word for word, then moves on automatically. The caller can’t interrupt it. Use it for greetings, legal notices or anything that must be said exactly.
You configure: the text. It can include details already collected, like [first_name].
Collection
Asks the caller for specific details and stores the answers: a name, phone, email, order number and so on. It keeps asking until every required detail is collected, briefly confirms each one, then moves on automatically.
You configure: up to 3 details per node. For each: the type (Text, Number, Boolean, Phone, Email, License plate or Enum), the full question the agent asks, and whether it’s required. A node can also be Dynamic: instead of a fixed set of questions, it asks the questions that a Function Call node returned earlier in the same call.
Behind the scenes
The caller doesn’t hear these nodes. They only handle logic and data.
Global
Reachable from anywhere in the flow. Use it for situations that can happen at any point, like a caller asking for a human. It fires once per call by default. Turn on Multi use in its menu (it shows a ↻ badge) if it needs to fire repeatedly.
You configure: a description of the situation that triggers it.
Return
Used only inside a branch that starts at a Global node. It brings the call back to exactly where it was before the detour, keeping every detail already collected.
Logic Split
Routes the call by conditions on variables, instantly and without the agent speaking. For example: VIP customers one way, everyone else another. The first matching condition wins, and a branch with no condition is the default.
You configure: the conditions and the destination for each.
Set Var
Sets, changes or clears a stored value, then moves on instantly. Use it to reset a counter, record a status or prepare a value for a later step. You can also set a variable directly on a transition, with no separate node.
You configure: which variables to set or clear, and to what value.
Actions
Function Call
Calls one of your systems mid-call, for example to check stock, fetch an order from your CRM or update a record. It has two exits, success and failure. You can set text for the agent to say while it waits.
You configure: which function to call (defined once under the agent’s Functions, reusable across nodes), which details to send, and which parts of the response to store.
Message (SMS)
Sends a text message to the caller mid-call, from the agent’s number to the caller’s number. Neither number can be changed. The agent’s number must support SMS, and this works on regular phone-number calls only, not on SIP trunk calls or in the simulator. It has success and error exits.
You configure: the message text, which can include collected details like a confirmation code.
Outbound Call
Places a short call to another number while the caller stays on the line and hears nothing. For example, it can dial the line that opens a parking gate. It holds the line for a few seconds, then hangs up. It has one exit, and the flow continues even if nobody answers. It works on SIP trunk calls only. The dial doesn’t appear in the transcript.
You configure: the number to dial (fixed, or a phone number collected during the call) and how long to hold the line (default 3 seconds, maximum 30).
Transfer
Hands the call to a phone number, such as a human agent, or to another flow agent in your account. Collected details carry over when the call moves to another agent. A failure exit lets you handle a transfer that doesn’t go through.
You configure: the destination. For phone transfers, you also choose whether the agent’s number or the caller’s number shows as the caller ID.
List
Manages a list of items during the call, like a shopping cart. Use it when the caller builds an order from several items.
The fields of each item come from a List type you create first in the agent’s Types section with Add Type.
You configure: the action (add, update, remove, find or clear), which list, and for update, remove and find, how to match the item. Find, update and remove have three exits: found, several found and not found.