Flows

For the underlying concepts (variables, hooks, global tools, pro nodes, survey), see Flows. This page is the practical, in-editor guide.

Simple flow

Simple Flow is a guided form, no canvas:

1. Intro line — what the agent says first.
2. FAQ topics — a topic name, optionally backed by a knowledge base, that the agent answers from when a caller’s question matches. You can add multiple FAQ topics.
3. Questions — a list of prompts the agent asks and stores as named variables (choose a type per question so stored values are structured, not just raw text).
4. Forward to human (optional) — a simple transfer configuration.
5. Callback offer (optional) — offer to call back at a later time instead of waiting.
6. Survey (optional) — ask an end-of-call rating + feedback question.

Simple flows do not support hooks, pro nodes, or global menus — move to a Graph Flow if you need those.

Graph flow

The graph editor is organized into stages (tabs across the top): Setup, Before, During, After, Test.

• Setup — the flow’s identity/role and its attached agent profile.
• Before — the pre-hook tree: lookups and setup logic that runs before the conversation starts. Use the + on a leaf/edge to add a node; pick a kind (integration lookup, set variable, condition/branch, webhook, or — on pro/enterprise plans — a code snippet).
• During — the conversation graph itself. Add conversation nodes and wire edges between them; on pro/enterprise plans, four additional node types are available: evaluation, logic, abstract, and auth. Configure global tools (callback, forward+callback, menu) from this stage too — they attach to the whole flow, not a single node.
• After — the post-hook tree (integration writes, webhooks, etc.) and the survey toggle.
• Test — place a test call, or launch a simulation batch against this flow and review results without leaving the editor.

Variables

Open the Variables sidebar to see system variables (read-only: call start time, current time, caller phone number, invocation type) and to create/edit user variables. Reference any variable in node text as {variable_name}.

AI assistant

The editor includes an AI assistant (chat panel) that can create variables, wire pre-hook nodes, configure global tools, and add pro nodes on your behalf, and can be handed a simulation batch’s findings directly (“Improve flow with AI” from a batch’s detail view) to suggest fixes with that context loaded.

Saving and publishing

Every save creates a new flow version. Activating a version is what’s live for calls to that number — the compiled flow syncs out to the runtime layer typically within a few seconds of activation.