The conversation is split into explicit states (e.g. Verify identity → Collect details → Confirm → Close), each with its own instructions, connected by transitions that move the caller between them. This gives you tighter control over long, procedural conversations.

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Availability

Conversational flow agents are an Enterprise feature. Talk to us to enable them for your account.

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Best for

Structured, step-by-step flows where each stage has a clear goal and order — loan applications, appointment scheduling, debt collection, and other multi-step processes.

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The Flow Builder

The flow builder is the primary interface where you visually design your conversation flow by creating and connecting states on a canvas. This visual editor allows you to map out the entire conversation structure of your agent.
Conversational Flow Builder Interface

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Node Types

Every conversation flow consists of three types of nodes:

Greeting Message Node

The entry point for every conversation. Appears at the start of the call for both inbound and outbound agents. Keep it short (under 2 lines) and use variables to personalize (e.g., user_name, product_name).
This node is pinned and cannot be removed.

Global Instructions Node

Defines the core personality, tone, and behavior guidelines of the agent. These instructions apply across all states.
This node is pinned and cannot be removed.

State Nodes

Represent conversation waypoints where the agent waits for user input. Each state has its own instructions, variables, tools, and transitions to other states.

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Building Your Flow

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Creating States

  1. Click “Add State” to create a new state on the canvas
  2. Configure the state by clicking on it to open the sidebar:
    • Name — Unique identifier (allowed: 0-9, a-z, A-Z, _, -)
    • Instructions — Conversation behavior for this state
    • Variables — Input/output variables for this state
    • Tools — Tools the agent can call
    • Next Available States — Where the agent can transition next
  3. Click Save to apply your configuration

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Connecting States

Connections (transitions) are created automatically based on your configuration:
  • When State B is added to “Next Available States” of State A, an arrow automatically connects A → B
  • The arrow tail starts at the state with the transition
  • The arrow head points to the destination state
  • An automatic arrow always flows from Greeting Message to the Initial State

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Important Requirements

Every conversation flow must satisfy these constraints:
  • At least one state must exist on the canvas
  • Exactly one state must be marked as the Initial State

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State Management

  • Exactly one state must be designated as the Initial State (where the agent enters after the greeting)
  • Change the Initial State by marking a different state as initial first
  • Access via the three-dot menu on each state
  • Cannot delete a state that other states reference in their “Next Available States”
  • Must remove all references to a state before deletion
  • Cannot delete the current Initial State without changing it first
  • Name: Must be unique across all states
  • Instructions: Use rich text editor; see State Instructions for guidelines
  • Tools: Multi-select dropdown to add available tools
  • Variables: Multi-select dropdown to add input/output variables
  • Next Available States: Define valid transition targets

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Saving Your Flow

After any modifications (adding, editing, or deleting states), click “Update Agent” to save. The update will only succeed if all constraints are satisfied.

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Get Started

New to prompting? Start with Writing Instructions for foundational concepts, patterns, and state design guidelines.