The Flow Builder is a visual, node-based editor that lets you design structured conversation paths for your AI assistant. Instead of relying entirely on AI reasoning to navigate a conversation, you define the exact steps, branches, and outcomes — giving you precise control over how calls progress.
When to Use Flow Builder
Flow Builder is the right choice when your conversation has a predictable structure with defined decision points. Common use cases include:
Core Concepts in Flow Builder
Each step in the conversation is represented as a node. A node defines what the assistant says at that point in the call.
After each node, you can define multiple branches based on the caller's response. For example, if the caller says 'yes,' go to the booking node; if they say 'no,' go to the follow-up node.
Every flow has a single entry point — the first node the assistant reaches when a call begins.
End nodes mark the conclusion of a conversation path. You can define different end states such as 'Appointment Booked,' 'Not Interested,' or 'Transfer to Agent.'
Special nodes that trigger a tool action — such as checking calendar availability or sending an SMS — before continuing to the next step.
Building Your First Flow
From your assistant's configuration page, switch the mode to Flow and click Open Flow Builder.
Drag a Speak node onto the canvas and write the assistant's opening line.
Connect the entry node to branch nodes based on the expected caller responses.
Continue adding nodes for each step in the conversation, connecting them with branches.
Insert tool nodes at points where the assistant needs to take an action, such as checking availability.
Add end nodes to each terminal path and label them with the outcome.
Use the test interface to walk through each path and verify the conversation behaves as expected.
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