Build & manage
Flow builder
The flow builder is a visual canvas for designing exactly how a call should go — step by step, with branches for different caller responses.
Availability
When to use a flow
A plain system prompt is perfect for open-ended conversations. Reach for a flow when you need a guided, predictable path — qualifying a lead, booking an appointment, or routing callers by intent.
Flows override the system prompt
Node types
Add nodes from the left panel and connect them on the canvas:
| Node | What it does |
|---|---|
| Start | Where the flow begins. |
| Conversation | A free-form step where the agent follows the instructions you write for it. |
| Function | Call a built-in function (for example a Frubix or Workiz lookup) or your webhook to fetch or send data. |
| Call Transfer | Hand the call off to a human at a phone number you set. |
| Logic Split | Branch on named conditions written in plain language, such as "caller wants to book". |
| SMS | Text the caller a message mid-call, such as a booking confirmation. |
| End Call | Wrap up and hang up. |
Drag from one node's output handle to another's input handle to set the order. Use a Logic Split (or a condition on a connection) to branch — for example, send "wants to book" callers to a booking node and everyone else to a polite wrap-up. Conditions are written in natural language.
Build faster
- Generate Flow — draft a flow from the agent's system prompt, or describe the call in plain English, then refine it.
- AI Chat — ask for changes in plain language, such as "add an SMS confirmation after booking", and apply the result to the canvas.
- Templates — start from a pre-built flow (for example appointment booking, lead qualification, or customer support).
- Auto Layout — tidy up the canvas with one click.
- Export / import — save a flow as a JSON file, or load one into an agent.
Test, publish & measure
Changes auto-save as you work. Try the flow in the agent's Simulate tab before going live. Click Publish Flow to make it live — only the published version is used on real calls — and use History to restore an earlier version. The Active toggle turns the flow on or off without unpublishing. Once live, the Analytics overlay shows each node's visits and reach rate over the last 30 days so you can spot drop-off points.
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