What is the flow builder?
The flow builder is a visual editor that lets you design how your agent handles different scenarios during a call. Instead of writing complex instructions, you can create a flowchart with nodes that define actions like transferring to a human, playing a message, or branching based on conditions.Node types
Building a flow
1
Open the flow builder
Navigate to your agent’s page and click the Flow tab.
2
Add nodes
Click on the canvas to add new nodes. Select the node type from the menu.
3
Connect nodes
Drag from one node’s output to another node’s input to create connections.
4
Configure transfer numbers
For transfer nodes, enter the phone number and an optional label (e.g. “Manager”, “Sales desk”).
5
Save your flow
Click Save to apply the flow. Changes take effect on the next call.
Example: reception with transfer
Transfer numbers
Transfer nodes specify the phone number to forward the call to. You can configure:- Label — a descriptive name shown in the flow editor (e.g. “Front desk”)
- Number — the full international phone number including country code
Transfer numbers must be valid phone numbers with country code (e.g.
+31201234567). The agent will announce the transfer to the caller before forwarding.Fallback number
In addition to flow-based transfers, every agent has a fallback number setting. This is used when:- The agent encounters an error
- The caller explicitly asks for a human and no transfer node is configured
- The flow doesn’t cover the current scenario