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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.

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Node types

NodePurpose
StartThe entry point of every flow
TransferForward the call to a phone number
MessageSpeak a specific message to the caller
ConditionBranch the flow based on what the caller said
EndHang up the call

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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.
The flow builder works alongside your agent’s text instructions. Use instructions for general behavior and the flow builder for specific routing scenarios.

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Example: reception with transfer

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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.

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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
Configure the fallback number in your agent’s general settings.