Workflows

Workflow builder basics.

How nodes, edges, and conditions work in the visual workflow builder. Build a simple booking flow in 10 minutes.

The four node types

Every workflow is built from four kinds of node:

Say — the AI speaks. Either a fixed line, a templated one, or a generated one.
Listen — the AI waits for the caller to say something, with optional intent classification.
Decision — branch based on what was said, an integration value, or a previous step's outcome.
Action — call an integration (look up a customer, book an appointment, run a payment, etc).

You connect them with edges. Edges can carry conditions (only follow this path if…).

Build a simple booking flow

This 6-node flow handles "I want to book a service appointment" end to end.

1. SAY     "Sure, I can book that for you. What's your address?"
2. LISTEN  intent=address
3. ACTION  lookup_customer(by_address)
4. SAY     "I see you're a returning customer, Sarah." [if matched]
           "Let me get a few details first." [if not matched]
5. SAY     "What's a good day this week?"
6. ACTION  book_appointment(customer_id, requested_day)

Every node is a card on the canvas. Drag, drop, connect. Click any node to edit its content.

Testing

Open the Test call panel from the top right. Type a caller utterance and watch the workflow execute step by step. You can also pick "live call" mode to actually phone the workflow from your own number.

Versions and rollback

Every save creates a version. Roll back from the version history dropdown — one click. Production traffic switches in < 2 seconds.

Common mistake. People try to put every possible branch into one workflow. Better: use a parent workflow that classifies intent and delegates to child workflows for each intent. Easier to test, easier to maintain.

Next steps

Explore the workflow templates library (40+ ready-to-customise flows) from the builder.