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Workflows

A workflow drives an agent with a visual flow instead of a single prompt. You wire together nodes — conversation, API calls, transfers, and tools — to control exactly what happens at each step of a call. Use a workflow when you need branching logic beyond what a single agent prompt can express.

A workflow is a graph of nodes — the call starts at a Conversation node, which can call tools like Knowledge Base and Appointment, make an API Request, then Transfer Call or End Call

Build a workflow​

  1. Go to Workflows and create a new workflow.
  2. In the flow builder, add nodes from the Add Node panel and connect them to define the path a call takes.
  3. Attach the workflow to an agent so calls run through your flow.
  4. Use the built-in test to try the flow before going live.

Node types​

From the Add Node panel:

NodeWhat it does
ConversationAn AI conversation step with its own system prompt and messages.
API RequestMake an HTTP request to an external API (look up or send data mid-call).
Transfer CallTransfer the call to another number.
End CallEnd the conversation.

Tools​

Nodes can use tools that give the AI extra abilities during the call:

  • Knowledge Base — query your knowledge base to answer questions from your own documents and sources.
  • Appointment — book appointments during the call.
tip

Start simple: one Conversation node that ends with End Call, then add an API Request or Transfer Call branch once the basics work.

Workflows vs. a single agent prompt​

  • A plain agent is perfect for straightforward, single-purpose conversations.
  • Reach for a workflow when a call needs steps, branches, external lookups, or conditional transfers.

Next steps​