How do I build a call flow so my AI agent follows a script, for example asking sales or support?

Besides the quick system prompt mode, an agent can run workflows, which let you control exactly what it says and how. Workflows live inside agents and are built drag and drop.

1. Open the agent and go to Agent workflows. Create a workflow and give it a clear name, such as Inbound call.
2. Add the Conversation started trigger, so the workflow runs when someone answers or the conversation begins.
3. Add a Conversation node with what the agent should say, for example "Hi, how can I help you? Would you like sales or support?"
4. Add a route for each option, such as sales and support, and connect each to its own Conversation node or action.
5. Delete or turn off the agent's inbound opening greeting, otherwise the agent says the greeting and your first message together.
6. Click Auto layout (Organize), then Save, then Test.

While testing you can edit a node, click Apply and Save, and the message Configuration updated confirms the live change. Use the rewind button to go back and hear the change immediately, so you do not have to restart the call to test a step near the end.

The flow is a guide, not a cage. The agent still uses its system prompt, so it can answer a side question and bring the caller back on track.

Global nodes work like an intent. For example, make a global node for speaking with a manager, tell the AI to go there whenever someone asks for a supervisor, and forward the call to a real person. Because it is global, the AI can jump to it from any point.

The workflow builder is the same one used for automations, so anything you can do in a workflow you can do during a call: decision nodes, conditions, Ask and Save to collect information, sending an email or SMS, waits, API calls and updating the pipeline stage. Turn on Allow telephone key press if callers should be able to answer on the keypad. To transfer to a different agent with a different voice, forward the call to that agent.

One agent can have as many workflows as you want, for example inbound calls, calling back people who hung up early, following up with no-shows, an outbound call followed by an SMS, or a twelve month email drip. A booking flow can include a Cancel booking node that leads to rebooking. You can also ask the AI assistant to build a workflow; if you ask while you are inside an agent, it builds it in that agent.