Conversational Flows

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What is a Flow?

• Steps — Individual turns of speech the assistant performs, as well as any actions the assistant takes (speak, execute logic, call tools)
• Conditions — Rules that determine which path to take to the next step based on user responses
• Variables — Any data that is expected to be different for each conversation, such as the participant’s first name or account number. Variables can be captured, modified, and used throughout the conversation

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Flow Architecture

Script
   Main Flow (entry point)
       Step 1 (Voice)
          Condition A → Step 2
          Condition B → Step 3
       Step 2 (Voice)
          Condition → Step 3
       Step 3 (Flow)
           Sub-Flow
               Step 1
               Step 2 → Return to Main Flow

• Main Flow — The primary conversation path
• Sub-Flows — Modular conversation branches that can be reused across flows
• Steps — The individual units of work within a flow

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Step Types

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How Flows Execute

1. Start — The agent begins at the main flow, step 0. If the first steps are Tool, Code or Flow steps they run while the call is connecting, and the first step that speaks becomes the opening line — see Main Flows
2. Execute Step — The current step is executed based on its type
3. Evaluate Conditions — For voice steps, user response determines the next path
4. Navigate — The LLM decides which step to move to the next step based on conditions
5. Repeat — Continue until a the main flow “end flow” condition is reached then the call will end

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Conditions and Branching

Step: "Are you interested in scheduling a demo?"
   Condition: "User expresses interest" → Go to booking flow
   Condition: "User has questions" → Go to FAQ step
   Condition: "Otherwise" → Stay on same step

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Key Concepts

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Next Steps

• Main Flows — Learn about the primary conversation flow
• Sub-Flows — Create reusable conversation modules
• Steps Overview — Understand the different step types
• Variables — Work with data in your flows