Flows and the flow builder
How applications and their conversation flows are built, from steps, transitions and data to templates, tools, the AI-assisted builder, drafts and publication. Browse the feature map or configuration finder.
Availability: Next. Entries that depend on an optional feature, a role or a deployment choice name it in their own Availability line.
Features in this family
- Applications and their flows
- Flow builder canvas
- Flow step types
- Conversation step (voice agent)
- Actions an agent can call
- Text chat step
- Speech playback step
- Language model query step
- Speech transcription step
- Live interpretation step
- Decision step
- External service step
- Action request step
- Transitions between steps
- Flow data and variables
- Side flows
- Application entry points
- Flow settings
- Shared voice flow
- Flow templates
- Flow source view and import
- Drafts and publishing
- Flow version history and restore
- Shared draft editing and takeover
- AI flow builder
- AI flow builder models and credentials
- Team tools
- Platform tools
- Tool code and its runtime helpers
- Documentation assistant (Ask AI)
Applications and their flows
An application bundles a conversation flow with its entry points and settings; it can start empty, from a template, from an import or as a copy of another application.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Application settings | Apps › Create app(FlowDefinition, flowDefinition) | 1. Choose the team and starting point |
| Application settings | Apps › Copy app(app.copy) | Copy a published application |
Read more:
- Set it up: 1. Choose the team and starting point
- Set it up: Copy a published application
- Reference: Main areas
Related features: Flow builder canvas, Flow templates, Flow source view and import.
Flow builder canvas
The visual editor places steps on a canvas, connects them with transitions and opens an inspector for each step to change its settings.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Apps › Flows › Flow Builder(flowDefinition) | 2. Add and configure steps |
Read more:
- Set it up: 2. Add and configure steps
- Reference: Node inspectors
- Reference: Canvas objects that are not executable node
Related features: Flow step types, Transitions between steps, Applications and their flows.
Flow step types
A flow is built from a fixed catalogue of step types for conversation, speech, language model calls, decisions, external services, transfers and call end.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Add step(text_agent, voice_agent, tts_playback, llm_query, stt_transcribe, interpretation_transform, dtmf_collect, webhook, action_request, condition, transfer, end) | Execution paths |
Read more:
- Reference: Execution paths
- Reference: Conversation and speech
- Reference: Decisions and external effects
Related features: Conversation step (voice agent), Text chat step, Decision step, External service step.
Conversation step (voice agent)
A voice conversation step lets the AI talk with the caller under its own instructions, tools and exit conditions until it hands over to the next step.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Conversation Step inspector(voice_agent, instructions, transitions) | Voice agent settings |
Read more:
- Reference: Voice agent settings
Related features: Actions an agent can call, Override the provider on a single step, Transitions between steps.
Actions an agent can call
Conversation and text steps can be given actions with parameters and optional code, so the model can look up data or trigger changes during the dialogue.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Conversation Step inspector › Manage Actions(actionTools, parameters, code) | Manage an agent's actions |
Read more:
- Set it up: Manage an agent's actions
- Reference: Edit an embedded action
- Reference: Define an action parameter
- Reference: Edit and check action code
Related features: Team tools, Tool code and its runtime helpers, Conversation step (voice agent).
Text chat step
A text conversation step runs a chat model for web chat or text sessions, with its own instructions and actions.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Text Chat Step inspector(text_agent) | Text agent settings |
Read more:
- Reference: Text agent settings
Related features: Actions an agent can call.
Speech playback step
A playback step speaks a fixed or templated text, or plays audio, to the caller and then continues.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › TTS Playback inspector(tts_playback) | TTS playback settings |
Read more:
- Reference: TTS playback settings
Related features: Speech synthesis providers (OpenAI, Azure, Inworld).
Language model query step
A query step sends one prompt to a language model without talking to the caller and stores the answer for later steps.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › LLM Query inspector(llm_query, prompt, resultVariable) | LLM query settings |
Read more:
- Reference: LLM query settings
Related features: OpenAI Chat language model, Flow data and variables.
Speech transcription step
A transcription step listens to the caller and stores the recognised text in a variable without generating a reply.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › STT Transcribe inspector(stt_transcribe) | STT transcribe settings |
Read more:
- Reference: STT transcribe settings
Related features: Azure speech recognition, Flow data and variables.
Live interpretation step
An interpretation step transcribes continuous speech and transforms it, for example into another language, while the call goes on.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Interpretation Transform inspector(interpretation_transform) | Interpretation transform settings |
Read more:
- Reference: Interpretation transform settings
- How it works: Side flows and continuous processing
Related features: Side flows, Speech transcription step.
Decision step
A decision step compares flow data against ordered rules and follows the first matching branch or a default path.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Decision Step inspector(condition, decisionRows) | Condition: choose the next branch |
Read more:
- Reference: Condition: choose the next branch
- Reference: Templates and conditions
Related features: Transitions between steps, Flow data and variables.
External service step
An external service step calls an HTTP endpoint with templated request data, maps the response into flow data and branches on success or failure.
For: Application builders, Integrators
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › External Service inspector(webhook, url, method, headers, resultMapping) | Webhook: request an HTTP service |
Read more:
- Reference: Webhook: request an HTTP service
- Set it up: Example: branch on a webhook response
- Reference: Tools and result mappings
Related features: Team tools, Flow data and variables.
Action request step
An action request step asks a connected client, such as a browser integration, to perform an action and waits for its result before continuing.
For: Application builders, Integrators
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Action Request inspector(action_request) | Action request: ask the runtime host to |
Read more:
- Reference: Action request: ask the runtime host to
- Reference: Browser action capabilities on the canvas
Transitions between steps
Transitions decide which step runs next and can update flow data on the way, using templates and conditions on the current values.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › connection inspector(transitions, targetNode, setContext) | Main-flow transitions |
Read more:
- How it works: Main-flow transitions
- Reference: Transition context updates
- Reference: Templates and conditions
Related features: Decision step, Flow data and variables.
Flow data and variables
Values collected during a conversation live in named scopes and declared context fields, and a catalogue with a field picker shows which ones a template can use.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Variables(context, contextSummary) | Find and declare flow variables |
Read more:
- How it works: Data scopes
- Reference: Find and declare flow variables
- Set it up: Add a context declaration
- Reference: Insert a variable into a field
Related features: Transitions between steps, Team variables and secrets.
Side flows
A side flow runs next to the main conversation and reacts to session messages, context changes or call events without interrupting the main path.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Side flow(sideFlows, trigger, ws_message, context_change, call_event) | Side flows and continuous processing |
Read more:
- How it works: Side flows and continuous processing
Related features: Live interpretation step, Transitions between steps.
Application entry points
Entry points define how callers and users reach an application, by phone number, browser voice or web chat, each with its own channel settings.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Application settings | Apps › Endpoints(phone, web_voice, web_chat, entryPoints) | Inspect an entry point |
Read more:
- Set it up: Configure a phone entry point
- Reference: Inspect an entry point
Flow settings
The flow's settings panel holds application-wide choices such as accepting calls, recording, reporting visibility, call duration and language.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Settings › App Settings(appSettings, hideFromReporting) | Change the flow's Settings |
Read more:
- Set it up: Change the flow's Settings
- Reference: Flow settings reference
Related features: Maximum call duration, Choose what an app records, Shared voice flow.
Shared voice flow
Several entry points or applications can reuse one voice flow configuration instead of each keeping its own copy.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Settings › Shared Voice Flow(sharedVoiceFlow) | Add or remove the Shared Voice Flow |
Read more:
- Reference: Add or remove the Shared Voice Flow
Related features: Flow settings.
Flow templates
Ready-made flow templates give a starting structure for a new application and can be maintained for a team or the whole platform.
For: Application builders, Team administrators
| Level | Where to change it | Owner section |
|---|---|---|
| Application settings | Apps › Create app › Browse templates(flowTemplate) | 2. Create from a template |
Read more:
- Set it up: 2. Create from a template
Related features: Applications and their flows.
Flow source view and import
A flow definition can be read and edited as JSON in the source view, and pasted or legacy definitions can be imported into a new application.
For: Application builders, Integrators
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Source(FlowDefinition) | 4. Edit or move a definition through |
| Application settings | Apps › Create app › Import(Import legacy JSON, Paste FlowDefinition JSON) | Import controls and their meanings |
Read more:
- Set it up: 4. Edit or move a definition through
- Reference: Import controls and their meanings
- How it works: Pasted imports and AI generation start as
Related features: Applications and their flows, Drafts and publishing.
Drafts and publishing
Edits go into a saved draft that callers never reach; publishing makes a checked version live after its readiness issues are resolved.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › toolbar › Publish(saveDraft, publish) | 4. Publish the flow |
Read more:
- Set it up: 2. Make and save the draft change
- Set it up: 4. Publish the flow
Related features: Flow version history and restore, Shared draft editing and takeover.
Flow version history and restore
Every saved version stays in a history from which an earlier definition can be viewed, restored into the draft or published again.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › Version History(listVersions, revertToVersion) | Inspect and restore saved flow versions |
Read more:
- Reference: Inspect and restore saved flow versions
- Set it up: Publishing a historical version deliberately
- Set it up: Restore a previous definition when necessary
Related features: Drafts and publishing.
Shared draft editing and takeover
One person holds editing access to a draft at a time while others watch changes arrive, and an administrator can take over an idle or blocked session.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Flow and node settings | Flow Builder › toolbar › editing status(acquireEditing, takeOverEditing, releaseEditing) | Work with other editors on the same |
Read more:
- How it works: Work with other editors on the same
- Reference: Editing stops after 15 minutes without activity
- Set it up: An administrator takes over editing
Related features: Drafts and publishing.
AI flow builder
A chat assistant drafts a new flow from a description or explains and changes an existing one, and keeps checkpoints so an AI change can be applied, discarded or undone.
Availability: Requires the AI flow builder feature; available from 0.9.18. The flag controls the user interface only; flow edit permission is still required.
For: Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Portal and feature profiles | Portal › Feature profile › AI Flow Builder(aiFlowBuilder) | Identify which condition is failing |
| Services and containers | Web service environment(FEATURE_AI_FLOW_BUILDER) | Web UI feature conditions |
| Application settings | Apps › Create app › AI Flow Builder › Start with AI(Start with AI) | Pasted imports and AI generation start as |
Read more:
- Set it up: 1. Choose the team and starting point
- How it works: Pasted imports and AI generation start as
- Troubleshoot: Identify which condition is failing
- Reference: Understand an explanation-only answer
Related features: AI flow builder models and credentials, Flow version history and restore, Flow templates.
AI flow builder models and credentials
The platform administrator chooses the provider, model and key used by the flow assistant's chat and by its flow generator.
Availability: Requires the AI flow builder feature.
For: Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Platform settings | Admin Settings › Platform Settings › AI Builder Defaults(briefingAi, briefingAiKey, builderAi, builderAiKey, openai, anthropic, azure) | Configure AI defaults and check their consumers |
| Services and containers | API service environment(FLOW_BRIEFING_CONVERSATION_MODEL, FLOW_BRIEFING_GENERATION_MODEL, ANTHROPIC_API_KEY, ANTHROPIC_BASE_URL) | API variables |
Read more:
- Set it up: Configure AI defaults and check their consumers
- Troubleshoot: Identify which condition is failing
Related features: AI flow builder, Platform-managed default keys and AI defaults.
Team tools
A team keeps reusable tools with a shared parameter contract and optional code, versions them, and attaches them to flows that need the same integration.
For: Team administrators, Application builders
| Level | Where to change it | Owner section |
|---|---|---|
| Team settings | Settings › Tools(tool) | Prepare a team tool |
Read more:
- Set it up: Prepare a team tool
- Reference: Read the tools list
- Reference: Define the shared contract
- Set it up: Connect it to a flow and activate
- Set it up: Versions and safe recovery
Related features: Platform tools, Actions an agent can call, Tool code and its runtime helpers.
Platform tools
Platform administrators publish tools that every team can attach, maintained in one place for the whole installation.
For: Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Platform settings | Admin Settings › Tools(tool) | Maintain a platform-wide tool |
Read more:
- Set it up: Maintain a platform-wide tool
Related features: Team tools.
Tool code and its runtime helpers
Code inside a tool runs in a restricted environment with request helpers and team secrets resolved for it, so credentials stay out of the code.
For: Application builders, Integrators
| Level | Where to change it | Owner section |
|---|---|---|
| Team settings | Settings › Tools › code editor(code) | Use HTTP APIs without exposing credentials |
Read more:
- Set it up: Use HTTP APIs without exposing credentials
- Reference: Edit and check action code
Related features: Team tools, Actions an agent can call, Team variables and secrets.
Documentation assistant (Ask AI)
An optional assistant in the global search answers questions from the product documentation inside the application.
Availability: Requires the Documentation assistant feature. Appears only when the deployment supplies the assistant integration.
For: Application builders, Team administrators, Deployment operators
| Level | Where to change it | Owner section |
|---|---|---|
| Portal and feature profiles | Portal › Feature profile › Documentation assistant(algoliaAskAi) | Integration capabilities |
| Services and containers | Web service environment(FEATURE_ALGOLIA_ASK_AI) | Web UI feature conditions |
Read more:
- Set it up: Find an application with global search
- Reference: Web UI feature conditions
Related features: Applications and their flows.