Build an advanced call flow with nodes

An advanced flow lets you lay out a call as a diagram — each step is a node, and you draw the routes between them. Use it when a conversation needs strict, repeatable paths rather than a single set of instructions.

Create the flow

1. Click Call Flows, then New Call Flow, then Advanced.
2. Choose Start from scratch or one of the templates.
3. Rename the flow using the name field at the top left.

Build the conversation

1. Click Add node in the header to add a step.
2. Select the node and configure it in the Node tab on the right.
3. Draw a connection from one node to the next, then open the connection to set When is this taken? — Always, a condition, or Otherwise.
4. Where several routes leave the same node, set Priority. Lower numbers are checked first.
5. Use Say this exactly when the wording must be fixed, or Let the agent word it when it shouldn't sound scripted.

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A flow can have one IVR Navigation node. Booking nodes appear once the flow has a booking integration connected.

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Global settings apply immediately

The Global tab holds settings shared by the whole flow: voice, model, speech, call handling, knowledge, webhooks, direction, and name. These save to your live agent as soon as you change them — they are not held back until you publish.

Flow Behavior is the exception. Like the diagram itself, it's saved as a draft and goes live when you publish.

Test and publish

1. Use Talk for a live web call, Trace to follow the path a call took, or Sim to simulate.
2. Click Publish when the diagram is ready. A flow that has never been published shows a never published badge.

Related: Create a call flow, Configure transfers, Test and publish.