Create and configure a call flow

Create a call flow, give the agent its instructions, and get it ready to take calls. There are two ways in: start from a template built around a business, or start from scratch.

Create from a template

Templates are available on Studio and Agency workspaces.

1. In the sidebar, click Call Flows, then New Call Flow.
2. Click a template card — for example Receptionist.
3. Enter the client's website and click Read it. If they don't have a website, choose the option to look them up by phone instead.
4. Check the business details that come back and correct anything that's wrong, then continue.
5. Tick only the capabilities this agent needs. Under After each call, check the Send to address — it's prefilled with your own address, so change it if summaries should go elsewhere.
6. Click Create agent. The editor opens once the agent is built.

Click to enlarge

Create from scratch

1. Click Call Flows, then New Call Flow, then Start from scratch.
2. Click the flow name at the top and give it a clear name.
3. Open Greeting & Conversation and fill in Agent Name, the greeting, and the Call direction (use Inbound & outbound if the agent should answer calls).
4. Choose the model and the voice from the chips above Agent Instructions.
5. Write the agent's instructions in Agent Instructions.
6. Click Save. This first save creates the flow — after it, your changes save automatically as a draft.

Add functions

Functions are the things the agent can actually do on a call — transfer, book, text a link, end the call, or call your own system.

1. In the Settings column, click Add next to Functions (or Add a function if the flow has none yet).
2. In Add to your agent, pick what you need from Built-in, connect an app under Connectors, or build your own.
3. Fill in the function's settings, including when the agent should use it.

Test it, then publish

The Test panel is the right-hand column. A new flow has to be saved once before you can test it.

1. Click Start test call for a voice test, or Test by text instead.
2. Transfers can't be tested in a browser call — test those by phone.
3. When you're happy, publish the flow so real calls use your changes.

Related: Test and publish changes, Add knowledge, Extract call data.