Artificial Intelligence · 1 min read
How to Create and Configure Voice AI Flows
A Voice AI flow is a set of connected nodes that controls how a call goes. Each node handles one part of the call.
Example: Start Call > Greeter Agent > Router > Qualification Agent > Update Contact > End Call.
For an overview of node types, see Getting Started with the Flow-Based Builder for Voice AI.
Step 1: Create a flow-based agent
- Go to AI Agents > Voice AI.
- Click Create Agent and choose Flow-Based.
- Name the agent and pick a template or blank canvas.
Step 2: Set up the first agent
- Click the first AI Agent node.
- Write the greeting and its instructions, such as "Greet the caller and find out why they're calling."
- Connect a knowledge base if it needs to answer questions.
Step 3: Add agents and routing
- Add a Router after the first agent.
- Add a path for each reason someone might call, such as "new customer" or "existing customer."
- Connect each path to its own agent node with focused instructions.
Step 4: Add actions
Add action nodes where the call needs to do something, such as book an appointment, update a contact, transfer the call, or call an outside service.
Step 5: Set voice and call settings
Choose the voice, language, and call settings such as maximum call length and what happens when the caller is silent.
Step 6: Test the flow
- Click Test and start a web call.
- Try each path.
- Check the logs to see which nodes ran.
- Fix any issues, then assign a phone number and publish.