Workflow Designer

The Workflow Designer is the full-screen canvas where you build the conversation plan for an AI Agent. A workflow tells the AI Agent what to say, what information to collect, and which actions it can take.

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Create or open a workflow

Open Build → Workflows, then choose Create Workflow or open an existing workflow. Choose Chat for text conversations or Voice for calls. The designer opens after you create the workflow.

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Build the conversation

Use the canvas to connect steps from the beginning of a conversation to the end:

• Start begins the conversation.
• Agent lets the AI Agent speak with the customer and use instructions, knowledge, and tools.
• Supervisor helps route work between parts of a larger flow.
• Task handles one focused job.
• Task Group keeps related tasks together.
• Transfer sends the conversation to a person or another destination.
• End finishes the conversation.

For details about each step, see Workflow nodes and the node guides below it.

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Configure the AI Agent

Select a node to open its settings. Depending on the node, you can add instructions, choose a model or voice, connect knowledge, enable tools, and set the next step. Keep instructions focused on what the node needs to do.

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Save and publish

Save the workflow while you work. When it is ready, publish it before connecting it to a channel, inbound, or campaign. A channel uses the published version; later edits do not reach customers until you publish the new version.

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Test the result

Use Playground to send messages or start a test call. Check normal questions, missing information, tool actions, and handover paths before going live.