Nodes are the building blocks of your conversation flow. Each type serves a specific purpose in guiding the conversation from start to finish.
Node Types at a Glance Node Purpose When to Use Default Conversation step Each conversation point where the agent speaks and listens API Call External data Fetch or send data mid-conversation Transfer Call Handoff to human Connect caller to a live agent End Call Terminate call Natural conversation endings Pre-Call API Load context Get data before the call starts Post-Call API Save data Send data after the call ends
Default Node The workhorse of your flow. Each Default node represents one step in the conversation where your agent speaks and waits for a response.
Configuration Click a Default node to open its settings panel.
Field Description Name Identifier shown on the canvas Prompt What the agent says at this step Branches Output paths based on caller response
Uninterruptible Mode When enabled, the user cannot interrupt the bot while it is speaking on this node. This ensures the bot completes its message before any user interaction is allowed.
Setting Behavior OFF (default)Caller can interrupt at any time ON Bot must finish speaking before caller input is processed
Use Uninterruptible mode for critical messages like legal disclaimers, confirmation summaries, or important instructions that shouldn’t be cut off.
Example Prompts Greeting
Question
Confirmation
Hi! Thanks for calling Acme Support. My name is Alex. How can I help you today?
I'd be happy to help with that. First, could you tell me your account number or the email on file?
Just to confirm — you'd like to schedule a demo for next Tuesday at 2pm. Is that correct?
API Call Node Connect your agent to external systems mid-conversation. Fetch data, book appointments, update records — anything your APIs can do.
Requirements API Call nodes have connection requirements:
Must have at least one incoming connection
Must have at least one outgoing connection
Must have an endpoint URL configured
Configuration Click an API Call node to configure the request.
Select the HTTP method and enter the full API endpoint URL you want to call. Field Description Method HTTP method (GET, POST, PUT, PATCH, DELETE) URL Full endpoint URL (e.g., https://api.example.com/customers)
Use variables in the URL for dynamic requests: https://api.example.com/customers/{{caller_phone}}
Construct the data payload for your request. This is typically required for POST, PUT, or PATCH methods. { "phone" : "{{caller_phone}}" , "name" : "{{customer_name}}" , "action" : "lookup" }
Variables are replaced with actual values at runtime. Branching on Results After extracting response data, you can branch based on the results:
[API Call: Check Account] ├── Success ({{account_tier}} == "premium") → VIP Flow ├── Success ({{account_tier}} == "basic") → Standard Flow ├── Error → Fallback / Transfer
Transfer Call Node Hand the conversation to a human when needed — for escalations, complex issues, or high-value opportunities.
Configuration Field Required Description Name Yes Identifier (e.g., transfer_to_sales) Description Yes When this transfer should trigger Phone Number Yes Transfer destination with country code Transfer Type Yes Cold or Warm
Transfer Types Cold Transfer
Warm Transfer
Immediate handoff. The caller is connected directly to the destination without any briefing to the receiving agent.Pros Cons Fast No context for receiving agent Simple Caller may repeat themselves
Best for:
Simple escalations
When context isn’t needed
Time-sensitive transfers
High call volume scenarios
AI briefs the agent first. The receiving agent gets context before the caller joins.Pros Cons Human has context Slightly longer Better experience More configuration
Best for:
Complex issues needing context
VIP callers
When continuity matters
Warm Transfer Options Setting Description On-hold Music What the caller hears while waiting for connection Transfer if Human Skip transfer if voicemail detected (coming soon) Whisper Message Private message only the agent hears before connecting Handoff Message What the AI says to brief the receiving agent Three-way Message Message both parties hear when connected
Example Whisper Message: Incoming transfer: Customer calling about a billing dispute. They've been charged twice for order #12345. Identity already verified.
Example Three-way Message: I've connected you with Sarah from our billing team. Sarah, this customer is calling about a duplicate charge.
End Call Node Gracefully conclude the conversation when the interaction is complete.
Configuration Field Description Name Identifier for this ending Closing Message Final words before hanging up
Example Closings Successful
Transferred
Not Qualified
Great! You're all set. Is there anything else I can help you with today? ... Perfect, thank you for calling Acme. Have a wonderful day!
I'm connecting you now. Thanks for calling Acme, and have a great day!
Thanks so much for your interest. I'll have someone send over some resources that might be helpful. Take care!
Every path must end. Make sure all branches in your flow eventually reach an End Call or Transfer Call node.
Pre-Call API Node Execute API calls before your agent says hello. Perfect for loading personalized data that shapes the entire conversation.
When It Runs The Pre-Call API executes immediately when the call connects, before any conversation:
Phone rings / Call connects
Pre-Call API executes ← HereData available in variables
Conversation starts (first Default node)
Configuration Pre-Call API uses the same configuration as the API Call node :
Request: Method + URLHeaders: Key-value pairsBody: JSON payload (for POST requests)Extract Response Data: Variable name + JSONPath
Use Cases Scenario What to Fetch CRM Lookup Customer history before greeting Account Status Check for open issues or alerts Personalization Load name, preferences, language Routing Logic VIP status, time zone, special handling
Example GET https://crm.example.com/lookup?phone={{caller_phone}} Response Mapping: $.customer_name → customer_name $.last_ticket → last_issue $.tier → account_tier
Your greeting node can now say:
"Hi {{customer_name}}! Thanks for calling back. Are you still having trouble with {{last_issue}}?"
Post-Call API Node Trigger actions after the call ends. Perfect for logging outcomes, updating CRMs, and triggering follow-ups.
When It Runs The Post-Call API executes after the conversation ends:
Conversation ends (End Call node reached)
Call terminates
Post-Call API executes ← HereData saved externally
Configuration Post-Call API uses the same configuration as the API Call node :
Request: Method + URLHeaders: Key-value pairsBody: JSON payload (typically POST)Extract Response Data: Variable name + JSONPath
Use Cases Scenario What to Send CRM Logging Call summary, outcome, duration Ticket Creation Issue details, priority level Follow-up Triggers Send email confirmations, SMS receipts Analytics Custom metrics, conversion tracking
Example POST https://crm.example.com/calls Body: { "phone": "{{caller_phone}}", "duration": "{{call_duration}}", "outcome": "{{disposition}}", "notes": "{{call_summary}}", "agent_id": "{{agent_id}}", "collected": { "name": "{{collected_name}}", "budget": "{{collected_budget}}" } }
Choosing the Right Node If you need to… Use Ask a question or give information Default Node Make the bot uninterruptible for a message Default Node with Uninterruptible ON Get external data mid-conversation API Call Node Transfer to a human Transfer Call Node End the conversation End Call Node Load data before the call starts Pre-Call API Node Save data after the call ends Post-Call API Node
Next
Conditions & Branching Create dynamic conversation paths
Variables Use dynamic data in your nodes
