Editing a Workflow

Overview#

A workflow is a graph of connected nodes representing conversation stages, with pathways defining agent movement between stages.

Global Node#

Contains instructions applicable throughout the entire call:

• Company context
• Overall agent goal
• Tone and personality
• Common objection handling

Node-Level Toggles#

Add Global Prompt#

• Recommended to inject Global Node instructions into most nodes

Allow Interruption#

• Default "On": Bot stops and responds to user interruption
• "Off": Bot continues speaking, ignoring user input

Detect Voicemail#

• Available only in Start Node
• Automatically disconnects if voicemail detected

Variable Extraction#

Supported in Agent and End Call Nodes:

• Extract structured variables
• Define name, type, and description
• Examples: customer name, budget, interest

Webhook Node#

• Executed at call end
• Sends payload to specific endpoint
• Use for:
• Storing call data
• Triggering automation
• Syncing with CRMs

Editing Workflows#

• Selectively delete nodes/pathways
• Completely reset workflow

Pathways and Tool Calls#

• Define agent node movement
• Use tool calls to transition between nodes
• "tool" is a reserved keyword for function calls and actions

Practical editing flow#

1. Start with the minimum path that completes the call goal.
2. Add branches only after the main path works in testing.
3. Keep prompts, variables, and tools close to the node where they are actually used.
4. After changing pathways, test the positive path, fallback path, and caller interruption path.

Review checklist#

• Every node has a clear purpose.
• Every pathway condition is specific enough for the model to choose it confidently.
• Tools are attached only where they are needed.
• The workflow has a clean ending and does not trap callers in a loop.