What are Flows?
Flows let you design and deploy interactive voice response (IVR) systems using a visual, node-based editor. Each flow is a directed graph of nodes connected by edges — defining exactly how a call is handled from start to finish. Unlike conversational AI agents that rely on language models for open-ended dialogue, flows give you deterministic, predictable call routing with precise control over every step.Deterministic routing
Every call follows a defined path — no ambiguity in how calls are handled.
Visual editor
Drag-and-drop nodes, connect edges, and configure everything visually.
Hybrid AI + IVR
Hand off to AI Agents mid-flow for natural conversation, then return to structured routing.
Built-in integrations
Connect to APIs, databases, CRMs, and send emails or SMS — all within a flow.
When to use Flows vs. AI Agents
| Flows | AI Agents | |
|---|---|---|
| Best for | Structured IVR menus, call routing, data collection | Open-ended conversations, complex Q&A |
| Control | Deterministic — every path is explicitly defined | Probabilistic — LLM decides responses |
| Input | DTMF keypresses, speech recognition | Natural language |
| Extensibility | Nodes for APIs, databases, transfers | Tools, knowledge bases |
Quick start
Create a flow
Navigate to Flows in the sidebar and click Create Flow. Give it a name and description.
Add nodes
Every flow starts with a Start node. Drag nodes from the palette onto the canvas — add an IVR Menu, a Time Check, or a Text to Speech node.
Connect nodes
Draw edges between output handles and the next node’s input. Each output handle represents an event (e.g., a key press, a timeout, or a successful API call).
Configure
Click any node to open its configuration panel. Set prompts, timeouts, API endpoints, transfer destinations, and more.
Terminate
Every path must end with an End Call node or a Transfer node. The editor validates this for you.
Node categories
Flows offers six categories of nodes. Click through to learn about each one.| Category | Purpose | Nodes |
|---|---|---|
| System | Flow lifecycle — start, end, transfer, voicemail | Start, End, Transfer, Voicemail |
| Audio | Play audio or speak text to the caller | Play Audio, Text to Speech |
| Logic | Control flow with conditions, loops, and routing | Condition, Switch, Loop, Wait, Time Check, Date Check, Percent Routing |
| Input | Collect caller input via DTMF or speech | Collect Digits, IVR Menu, Speech Input |
| Integration | Connect to external systems | AI Agent, API Call, Database, Email, SMS |
| Utility | Internal tools for flow development | Note, Set Variable, Transform |