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A conversational flow is built from nodes (the stages of a conversation) and transitions (the rules that move the conversation from one stage to the next). This guide walks you through creating both.

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Adding a New Node

  1. Make sure you are in editing mode (click Start Editing if the button is visible).
  2. Click the Add Node button in the toolbar above the canvas.
  3. Fill in the fields in the Create New Node dialog:
The Create New Node dialog with fields for name, type, and instructions
FieldDescription
Node NameA short, descriptive label for this stage of the conversation (for example, “Greeting”, “Qualify Lead”, “Schedule Demo”). This name appears on the node card in the canvas.
Node TypeDetermines the special behavior of the node. See the table below.
InstructionsThe AI prompt for this stage. Write in plain language what the agent should do, say, or ask when the conversation reaches this node.

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Node Types

TypePurpose
Normal ConversationA general-purpose node for dialogue, Q&A, or any step that does not require built-in contact or scheduling features.
Contact CollectionAutomatically enables contact-information gathering at this node. The agent will prompt the visitor for details such as name, email, and phone number.
Schedule MeetingAutomatically enables meeting-booking capabilities at this node. The agent can check calendar availability and help the visitor pick a time.
  1. Click Create Node. The new node appears on the canvas and you can drag it to the desired position.

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Understanding Transitions

Transitions are the arrows that connect one node to another. Each transition carries a condition — a plain-language rule that tells the AI when to move the conversation along that path. For example, a “Greeting” node might have two transitions:
  • “If the visitor is a new prospect asking about pricing” — leads to the “New Prospect Information” node.
  • “If the visitor is an existing customer” — leads to the “Existing Customer Support” node.
The AI reads all available transition conditions at each turn and picks the one that best matches the visitor’s latest message. If none match, the conversation stays at the current node.

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Creating a Transition

There are two ways to add a transition:

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Option A — From the Node Card

Each node card on the canvas displays its existing transitions in the Transitions section at the bottom. In editing mode, you will see an Add transition button there. Clicking it creates a new, unconnected transition that you can configure later.

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Option B — Drag a Connection

  1. Hover over a node until you see a small handle (a dot) at the edge of the node.
  2. Click and drag from that handle to another node on the canvas.
  3. Release the mouse over the target node. A new transition is created and the Edit Transition panel opens on the right so you can set the condition.

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Editing a Transition

Click on any transition arrow in the canvas, or click on a numbered transition item inside a node card. The Edit Transition panel opens on the right side of the screen. The Edit Transition panel showing source node, destination, condition, and automation fields
FieldDescription
Source and DestinationDisplayed at the top of the panel. Shows which node the transition leaves from and which node it leads to.
Transition Name (optional)A short label for your own reference. This name does not affect AI behavior. Maximum 100 characters.
Destination NodeA dropdown that lets you change the target node this transition leads to.
Transition ConditionThe plain-language rule the AI uses to decide whether to follow this transition. Write it as a clear “if” statement describing the visitor’s intent or message content.
AutomationOptional. Lets you set custom contact fields automatically when this transition is triggered. Click Add to configure an automation rule.
At the bottom of the panel you will find:
ActionWhat It Does
Disconnect EdgeRemoves the visual arrow but keeps the transition definition on the source node, so you can reconnect it later.
Delete TransitionPermanently removes the transition and its condition from the flow.

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Rearranging Nodes

Drag any node to reposition it on the canvas. The transition arrows automatically adjust to follow the new layout. Node positions are saved when you click Save Flow.

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Deleting a Node

  1. Click on the node to open its configuration panel on the right.
  2. Scroll to the bottom and click Delete Node.
  3. Confirm the deletion when prompted.
Deleting a node also removes all transitions that lead to or from it. Make sure you reassign any critical paths before deleting.

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Best Practices

  • Keep conditions specific and non-overlapping. If two transitions from the same node have vague or similar conditions, the AI may choose the wrong path. Use clear, distinct criteria for each transition.
  • Always have a fallback path. Consider adding a transition for cases where the visitor’s intent does not match any specific condition (for example, “If the visitor’s request does not match any other category”).
  • Name your nodes descriptively. Short, clear names like “Qualify Lead” or “Book Demo” make the flow easy to read at a glance.
  • Test after major changes. Use the Preview tab to walk through your flow as a visitor would, verifying that each transition fires at the right time.
  • Save frequently. Click Save Flow after adding or modifying nodes and transitions to avoid losing work.

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Next Steps