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    Agent conversational Flow

    Learn how to configure the conversational flow and details for your agent.

    1. Overview

    The Conversational Flow section allows you to create structured instructions for your agent, defining how it should handle different parts of a conversation and what actions it should take.

    Overview of conversational flow

    2. Key Benefits

  1. Guide your agent through complex conversation scenarios
  2. Ensure consistent handling of specific topics
  3. Create a logical flow for multi-step processes
  4. Provide detailed instructions for specialized tasks

    5. 3. Section Management

    Manage different stages of the conversation by creating, reordering, or removing instruction sections.

  5. Add Sections: Create new instruction blocks for different conversation stages
  6. Reorder Sections: Drag and drop to change the sequence of instructions
  7. Remove Sections: Delete unnecessary instruction blocks
    8. Section management

    4. Section Configuration

    Customize the content and behavior of each section in the conversational flow.

  8. Section Title: A descriptive name for this conversation stage
  9. Instructions: Detailed guidance for how the agent should handle this part of the conversation
    10. Section configuration

    5. Welcome Message

    You can add or edit the welcome message from the conversation flow section. The welcome message is currently static.

    Welcome message

    6. Plan Your Conversation Structure

    Before adding sections, outline the key stages of your ideal conversation such as Introduction, Information gathering, Problem solving, and Conclusion.

    7. Create Sections for Each Stage

    Add a section for each conversation stage with clear, descriptive titles and detailed instructions for the agent.

    8. Provide Detailed Instructions

    In each section, include what information to collect, how to respond to specific questions, when to move to the next stage, and any actions to take (e.g., scheduling or data collection).

    9. Test and Refine

    After setting up your flow, test conversations to ensure the agent follows instructions. Refine sections based on user interactions and add new ones as needed.

    10. Best Practices

  10. Write instructions in clear, direct language
  11. Include example responses for complex scenarios
  12. Specify exactly what information to collect
  13. Provide fallback instructions for unexpected situations
  14. Keep sections focused on specific conversation stages

    15. 11. Pro Tips

  15. Start with fewer sections and add more as needed
  16. Use the drag-and-drop feature to optimize conversation flow
  17. Review conversation recordings to identify areas for improvement
  18. Update your flow regularly based on common user interactions