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The Conversation stage is the primary node for AI-powered dialogue. It processes user input, generates contextual responses, and routes the conversation based on conditions you define.

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Overview

Conversation nodes handle the back-and-forth dialogue between your agent and the caller. They can:
  • Generate dynamic AI responses based on a prompt
  • Deliver static pre-written messages
  • Use knowledge base content for accurate answers
  • Route to other stages based on conversation context
Conversation nodes are colored blue on the canvas.

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Configuration

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Mode

Choose how the node generates responses:
The AI generates responses dynamically based on your instructions.Best for:
  • Open-ended conversations
  • Q&A interactions
  • Complex decision-making
  • Personalized responses
You are a helpful product specialist for Acme Corp.
- Answer questions about our products
- Recommend products based on customer needs
- If asked about pricing, provide current prices
- Stay friendly and professional

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Prompt

When using Prompt Mode, the prompt tells the AI how to behave in this stage. Writing effective prompts:
Tell the AI exactly what it should and shouldn’t do.
You are a returns specialist.
- Help customers with return requests
- Ask for order number if not provided
- Explain our 30-day return policy
- DO NOT process refunds directly
- DO NOT discuss products outside returns
Define what’s out of scope to prevent unwanted responses.
You can help with:
- Account questions
- Billing inquiries
- Technical support

You cannot help with:
- Medical advice
- Legal matters
- Competitor products
Give the AI background information it needs.
You are Alex from Acme Corp's premium support team.
The customer has been verified as a Premium member.
They have priority support and a dedicated account manager.

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Static Message

When using Static Mode, enter the exact message the agent should speak.

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Skip Response

Toggle to skip AI response generation. Useful when:
  • You only need to evaluate transitions
  • The response comes from a previous node
  • You’re using the node purely for routing

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Transitions

Transitions define when and where to route the conversation. Each transition has:
  • Condition: When this transition should trigger
  • Target: Which node to go to

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Adding Transitions

  1. Scroll to the Transitions section in the node config
  2. Click Add Transition
  3. Enter a condition in natural language
  4. Select the target node

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Condition Examples

ConditionUse Case
”The customer wants to speak to a human”Route to Human Transfer
”The customer is asking about pricing”Route to Pricing node
”The customer confirms they’re done”Route to End Call
”The customer mentions an order number”Route to Order Lookup
Conditions are evaluated by the AI using natural language understanding. Write them as clear descriptions of when the transition should trigger.

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Knowledge Base

Attach a knowledge base folder to enable RAG (Retrieval-Augmented Generation):
SettingDescription
FolderSelect which KB folder to use
Top-KNumber of results to retrieve (default: 5)
RerankingEnable for better accuracy (default: on)
When a caller asks a question, the AI searches the knowledge base and includes relevant content in its response.

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Training Examples

Improve AI performance with examples:

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Free-form Examples

Add industry-specific patterns or edge cases: 
When customers ask about "the thing that beeps",
they usually mean the smoke detector model SD-100.

Our warranty is 2 years for electronics,
5 years for appliances.

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Conversation Examples

Structured agent/caller exchanges to guide behavior: 
[
  {
    "caller": "I want to return something",
    "agent": "I'd be happy to help with your return. Could you provide your order number?"
  },
  {
    "caller": "It's order 12345",
    "agent": "Thank you. I found your order. What item would you like to return?"
  }
]

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Example Configurations

Mode: Prompt
Prompt: |
  You are a customer support agent for Acme Corp.
  - Answer general questions
  - Look up information in the knowledge base
  - If you can't help, offer to transfer to a specialist

Knowledge Base: /General-FAQ

Transitions:
  - "Customer wants to speak to human" → Human Transfer
  - "Customer says goodbye or is done" → End Call
  - "Customer has billing question" → Billing Support

Mode: Prompt
Prompt: |
  Help customers find the right product.
  Ask about their needs, budget, and preferences.
  Recommend up to 3 products from our catalog.

Knowledge Base: /Products

Transitions:
  - "Customer is ready to purchase" → Order Process
  - "Customer wants more options" → (loop back)
  - "Customer is not interested" → End Call

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Best Practices

Single Responsibility

Each conversation node should handle one topic or task. Split complex flows into multiple nodes.

Clear Transitions

Write unambiguous conditions. “Customer wants help” is vague; “Customer asks about returns” is specific.

Test Thoroughly

Test each path through the node. Try edge cases and unexpected inputs.

Use Knowledge Base

For factual information, use the knowledge base rather than hardcoding in prompts.

Transitions

Deep dive into transition configuration

Knowledge Base

Set up your knowledge base

Data Extraction

Collect structured information

System Prompt

Configure global AI behavior