Global Nodes

Global nodes can be triggered from any point in your conversation flow — they don’t need an explicit edge from another node. Use them for scenarios that can arise at any moment in a conversation, like transferring to a human agent or returning to the main menu.

How to Create a Global Node

Any node type except the Start node can be made global. Open a node’s settings and toggle Global on. When global is enabled, you choose a trigger type — either a natural language condition or a DTMF key. Prompt trigger: The LLM evaluates a natural language condition at every conversation turn.

Global condition: "The user wants to speak with a human agent or representative"

DTMF trigger: The node activates when the user presses a specific keypad key.

Configuration

Setting	Description
isGlobal	Toggle to enable global status
globalConditionType	Trigger type: `prompt` (natural language) or `dtmf` (keypad key)
globalCondition	Natural language trigger condition (when type is `prompt`)
globalDtmfKey	Keypad key: 0–9, *, # (when type is `dtmf`)
globalReturnToSource	Return to the node the user was on before the global node triggered
requiresDoubleConfirm	Ask user to confirm before executing
skipResponse	Execute the node silently without speaking its message

Variable Restrictions

Global conditions support system variables and custom variables only. Extracted variables (collected during the conversation) cannot be used — the global node may be triggered before those variables exist. → See Variable System for the full list of available system variables.

Double Confirmation

When requiresDoubleConfirm is enabled, the agent asks the user to confirm before the node executes.

User: "I want to end the call"
Agent: "Are you sure you want to end this call?"
User: "Yes"
→ End call executes

Use this for irreversible actions like ending a call, canceling an appointment, or deleting data.

Skip Response

When skipResponse is enabled, the node executes without speaking its message. Useful for silent routing — for example, a global router node that checks variables and routes to the right destination without saying anything to the user.

Global DTMF Triggers

Global nodes can be triggered by keypresses from anywhere in the flow, in addition to (or instead of) natural language.

Press 0 → Transfer to Operator
Press 9 → Return to Main Menu

Announce these shortcuts to users in your welcome or menu messages so they know they’re available. → See DTMF Features for full documentation.

Common Examples

Transfer to human agent

Type: Transfer Agent
Global condition: "The user wants to speak with a human agent or representative"
DTMF trigger: 0

Return to main menu

Type: Conversation
Global condition: "The user wants to return to the main menu or start over"
DTMF trigger: 9

End call

Type: End Call
Global condition: "The user wants to end the call or hang up"
Require double confirmation: Yes

Next Steps

Transitions

Control how conversations move between nodes

DTMF Features

Full documentation for keypad interactions

Variables

Understand variable scoping and availability

Node Types

Explore all available node types

Dashboard

Agents

Publishing

Variables

Tools

Knowledge Base

Batch Calls

Call History

Phone Numbers

Configuration

How to Create a Global Node

Configuration

Variable Restrictions

Double Confirmation

Skip Response

Global DTMF Triggers

Common Examples

Next Steps

Transitions

DTMF Features

Variables

Node Types

​How to Create a Global Node

​Configuration

​Variable Restrictions

​Double Confirmation

​Skip Response

​Global DTMF Triggers

​Common Examples

​Next Steps

Transitions

DTMF Features

Variables

Node Types

How to Create a Global Node

Configuration

Variable Restrictions

Double Confirmation

Skip Response

Global DTMF Triggers

Common Examples

Next Steps