Conversation Node

Overview

The conversation node is the most commonly used node type in flow agents. It’s designed for having natural conversations with users, where the AI listens, understands, and responds based on its prompt and context. Key characteristic: When inside a conversation node, the agent focuses on dialogue without calling tools or performing actions (unless configured otherwise).

When to Use

Use conversation nodes to:

Greet callers and establish rapport
Ask questions and collect information
Provide information or explanations
Handle objections or concerns
Confirm understanding or intent
Give instructions or directions
Conduct surveys or questionnaires

Core Configuration

Message Type

Choose how the agent’s response is generated:

Prompt (Dynamic)

The agent generates responses dynamically based on the prompt and conversation context. Best for:

Natural conversations
Handling varied user inputs
Adaptive responses
Complex scenarios

Example:

Prompt: "Ask the user for their name and phone number.
Be friendly and explain we need this for follow-up."

Agent might say:

“Hi! To help you better, could I get your name and phone number?”
“Great! And what’s the best number to reach you at?”

Static (Fixed Message)

The agent speaks a predetermined message exactly as written. Best for:

Consistent greetings
Legal disclaimers
Scripted announcements
Confirmation messages

Example:

Static Message: "Thank you for calling Acme Corp.
This call may be recorded for quality assurance."

Agent says exactly this, every time.

Node Prompt

The instructions that guide the agent’s behavior within this specific node. Structure your prompt:

## Objective
[What should this node accomplish?]

## Context
[What information does the agent have at this point?]

## Instructions
[How should the agent behave? What to ask?]

## Constraints
[What should the agent NOT do or say?]

## Success Criteria
[When is this node's job complete?]

Reference available variables with {{variable_name}} syntax. Prompts also support full Jinja2 template syntax — use conditionals, filters, and expressions to build dynamic prompts. See the Jinja2 Template Designer Documentation for the full reference. Each node should have a distinct, focused purpose. Example - Information Gathering Node:

## Objective
Collect the customer's appointment preferences.

## Instructions
- Ask what service they're interested in
- Ask for their preferred date and time
- Confirm availability exists before moving forward
- Be friendly and accommoding

## Constraints
- Don't book the appointment yet (that's the next node)
- Don't ask for payment information

## Use Variables
- Reference {{customer_name}} if already collected

Advanced Features

Variable Extraction

Automatically extract and store data from the conversation into variables. How to configure:

Enable “Extract Variables”
Define variable name(s) to extract
Optionally provide extraction instructions

Example:

Variable Name: customer_name
Extraction Prompt: "Extract the customer's full name from the conversation"

Variable Name: appointment_date
Extraction Prompt: "Extract the requested appointment date in YYYY-MM-DD format"

Extracted variables become available to:

Subsequent nodes in the flow
Tool parameters
Transition conditions
Other prompts using {{variable_name}}

→ Learn More: Variable System

DTMF Input Capture

Collect sequences of phone keypad digits (account numbers, PINs, confirmation codes). How to configure:

Enable “DTMF Input Capture”
Set variable name (required)
Configure completion conditions (optional):
- Digit Limit: Stop after X digits (1-20)
- Termination Key: Stop when user presses # or *
- Timeout: Stop after X seconds of no input (1-30)

Example - Account Number Collection:

Message: "Please enter your 10-digit account number followed by the pound key"

DTMF Settings:
- Variable Name: account_number
- Digit Limit: 10
- Termination Key: #
- Timeout: 15 seconds

Captured variable usage:

Next node prompt: "Thank you! I'm looking up account {{account_number}} now..."
Tool parameter: account_id = {{account_number}}

→ Learn More: DTMF Features

Transitions

Conversation nodes support all transition types:

1. Natural Language Transitions

Condition: "User confirmed they want to book appointment"
→ Next Node: Book_Appointment

2. Structured Equation Transitions

Condition: {{user_age}} >= 18
→ Next Node: Adult_Workflow

3. DTMF Transitions

Simple DTMF: Press 1 for Sales
→ Next Node: Sales_Department

→ Learn More: Transition Conditions

Global Node Configuration

Any conversation node can be made global, meaning it’s accessible from anywhere in the flow. Global trigger types:

Prompt-Based Global Trigger

Global Condition: "User wants to speak to a human operator"

Accessible from any node when user expresses this intent.

DTMF Global Trigger

Global DTMF Key: 0

Accessible from any node when user presses 0. Common global conversation nodes:

“Speak to operator” (DTMF 0 or natural language)
“Repeat main menu” (DTMF 9)
“Emergency support” (natural language or DTMF *)
“Return to start” (DTMF #)

→ Learn More: Global Nodes

Examples

Example 1: Greeting Node (Static)

Type: Conversation Node
Message Type: Static
Message: "Thank you for calling Acme Corporation. How can I help you today?"
Skip Response: OFF
Transitions:
  - Natural Language: "User states their reason for calling" → Route_Call

Example 2: Information Gathering (Dynamic)

Type: Conversation Node
Message Type: Prompt
Prompt: |
  ## Objective
  Collect customer name, email, and phone number

  ## Instructions
  - Ask for full name first
  - Then ask for email address
  - Finally ask for phone number
  - Confirm you have the correct information
  - Be friendly and patient

  ## Validation
  - Ensure email contains @
  - Ensure phone is 10 digits
  - Repeat back for confirmation

Variable Extraction:
  - customer_name: "Extract full name"
  - customer_email: "Extract email address"
  - customer_phone: "Extract 10-digit phone number"

Transitions:
  - Natural Language: "All information collected and confirmed" → Next_Step
  - Natural Language: "User refused to provide info" → Objection_Handler

Example 3: Account Number Entry (DTMF)

Type: Conversation Node
Message Type: Static
Message: 'Please enter your 8-digit account number followed by the pound key'

DTMF Input Capture:
  Enabled: true
  Variable Name: account_number
  Digit Limit: 8
  Termination Key: #
  Timeout: 20 seconds

Skip Response: OFF
Transitions:
  - Always → Verify_Account (Tool Node)

Example 4: Pre-Transfer Announcement (Skip Response)

Type: Conversation Node
Message Type: Static
Message: 'Perfect! Let me transfer you to our billing specialist. Please hold.'
Skip Response: ON

Transitions:
  - Always → Transfer_To_Billing

Troubleshooting

Agent not following prompt instructions

Solution:

Simplify prompt, be more explicit
Add fine-tune examples
Use stronger LLM model
Split into multiple smaller nodes

Variable extraction not working

Solution:

Make variable names more descriptive
Provide clearer extraction instructions
Ensure conversation contains the data
Check variable reference syntax {{var_name}}

DTMF not capturing correctly

Solution:

Verify digit limit is appropriate
Test with different phones/providers
Increase timeout for slower users
Ensure variable name is valid (snake_case)

Transitions not triggering

Solution:

Review transition conditions carefully
Test with actual user phrases
Check variable availability
Ensure equation syntax is correct
Add fallback “always” transition

Next Steps

Tool Node - Execute functions and API calls
Router Node - Pure logic branching
Transfer Nodes - Call and agent transfers
Transition Conditions - Control conversation flow
Variable System - Pass data between nodes

Questions? Check out Debugging Guide for troubleshooting tips.

Dashboard

Agents

Publishing

Variables

Tools

Knowledge Base

Batch Calls

Call History

Phone Numbers

Configuration

Overview

When to Use

Core Configuration

Message Type

Prompt (Dynamic)

Static (Fixed Message)

Node Prompt

Advanced Features

Variable Extraction

DTMF Input Capture

Transitions

1. Natural Language Transitions

2. Structured Equation Transitions

3. DTMF Transitions

Global Node Configuration

Prompt-Based Global Trigger

DTMF Global Trigger

Examples

Example 1: Greeting Node (Static)

Example 2: Information Gathering (Dynamic)

Example 3: Account Number Entry (DTMF)

Example 4: Pre-Transfer Announcement (Skip Response)

Troubleshooting

Agent not following prompt instructions

Variable extraction not working

DTMF not capturing correctly

Transitions not triggering

Next Steps

​Overview

​When to Use

​Core Configuration

​Message Type

​Prompt (Dynamic)

​Static (Fixed Message)

​Node Prompt

​Advanced Features

​Variable Extraction

​DTMF Input Capture

​Transitions

​1. Natural Language Transitions

​2. Structured Equation Transitions

​3. DTMF Transitions

​Global Node Configuration

​Prompt-Based Global Trigger

​DTMF Global Trigger

​Examples

​Example 1: Greeting Node (Static)

​Example 2: Information Gathering (Dynamic)

​Example 3: Account Number Entry (DTMF)

​Example 4: Pre-Transfer Announcement (Skip Response)

​Troubleshooting

​Agent not following prompt instructions

​Variable extraction not working

​DTMF not capturing correctly

​Transitions not triggering

​Next Steps

Overview

When to Use

Core Configuration

Message Type

Prompt (Dynamic)

Static (Fixed Message)

Node Prompt

Advanced Features

Variable Extraction

DTMF Input Capture

Transitions

1. Natural Language Transitions

2. Structured Equation Transitions

3. DTMF Transitions

Global Node Configuration

Prompt-Based Global Trigger

DTMF Global Trigger

Examples

Example 1: Greeting Node (Static)

Example 2: Information Gathering (Dynamic)

Example 3: Account Number Entry (DTMF)

Example 4: Pre-Transfer Announcement (Skip Response)

Troubleshooting

Agent not following prompt instructions

Variable extraction not working

DTMF not capturing correctly

Transitions not triggering

Next Steps