Step Nodes - Documentation

Prompt

The Prompt node forms the intelligent core of your conversational agent by defining behavioral instructions and contextual responses. This feature allows you to structure conversational logic with maximum precision.

Use Cases

Definition of responses to specific requests
Management of complex conversation graphs
Integration of business logic into interactions

Configuration Parameters

Field	Description
Action Name	Name of the node
Prompt	Detailed content of behavioral directives

The prompt can be dynamic by inserting a variable via the data selector. Use dynamic variables

Instruction Structure

The prompt editor allows you to define:

Trigger Contexts: Specific activation situations
Structured Responses: Response scripts organized by scenarios
Conditional Actions: Behaviors based on interactions

Prompt

Learn to configure and contextualize your prompt effectively.

Best Practices

Structure your instructions by use case
Use bullet points for clarity
Integrate precise conditions to avoid ambiguities
Activate only the actions necessary for the context

Speech Recognition Configuration

This section allows you to enable customization of end-of-speech detection only for this step (in its entirety). This allows, for example, to indicate to the agent that it should wait longer before considering that its interlocutor has finished their sentence.

Example:

400 ms: For a standard conversation
2500 ms: Optimal to let the user spell

Global Action Calls

This section allows you to activate the visibility of global actions made available to the agent for this particular prompt.

LLM Transitions (`tool call`)

The Prompt action also allows for configuring intelligent transitions between the steps of your conversation graph. This advanced feature makes it easier to create dynamic journeys based on artificial intelligence. Transition Parameters

Field	Description	Required
Transition Name	Descriptive identifier for the transition (maximum 64 characters)
Transition Description (prompt)	Activation conditions for this transition in natural language
Transition Message	Message spoken by the agent during execution (optional)
Extraction Variables	Variables to capture during the transition for later use

The prompt can be dynamic by inserting a variable via the data selector. Use dynamic variables

Transition Message Configuration The interface offers a button to enable the configuration of a custom message:

Enable: Allows you to define a specific message that the agent will say
Enable and Empty Message: The agent automatically generates an appropriate transition message
Disable: The agent will not speak during the transition

Example message: "We are creating the appointment in the salesperson's calendar, please wait"

The transition message can be dynamic by inserting a variable via the data selector. Use dynamic variables

Variable Extraction This feature allows you to capture information during the transition:

Variable Name: Technical identifier for reference (e.g., appointmentDay)
Description: Explanation of what this variable represents (e.g., “The appointment day provided by the user”)
Required: Optional configuration to make extraction mandatory
Type: Type of variable to extract (string, number, boolean)

These variables can be reused in other steps of the graph to personalize the conversational experience.

Best Practices

Use natural and precise language in your behavioral instructions
Systematically test your configurations before deployment
Structure your instructions with bullet points for clarity
Define clear variable names for easier maintenance
Configure informative transition messages to enhance user experience

Say

The Say node allows the agent to communicate predefined or dynamic vocal messages during the phone interaction.

Use Cases

Personalized welcome messages according to context
Communications of specific information during the call
Confirmations and vocal acknowledgments

Configuration Parameters

Field	Description
Action Name	Name of the node
Phrase to Say	Textual content of the message that the agent will pronounce

The message must be written in the agent’s primary language (in this example: American English) to ensure optimal pronunciation.

The phrase can be dynamic by inserting a variable via the data selector. Use dynamic variables
Best Practices

Use natural and conversational language
Avoid overly long phrases that may lose attention
Integrate variables to personalize the experience

Call Transfer

The Transfer node enables the intelligent redirection of a call to another agent or an external number. This strategic feature can be configured to execute at different times during the interaction.

Use Cases

Transfer to a specialized agent when a particular request is identified
Redirection to an external service outside of business hours
Automatic escalation to technical support for complex issues

Configuration Parameters

When configuring a transfer action, please provide the following information:

Field	Description
Action Name	Name of the node
SIP Connection	Selection of an existing SIP connection for the transfer (optional)
Maximum Ring Duration	Maximum ring duration (in seconds) before interrupting the transfer and resuming the call by the agent (Min 5s, Max 45s, Default 20s)

Adding a Transfer Number

Add a phone number by entering a number in the international E.164 format (e.g., +33612375667).

The phone number (in international E.164 format, e.g., +33612375667) can be dynamically injected by inserting a variable via the data selector. Use dynamic variables

SIP Connection

If you have one or more existing SIP configuration(s) (see SIP Connection), you can use them as the destination for the transfer action. Alternatively, enter the SIP identifier of your destination instead of a standard phone number. Custom Headers You can configure additional SIP headers specific to this transfer:

Click Add to add a new header
For each header, specify:
- Header Name: Name of the SIP header
- Header Value: Value associated with this header

The destination ID and the value of a header can be dynamically injected by inserting a variable via the data selector. Use dynamic variables

Maximum Ring Duration

You can adjust the maximum wait time before considering the transfer to have failed. The default parameter is 20 seconds (Min 5s, Max 45s).

Best Practices

Define time slots aligned with the actual availability of your teams
Use clear descriptions for each transfer destination
Perform comprehensive testing of the transfer journey to ensure a smooth experience

Transfer List

The Transfer List node enables the intelligent selection of a transfer recipient from a predefined list of contacts or services. This feature seamlessly integrates into the conversational graph to automatically guide the caller to the right interlocutor.

Use Cases

Automatic selection of the appropriate service based on the customer’s request
Transfer to a specialist according to predefined criteria
Centralized management of transfer contacts by service category

Configuration Parameters

Field	Description
Action Name	Name of the node
Prompt	Contextual instructions defining the activation conditions for this action

Transfer List

The interface allows you to configure a structured list of contacts with all the necessary information:

Column	Description
column1	e.g., Name or description of the service/department
column2	e.g., Phone number in international format
…
Actions	Options for modifying and deleting entries

Restricting Hours

You can precisely define, by row of the table, the time slots that permit transfers:

Click on the Edit Availability icon in the corresponding row’s actions
Select eligible days (Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday)
Define the available hours (e.g., 09:00 - 17:00)
Click Add to validate this time slot.

You have the option to define multiple daily time slots by selecting new time slots and clicking Add again
A hidden column isAvailable will be automatically added to your row and as an output variable of the node to allow reusing the information in the following nodes

Best Practices

Use clear and explicit service descriptions
Regularly check the validity of phone numbers
Organize your services by frequency of use

Output Variables

The execution of this action automatically generates a transferList variable (the name of the variable is modifiable) that is an array of objects containing the previously configured information:

transferList

[
    {
        "service": "Support",
        "phone": "+33612345679",
        "isAvailable": false
    },
    {
        "service": "Customer service",
        "phone": "+33612345678",
        "isAvailable": false
    }
]

The variable transferList will be reusable in subsequent nodes of your graph and can be dynamically injected via the data selector. Use dynamic variables

List

The List node allows the creation and management of structured data lists usable throughout the interaction. This feature offers maximum flexibility for organizing and processing static information.

Configuration Parameters

Two operating modes are available:

Table Mode
Variable Reference

Table mode allows for direct input of structured lists through a tabular interface.

Variable reference mode allows for the use of lists generated by other actions by referencing an array type variable from the data selector. Use dynamic variables

Field	Description
Action Name	Name of the node
List Prompt	Contextual instructions for using this list
Configuration Mode	Selection between “Table Mode” and “Variable Reference”

List Configuration

The interface allows for configuring a structured list with all your specific information:

Column	Description
column1	e.g., Name or description of the service/department
column2	e.g., Phone number in international format
…
Actions	Options for modifying and deleting entries

Best Practices

Structure your data consistently
Use explicit column names

Output Variables

The execution of this action automatically generates a list variable (modifiable) that is an array of objects containing the previously configured information:

list

[
    {
        "service": "Support",
        "phone": "+33612345679"
    },
    {
        "service": "Customer service",
        "phone": "+33612345678"
    }
]

The variable list will be reusable in subsequent nodes of your graph and can be dynamically injected via the data selector. Use dynamic variables

Workflow

This feature allows for developing sophisticated integrations with your external systems during the course of your communications.

Configuration Parameters

Field	Description
Action Name	Name of the node
Select a Workflow	Selection of the workflow to call that was previously configured
var1	Variable var1 requested as input for the workflow
var2	Variable var2 requested as input for the workflow
…

Input variables for the workflow (var1, var2, …) can be dynamically injected by inserting a variable via the data selector. Use dynamic variables

Configure Workflows During the Call

See how to configure workflows

Output Variables

The execution of this workflow must generate a json data structure as output to be used as a variable in subsequent nodes.

You will be able to copy this return in the last step of your workflow and paste it here so that this data structure is taken into account in the data selector. Use dynamic variables.

Router

Configuring a hang-up action requires defining the following parameters:

Configuration Parameters

Parameter	Description
Action Name	Name of the node

Use Cases

Creation of conditional branches based on the interlocutor’s responses
Intelligent routing based on customer or contextual data
Implementation of complex business logic with multiple conditions
Personalization of conversation pathways based on variable parameters

Transition Conditions

The Router action allows creating conditional branches in your conversation graph by defining complex logical rules. This strategic feature gives you the opportunity to guide your agent’s behavior based on specific criteria and multiple conditions.

Execute If (primary condition) Defines the primary condition that determines the execution of this branch:

First Value: Enter the variable or value to evaluate (e.g., isOpen, customerNumber)
Operator: Select the comparison operator appropriate for the data type
Second Value (optional depending on the operator): Reference value for comparison (e.g., 12345)

And If (additional conditions) Allows you to add additional conditions to refine the logic.

The first and second values can be dynamic by inserting a variable via the data selector. Use dynamic variables

Available Operators

The platform offers a complete range of operators for building your conditions: Boolean Operators

Is false: Checks if the value is false
Is true: Checks if the value is true

Date Operators

Is after: Checks if the date is later
Is before: Checks if the date is earlier
Is equal to: Checks date equality

Field Operators

Does not exist: Checks for the absence of the field
Exists: Checks for the presence of the field

List Operators

Contains: Checks if the list contains the item
Does not contain: Checks for the absence of the item
Is empty: Checks if the list is empty
Is not empty: Checks if the list contains items

Temporal Operators (relative to now, at the time of the call)

In timeslot: Checks if within the time slot
Not in timeslot: Checks if outside the time slot

Numeric Operators

Is equal to: Numeric equality
Is greater than: Strict superiority
Is less than: Strict inferiority

Text Operators

Contains: Contains the substring
Does not contain: Does not contain the substring
Does not end with: Does not end with
Does not exactly match: Does not match exactly
Does not start with: Does not start with
Ends with: Ends with
Exactly matches: Matches exactly
Starts with: Starts with

Advanced Conditional Logic

Combining Conditions

Use the +And and +Or buttons to create complex logics
Combine multiple conditions with boolean operators
Create sophisticated routing rules for complex business scenarios

Example Configuration:

Transition Name: "Open"

Execute if:
- First Value: isOpen
- Operator: Is true

And if:
- First Value: customerNumber
- Operator: Is equal to
- Second Value: 12345

Best Practices

Use explicit transition names for easier maintenance
Test each conditional branch individually
Document business logic for easier future modifications
Avoid overly complex conditions that could create errors

Hang Up

The hang-up action allows for controlled termination of a communication under specifically defined conditions. This feature can be implemented at various stages of the interaction.

A default hang-up mechanism (not visible in this interface) is already integrated to avoid interaction loops while preserving the quality of the user experience.

Use Cases

The hang-up action is particularly relevant when all conversation objectives have been achieved.

Configuration Parameters

Configuring a hang-up action requires defining the following parameters:

Parameter	Description
Action Name	Name of the node

​Prompt

​Use Cases

​Configuration Parameters

​Instruction Structure

Prompt

​Best Practices

​Speech Recognition Configuration

​Global Action Calls

​LLM Transitions (tool call)

​Best Practices

​Say

​Use Cases

​Configuration Parameters

​Best Practices

​Call Transfer

​Use Cases

​Configuration Parameters

​Adding a Transfer Number

​SIP Connection

​Maximum Ring Duration

​Best Practices

​Transfer List

​Use Cases

​Configuration Parameters

​Transfer List

​Restricting Hours

​Best Practices

​Output Variables

​List

​Configuration Parameters

​List Configuration

​Best Practices

​Output Variables

​Workflow

​Configuration Parameters

Configure Workflows During the Call

​Output Variables

​Router

​Configuration Parameters

​Use Cases

​Transition Conditions

​Available Operators

​Advanced Conditional Logic

​Best Practices

​Hang Up

​Use Cases

​Configuration Parameters

Prompt

Use Cases

Configuration Parameters

Instruction Structure

Best Practices

Speech Recognition Configuration

Global Action Calls

LLM Transitions (`tool call`)

Best Practices

Say

Use Cases

Configuration Parameters

Best Practices

Call Transfer

Use Cases

Configuration Parameters

Adding a Transfer Number

SIP Connection

Maximum Ring Duration

Best Practices

Transfer List

Use Cases

Configuration Parameters

Transfer List

Restricting Hours

Best Practices

Output Variables

List

Configuration Parameters

List Configuration

Best Practices

Output Variables

Workflow

Configuration Parameters

Output Variables

Router

Configuration Parameters

Use Cases

Transition Conditions

Available Operators

Advanced Conditional Logic

Best Practices

Hang Up

Use Cases

Configuration Parameters