Flow editor and templates

Open Build → Assistants, select an assistant, then open its Flow tab. The visual designer and template gallery are part of that assistant's editor. Use a structured flow to collect required information, branch on answers, run assigned tools and end the conversation.

Flows default off. Enabling Structured flow selects Pipeline speech and requires conversational answer behaviour in Knowledge. If you use Validated documents only, change that setting before applying a template. Realtime speech does not support structured flows.

Build an intake flow

1. Open Templates, select a card and inspect its workflow preview and setup requirements.
2. Choose Use template to open it in Designer, or Start from scratch for an intake and goodbye.
3. Select a stage on the canvas or in the stage list. Edit its instructions, collected information and destinations in Stage settings.
4. Add stages and connect their outputs. For external actions, assign a published tool in Tools, then select it in a Run tools stage.
5. Review Flow settings and resolve the items under Finish these items before saving.
6. Select Save draft in the assistant header. Choose Saved draft and Test draft, then use Review & publish when the saved flow passes your checks.

Browse the 65 templates

The gallery contains 65 templates: Lead qualification, Support triage and Appointment intake, plus 62 use cases adapted from the ElevenLabs template gallery. Each card shows a description, use case, industry, stage count and setup items. Selecting a card previews it without changing your draft.

Search matches names, descriptions, use cases, industries and setup requirements. Use case and Industry filters apply together with the search. To see every template, clear the search and select All use cases and All industries. The result count will show 65 of 65 templates. Scroll the card list to browse the full catalogue.

The added templates collect a request, gather details, review and correct them, then close. Outbound starters first ask permission to continue and end if declined. Use template replaces the current draft's flow and enables structured Pipeline conversation; Undo restores the previous flow and conversation mode within the current editor session.

Review Setup for this use case, supply the required knowledge and configure services and assigned tools for bookings, account lookups, transfers or other actions. Templates are conversation starters; they do not provision integrations or initiate outbound calls. Applying one preserves the assistant's prompt, voice, knowledge and tool assignments. It does not save or publish the draft.

An appointment-intake flow gathers a request. It becomes a booking only when a configured booking tool succeeds.

Edit stages on the canvas

Use Add a stage to choose a stage type. A flow supports up to 30 stages.

Drag a stage to move it. Use Arrange for an automatic layout and the canvas zoom and fit controls to adjust your view. Expand designer provides more workspace while keeping the assistant header controls available; Collapse designer or Escape returns to the normal view. Positions save with the draft, but conversation order comes from connections and destinations.

Select a stage to edit its name, type and instructions. In collection stages, add up to ten fields with a Field name, description and Answer type: text, number or yes/no. Field names use up to 40 lowercase letters, numbers or underscores and start with a letter. Text fields can have Allowed answers, one per line.

Use Require the caller's own wording for text that must appear in the caller's answers, such as a name. Allow unknown after a follow-up permits an optional answer to remain unknown after clarification. Required values must be accepted before the flow advances. Caller-provided information does not establish identity verification.

Connect stages and add branches

Drag an output dot on a stage's right edge to the input on another stage. You can also choose a destination in Stage settings. A collection stage always needs a default destination.

Choose Add branch, select When field, enter Equals and choose Go to. Branches compare values from that collection stage. The value must match the field's answer type and any allowed answers. Use Move up and Move down to set priority: the first matching branch wins; Otherwise, go to is used when no branch matches.

For example, collect a text field named request_type with allowed answers sales and support. Route sales to a lead-intake stage and use a support stage as the default. For a yes/no permission field, route No directly to the goodbye stage.

In a Run tools stage, select tools already assigned in the assistant's Tools tab and set After this tool succeeds. A connection defines the next stage after success; it does not execute the tool when drawn. Declines, timeouts, errors and unknown outcomes do not count as success or trigger blind retries.

Select a connection and press Delete to disconnect it. The branch condition stays in place so you can reconnect its destination. Remove stage clears routes that pointed to that stage. Start and caller-exit stages are protected from removal; choose replacements before removing them. Resolve disconnected routes, unreachable stages, incomplete fields and unavailable tools before saving.

Undo and Redo recover flow edits, positions and template replacements within the current editor session. They are not saved version history; use Restore as draft to recover a published configuration.

Configure exits, silence and retention

In Flow settings, choose the Start stage and an End conversation stage as the Caller exit stage. Set whether recording refusal continues without recording or ends the call, how long collected data is retained, and the maximum number of transitions to bound loops.

In each collection or tool stage, open Silence and sounds to set the silence interval, reminder text, number of reminders before caller exit and entry sound. Configure allowed effects in Sounds.

The first stage supplies the opening. Assistant-first starts its instructions immediately; user-first waits for the caller. The separate First message applies to free conversation.

Use collected values

Stage instructions use static variables such as {{organization_name}}. Use [[field_name]] for a collected value.

Ask one question at a time and read back important details. Keep the assistant's base instructions aligned with the stages and its attached knowledge.

Save, test and publish

Edits and template application remain in the current editor until you select Save draft. The Test draft and Review & publish controls require a saved draft. A template preview does not run a conversation.

With Saved draft selected in the header, choose Test draft. Check the ordinary path, missing required values, corrections, each branch, declined outbound permission, tool approval and failure, interruption and caller exit. Inspect collected values and stage history in Logs. Add repeatable scenarios in your evaluation suite.

Choose Review & publish, review the saved revision, changed settings and assigned channels, then confirm Publish v…. Select Live version → Test live to check the published configuration. Dashboard tests use dashboard permissions, so also verify the intended customer channel. Existing calls keep their pinned version; widgets pinned to an assistant version need their own publication. See publishing and versions.

To switch off the flow, select Free conversation, save and publish. The flow remains available in the draft for later editing.

End, transfer or hand off

Configure allowed destinations and specialist assistants in Advanced, then assign the appropriate call-control tool. Telephone transfer needs an outbound route and caller approval. Warm transfer holds the caller while an operator accepts or declines.

A specialist handoff stays within the organisation and uses the specialist's configuration. Browser and text channels cannot perform telephone-only DTMF or PSTN transfers.

An assigned End Call tool uses its own field and completion conditions. Test a refusal or exit path so callers can leave without completing the task.

Sounds and retained fields

Sounds offers available ambience and typing cues. Test volume and interruptions with your voice configuration.

Flow fields are encrypted and have retention settings separate from audio recording and memory, including when recording is declined. Delete retained call data removes those collected answers too. Include retention and action assertions in your evaluation suite.