Step types
A call flow canvas has three step types. Click any step to open its side panel.
| Step | Can be followed by | Purpose |
|---|---|---|
| Start | One step | Marks where the call begins |
| Conversation | Any number of steps | The AI talks, listens, and moves on based on the reply |
| End Call | Nothing | Hangs up |
Other step types in the Add step menu are marked Coming soon and can't be added yet.
Start
Every canvas has exactly one Start step. It has no settings. Connect it to the first Conversation step, using the + below it or by dragging from its handle.
Start doesn't speak. The Finn's welcome message is still the first thing said on the call, and the first step's instructions take over after it. See welcome message.
Conversation
| Field | What it does |
|---|---|
| Step name | The label on the canvas. Also what Find searches. |
| Instruction prompt | What the AI says and does at this step: its goal, what to ask, how to respond |
| Steer back (optional) | What to do when the caller goes off topic, for example "Answer briefly, then return to confirming the appointment." |
| Transitions | Where the call can go next, each with a condition |
| Tools | Tools the AI can call during this step. See tools overview. |
The Finn's identity, style and response guidelines apply on every step. Keep the instruction prompt to what's specific to this step.
Instruction prompt
Write one goal per step: confirm the caller's name, ask for a preferred date, read the disclosure.
To have a line spoken exactly as written, either put the line in quotes and make it most of the prompt, or say so outright with "verbatim" or "word for word":
Say verbatim: "This call may be recorded for quality and training purposes."
Without that, the Finn paraphrases.
Step prompts don't take contact-data placeholders. Keep curly braces out of them. To personalise a call, use the welcome message. See workflow variables.
Transitions
Each transition points to another step (Go to step) and has a condition: a plain-language description of when to take it, such as "caller agrees to book a demo". After each caller reply, the AI compares what was said with the conditions on the current step and either moves to the step that matches or stays.
| Setup | Behavior |
|---|---|
| One transition, no condition | Always moves to that step once this step's goal is done |
| Several transitions, each with a condition | Moves to whichever condition matches the reply |
| Several transitions, one without a condition | The one without a condition is the fallback |
| No transitions | The step is a dead end. The canvas flags it. |
If the caller's replies keep matching nothing, the Finn doesn't wait forever. After a few turns on the same step it moves on: to the transition with no condition if there is one, otherwise to the first transition you added. Give every branching step a fallback with no condition, so a confused caller goes somewhere you chose.
Write conditions that can't both be true. "Caller is interested" and "caller wants pricing" overlap. "Caller agrees to a demo" and "caller declines" don't.
Tools
Add a tool attaches Check Calendar, Book Calendar, Call Transfer, API request, Webhook or Custom function to the step. The AI can only call a tool on the step it's attached to. Configuration is on built-in tools, custom tools and transfer.
End Call
Hangs up the call. It has one field, Goodbye message: what the Finn says right before hanging up. When it's empty, the Finn says "Thanks for calling — goodbye!".
Connect a Conversation step to End Call with a transition, and use the transition's condition to say when the call should end, for example "caller has no further questions" or "caller asks not to be called again".
You can have several End Call steps, each with its own goodbye.
A Conversation step whose only way out is End Call, and that has no other tools, gets one turn. The Finn says the step's line, and when the caller replies, it hangs up. That makes it a good closing step: "Thank them, confirm the next step, and say goodbye."
Example: appointment confirmation
| Step | Instruction prompt | Transitions |
|---|---|---|
| Confirm identity | Confirm you're speaking with the person named in the greeting. | Is the right person → Confirm appointment. Wrong person → Goodbye. |
| Confirm appointment | Ask whether their upcoming appointment still works. | Confirms → Goodbye. Wants a different time → Reschedule. |
| Reschedule | Ask for a preferred day, check the calendar, offer what's open, book the chosen slot. Tools: Check Calendar, Book Calendar. | (no condition) → Goodbye |
| Goodbye | End Call. Goodbye message: "Thanks, see you then." |
The welcome message carries the contact's details, for example Hi {{first_name}}, this is Maya from Smile Dental about your appointment on {{appointment_date}}., where first_name and appointment_date are columns in the audience CSV.
Related
- Workflow editor: opening, saving, export and import
- Workflow variables
- Testing a workflow