Flow designerAbout nodes

Configure global settings

Global settings apply to the entire flow. It’s always the first node of your flow.

Define your agent’s personality and background

This section defines your agent’s personality, background knowledge and behavior. You can include a brief overview about your company and describe your target audience. You should also describe the agent profile, which includes the agent’s name, role, and goal. It’s recommended to keep it under 300 words.

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Under Global Settings, select Personality & Background.

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Write a clear description of who the agent is (“virtual AI assistant”), what it cares about (“speed, accuracy, empathy”) and what rules it should follow (“never promise outcomes”, “always verify the customer’s identity”).

Background Info: Company Overview: Majestic Estates, a modern real estate firm, excels in delivering unique and effective home selling solutions. By integrating AI technology and substantive market analysis, we ensure our clients’ listings garner notable attention and competitive offers. Target Audience: Homeowners poised to place their properties on the market, encompassing a spectrum from quaint dwellings to grand estates. Value Proposition: We provide a holistic service package inclusive of expert home valuations, customized marketing plans, and an expansive network of eager buyers, aiming for a rapid and lucrative property sale.

Agent Details: Name: Jessica Role: AI Real Estate agent Goal: To initiate a dialogue with potential sellers about the prospects of selling their home and to arrange a valuation and strategy meeting with our skilled agents.

Set up global actions

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Under Global Settings, select Global Actions.

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Click Add Action.

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Choose a built-in action (Real-time Booking, Transfer Call) or your own Custom Action.

This section is a collection of reusable building blocks that you can add to any step of your flow. It’s recommended to give your actions short but meaningful names so that you (or your team) can easily tell what an action does.

Add an FAQ section

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Under Global Settings, select FAQ.

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Click Add FAQ.

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Enter a question and provide an answer. Once you’re done, click Add FAQ.

This helps your agent give accurate answers to the most commonly asked questions. It’s recommended to keep the answers concise (one to two sentences). Consider including multiple phrasins per FAQ, accounting for possible synonyms and abbreviations.

Handle objections and special cases

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Under Global Settings, select Objections & Special Cases.

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Click Add Case.

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Describe the trigger case and provide instructions on how the agent should handle it. Once you’re done, click Add Case.

This helps your agent carefully handle potentially difficult cases.

  • Case: “The user asks if you’re AI”. Instruction: Confirm you’re AI, highlight benefits (“I can serve you 24/7 without hold times”).
  • Case: “The user is hostile”. Instruction: De-escalate, offer to transfer the call, log the incident for review.