Build a Conversation Flow

When a call has to follow the same steps every time — qualify, confirm a visit, schedule a callback, route a complaint — a conversation flow pins the agent to a defined path: questions in order, branches on the customer's answers, and tools that fire only once the required information is collected. The payoff is consistent outcomes managers can review and report on, instead of a free-form chat that wanders.

Entry pointAutomation → AI Assistants → Conversation Flow

When to Use a Flow

Use a conversation flow when:

• The assistant must ask questions in a specific order.
• Different customer answers should lead to different next steps.
• A tool should run only after required information is collected.
• You need consistent outcomes for reporting.
• Managers want to review and approve the call path before launch.

Use a prompt-only assistant when the conversation is simple and does not need branching or tool orchestration.

Basic Flow Planning

Before building the flow, write down:

Planning item	Example
Start condition	Customer answered an outbound callback.
Required questions	Location, budget, preferred configuration, visit date.
Decision points	Interested, not interested, callback later, wants human, wrong number.
Tools	Appointment scheduler, user handoff, route-to, summary.
End states	Qualified, appointment booked, callback requested, not interested, unreachable.

Create a Flow

1. Go to Automation → AI Assistants → Conversation Flow.
2. Select New flow.
3. Add a name that matches the business process.
4. Create the starting step.
5. Add question or decision steps.
6. Connect each answer path to the next action.
7. Add tools only where the assistant has enough information to use them.
8. Add clear ending paths.
9. Save the flow.
10. Attach the flow to the right assistant and test every branch.

Example Flow: Site Visit Confirmation

1. Greet the customer and confirm they can talk.
2. Confirm the project name.
3. Confirm the existing visit date and time.
4. Ask whether they will attend.
5. If yes, summarize location and arrival instructions.
6. If no, offer available reschedule options if the scheduling tool is configured.
7. If the customer wants a human, hand off to the assigned owner.
8. If the customer is not interested, mark the outcome and end politely.

Flow Review Checklist

• Every path has a clear next step.
• Every required field is collected before a tool runs.
• Every handoff path explains why the customer is being transferred.
• Every failure path has a polite closing or fallback.
• The flow does not depend on unapproved knowledge.
• Reports can identify the important outcomes.

Common Flow Problems

Problem	How to fix it
Customer gets stuck in repeated questions	Add clearer decision paths and stop asking when the answer is already collected.
Tool runs too early	Move the tool step after required information is collected.
Flow has too many branches	Split the use case into multiple assistants or flows.
Reports show unclear outcomes	Add explicit end states and post-conversation extraction.
Handoff happens too often	Review prompt boundaries and branch conditions.

Good Operating Practice

Keep the first version small. Launch a focused flow, monitor results, then expand. Large flows are harder to test and harder for managers to understand when a call goes wrong.

Troubleshooting

If the Conversation Flow tab isn't visible or New flow is greyed out, your role doesn't cover flow editing — start with your admin. Customers looping on the same question or tools firing too early are flow-design issues, not platform issues; the Common Flow Problems table covers the usual fixes.

Contact Brixi support if a saved flow doesn't run on the assistant it's attached to, or a branch that tests fine takes a different path on live calls. Send the flow name, the assistant it's attached to, and a call or transcript where the wrong branch fired.