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Connections & Routing
Nodes in a workflow are joined by connections, and those connections are the conversation's logic. This is how an agent takes a different path for a caller who is ready to book versus one who is only comparing prices — without needing a separate workflow for each case.
(No product screenshot is available for this guide yet — the concept below is verified against the actual builder behaviour, not illustrated.)
How routing works
Each node can connect forward to more than one next node. Which connection is followed depends on what happened in that step — typically, what the caller said or what information was captured. This is how a single workflow handles:
- A caller who answers a qualifying question one way versus another
- A caller who asks to speak to a person partway through
- A caller who has already given information earlier in the call, so a later node can skip a question it would otherwise ask
Designing routing that holds up
- Branch on what you can actually detect. A route should depend on something the agent reliably captures — an answer, a stated preference — not a guess.
- Give every branch somewhere to go. A caller who doesn't fit any expected branch should still reach a sensible node, not a dead end.
- Test each branch deliberately. In Browser Test, try to trigger each path on purpose rather than only testing the "happy path" once.