An agent is one Persona and one or more Skills. The Persona is who the agent is. Each Skill is one phase of the call. This page explains how they connect and how the agent moves between them. For every field on every node, see the Node reference.

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The shape of an agent

  • The Persona connects to one or more Skills. Tools connected to the Persona are available in every Skill.
  • A Skill receives the conversation from the Persona, another Skill, or a branch. It can pass the conversation to another Skill, a branch, or End.
  • End hangs up. A call only ends when it reaches an End node. Every path should finish at one.

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The entry Skill

The first Skill connected to the Persona is the entry Skill. It is the only Skill that shows Greeting and Say exactly this:
  • Greeting is what the agent says first. Leave it empty and the agent opens by following its Instruction.
  • Say exactly this makes the agent speak the greeting word for word. Off, the agent may rephrase it to match the Persona.
Use a fixed greeting when your business has a required opening line. Use a free greeting when you want it to sound natural.

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Writing an Instruction

Instruction is the only field a Skill needs. Describe what should happen in this phase, in the order it should happen, and what counts as done. Short, concrete sentences work best:
Ask for the caller’s full name and phone number. Repeat the number back. If they want to book, move to the booking Skill. If they are calling about a bill, move to the billing Skill.
Things that belong in the Persona’s Personality and instructions, not in a Skill: tone, language, standing rules like “never quote prices”. On a phone call, keys the caller presses reach the agent as a turn such as [keypad: 1], or [keypad: 1234#] for several keys ended by # or a short pause. An Instruction can use them like words: “If the caller presses 1 or says billing, move to the billing Skill.” In the saved transcript, an entry of four or more keys (a PIN or an account number) shows as dots.

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Routing between Skills

When a Skill connects to more than one Skill, the agent chooses the next one from When To Use and the routing fields under More settings: You do not have to fill these in for a single-path agent. Fill them in when two or more Skills could follow the same Skill.

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Branches

Use a branch when the next step depends on an answer.
  • If/Else checks one condition you write in plain words, such as “the caller confirmed the appointment”. It has a True output and a False output. Connect each to a Skill or to End.
  • Categorize sorts the request into categories you name, such as Sales, Support, Billing. It has one output per category.
Both branches use the Persona’s model to decide. Connect an LLM (Override) node to the Different model dot if you want another model to make that decision.

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Ending the call

Connect the last Skill on each path to an End node. Its Goodbye message is what the agent says before hanging up. Leave it blank for a short default goodbye, or turn on Say exactly this for a fixed one. After-the-call steps such as Summarization, Structured Output, Webhook, CRM and Helpdesk connect after End.

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Tools: everywhere or in one Skill

  • Connect a tool to the Persona when every Skill may need it, for example CRM lookup.
  • Connect a tool to one Skill when only that phase should use it, for example Calendar booking inside a “Booking” Skill. The agent cannot book from other Skills, which keeps it on task.

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Patterns

One Skill:
Collect, then act:
Yes or no:
Triage:
Each of these is a few clicks in Components, or one sentence to the AI builder: “Add a triage step that sends billing questions to a separate Skill.”