Conversation flow
What is the conversation flow
The conversation flow defines the steps your agent follows during a call. Each step has a specific goal (for example, greeting the caller, collecting information, or confirming a reservation) and the agent moves from one step to the next based on what the caller says.
Think of the flow as a flexible script: the agent knows what to do at each point, but adapts to what the customer needs.
The visual editor
Aura includes a visual editor where you can view and organize all the steps in your flow. Each step appears as a block connected to the others by arrows that represent transitions.
From the editor you can:
- Go to the start node: Center the view on the first step of the flow.
- Expand or minimize: Resize the editor to work with more space.
- Edit, duplicate, or delete each step using the options menu on each block.
Create a new step
To add a step to the flow, press the add button and fill in the following fields:
Step ID
A unique identifier for this step. Use descriptive names like welcome, discovery, or verification. This ID is not shown to the customer; it is only for you to organize the flow.
Description / Objective
Briefly describe what the agent should achieve in this step. For example: “Collect the customer’s name and phone number” or “Confirm the reservation date.”
Start Node
Check this box if this step is the entry point of the flow, meaning it is the first thing the agent does when answering. There can only be one start node.
Transitions between steps
Transitions define when the agent moves from one step to the next. Each transition has two elements:
- Next step: Where the agent moves to.
- Condition: What needs to happen for the transition to trigger. For example: “When the user provides their email” or “When the customer confirms the reservation.”
You can add multiple transitions to a single step to cover different conversation paths.
If a step has no other available steps to connect to, you will see a notice asking you to create more steps before adding transitions.
Start with a simple flow of 3-4 steps (greeting, collect information, confirm, and farewell). You can add more steps as you identify new needs.
