Agent Builder & Action Nodes
Written By Anand Raj
Last updated 16 days ago
The Agent Builder is the visual canvas where you design how your agent handles a call. You drop in nodes, connect them, and each node does one job — answer a question, book an appointment, take a note, transfer the call, or end it.
Default nodes
Every new agent comes with two built-in nodes that you don't add manually:
Brain — the decision layer that defines the agent's role, post-welcome message and memory variables it can read/write during a call.
Knowledge — pulls answers from the knowledge base you configured in the Knowledge module (Q&A, Web, Documents). The agent uses this to answer general business questions automatically.
On top of these, you add action nodes for everything the agent should actively do.
Brain Node
The Brain is where you shape how the agent thinks on the call — its role, the message it says right after the welcome, and the memory variables it tracks.
Agent Role & Background — short description of who the agent is and what it's for. This grounds every reply.
Post Welcome Message — what the agent says right after the greeting (e.g. asking the caller's intent).
Default Tools - The Default Tools section lists the built-in tools that are automatically available to every AI agent. These tools cannot be removed and are available for use within agent workflows.
On-Call Variables - The On-Call Variables section manages variables that are available to the AI agent during a conversation. These variables can store and pass information between workflow nodes.
You can:
View default and custom variables.
Create new custom variables.
Edit or delete custom variables.
Copy a variable name for use in prompts, conditions, and tool configurations.
Default variables are system-generated and cannot be modified, while custom variables can be created and managed as needed.
Agent Memory — variables the agent can read or write during a conversation (caller phone, intent, patient ID, etc.). Some are system-provided (read-only), others you define yourself and use in other nodes.
Agent Error Fallback - The Agent Error Fallback section defines the action taken when the AI agent encounters an error and cannot continue the conversation.
There are two possible behaviors:
Transfer Call Enabled – The call is transferred using the configured settings. If no operator answers, the AI agent creates a note, saves it to the Default Note Taking worksheet, and sends the configured notifications.
Transfer Call Disabled – The AI agent does not attempt a transfer. It automatically creates a note and saves it to the Default Note Taking worksheet.
Transfer Call - The Transfer Call section configures how calls are transferred during an Agent Error Fallback. You can:
Transfer calls to an Operator or Group.
Add multiple operators for group transfers.
Note Taking Notification - The Note Taking Notification section configures what happens after the AI agent creates a note. You can specify:
Email recipients.
SMS/Text Message recipients.
Custom Task
Use a Custom Task node for any business action — booking an appointment, cancelling, rescheduling, creating a patient, sending a promotion link, hitting a custom API, etc. Each Custom Task can be wired to an integration (e.g. a calendar / scheduling system) and to actions like Send SMS, Custom API, or webhooks.
Typical setup:
Pick a Workflow Type and write a Prompt describing what the agent should do here.
Optionally connect an Integration (e.g. scheduling) and enable the operations the agent can use (Create / Update / Cancel Appointment).
Add Actions that run as part of this node — Send SMS, Custom API, webhook, etc.
Call Transfer
The Call Transfer node hands the call off to a human — for example when the caller says "I want to talk to a person" or when the intent is something the agent shouldn't handle.
Add Call Transfer Rule
A Call Transfer Rule defines how calls are transferred from the AI agent to an operator, operator group, or another AI agent. Configure the transfer destination, transfer method, and optional behaviors before saving the rule.
Name - Enter a descriptive name for the transfer rule. A unique Code is automatically generated from the name.
Basic Settings - Select the transfer destination:
Operator – Transfer the call to a single operator. Configure the destination by selecting:
The operator.
The transfer endpoint (Phone Number, SIP URI, or Extension).
The Transfer Mode (Warm or Cold, where supported).
Warm Transfer – The AI agent stays on the call until the transfer is completed.
Cold Transfer – The AI agent disconnects immediately after initiating the transfer.
AI Agent – Transfer the call to another AI agent. Select the Location and the destination AI Agent. Calls are transferred directly to the selected AI agent.
Group – Transfer the call to multiple operators. Transfer calls to multiple operators.
You can:
Select a Ringing Strategy:
Sequential – Operators are called one at a time in the configured order until someone answers.
Simultaneous – All selected operators are called at the same time, and the first operator to answer is connected.
Add, edit, or remove operators.
Configure each operator's transfer endpoint.
Advanced Settings - Configure the messages played during the transfer process. You can customize:
Trying to Reach the Target – Played before attempting the transfer.
Target Didn't Answer – Played if the transfer target does not answer.
Follow Operator Schedule – Transfers calls only during the operator's working hours. When enabled, you can configure the message played when the operator is unavailable.
Note Taking
The Note Taking node captures structured information from the call and writes it into a Worksheet. One agent can have several Note Taking nodes for different note types — e.g. lead notes, complaint notes, follow-up notes.
You can configure:
Workflow Type – Select the workflow category for the note.
Prompt – Define the instructions used by the AI when generating the note.
Name – Enter a descriptive name for the note-taking state.
Worksheet – Choose the worksheet where the note will be saved.
Data Collect For - Select which fields should be captured in the note, such as - Name, Phone Number, Note, etc.
Use Add Column to include additional worksheet fields.
End Call
Use End Call to wrap up the conversation cleanly and trigger any post-call actions — notify a teammate, fire a webhook, hand the conversation off to your CRM.
You can configure:
Prompt - Provide the instructions the AI agent should follow before ending the call, such as the closing message or final confirmation.
Actions - Configure the actions that should be executed before the call ends. You can add one or more actions, such as:
Sending Email or SMS notifications.
Calling a Webhook.
Conditional Node
The Conditional node evaluates one or more conditions and routes the conversation based on whether those conditions are met.
Transition - The Transition section lists all configured condition branches and the default Else branch. You can add, edit, or delete conditions, and configure a fallback path when no conditions match.
Configure Conditions
Create a condition by specifying:
Variable – The value to evaluate (for example,
{{patient_id}}).Operator – The comparison to perform (such as equals, not equals, greater than, or contains).
Value – The value to compare against.
Choose whether All or Any of the configured conditions must match for the branch to be followed.
Else
The Else branch is the default path that is followed when none of the configured conditions evaluate to true.
Knowledge (default node)
The Knowledge node is automatically wired into the agent. It reads from the knowledge you maintain in the Knowledge module — Q&A pairs, scraped Web pages, uploaded Documents, and any connected Business Knowledge packs.
You don't add or configure this node directly. Instead, keep your Q&A clean and up to date — the agent will retrieve the right answer from there whenever a caller asks a general business question.
Tip: If the agent answers wrongly or vaguely, fix it in the Knowledge module, not in the Agent Builder.