Intents & Routing — How the AI Agent Decides Which Workflow to Run

Intents are how the Brain decides which node to move the conversation into. Every action node (Custom Task, Note Taking, Call Transfer, End Call, etc.) is connected back to the Brain through an Intent — a short, plain-English description of when the agent should jump into that node.

How Intents work

Each connection from the Brain to a node carries a Caller Intent with two parts:

• When the caller expresses a desire to… — a short description of the situation that should trigger this node (e.g. "book, schedule or arrange an appointment", "cancel an existing appointment", "complain about billing", "talk to a human").

• Intent signals — example phrases callers actually say (e.g. "I want to book an appointment", "Can I schedule a visit?", "I'd like a demo").

The agent listens to the live conversation, matches it against these intents, and routes the call into the matching node — Book Appointment, Cancel Appointment, Note Taking, Call Transfer, End Call, and so on.

Common intents you'll configure

• Book / Update / Cancel Appointment — route to the matching Custom Task node.

• Note Taking — when the caller wants to leave a message, lead detail, or complaint.

• Call Transfer — when the caller asks for a human, manager, or escalation.

• Spam / Robocall — when the call clearly isn't a real customer, route to End Call so the agent hangs up cleanly.

• Billing & Pricing or Knowledge — for general business questions answered from the Knowledge base.

If the agent picks the wrong workflow

If the agent keeps routing to the wrong node — for example, going into Note Taking when the caller clearly wants to book — that almost always means the intents are not configured cleanly:

• Two intents overlap and confuse the agent.

• Intent signals are too vague, too short, or missing real caller phrasing.

• An intent is missing entirely, so the agent falls back to the closest match.

Fix it by tightening the "When the caller expresses a desire to…" line, removing overlap between nodes, and adding more real-world Intent signals for each node.

Frequently Asked Questions

More in Identity & Conversation Flow:

• Overview

• Agent Builder & Action Nodes

• Advance Settings — Build a Lively Caller Experience

• Agent History Logs — Track Agent Changes Automatically