---
id: workflows
title: Workflows
description: Design call logic visually with the flow builder — conversation, API requests, transfers, tools, and more.
---

A **workflow** drives an agent with a **visual flow** instead of a single prompt.
You wire together nodes — conversation, API calls, transfers, and tools — to
control exactly what happens at each step of a call. Use a workflow when you need
branching logic beyond what a single [agent](./agents.md) prompt can express.

![A workflow is a graph of nodes — the call starts at a Conversation node, which can call tools like Knowledge Base and Appointment, make an API Request, then Transfer Call or End Call](/img/workflow-nodes.svg)

## Build a workflow

1. Go to **Workflows** and create a new workflow.
2. In the **flow builder**, add nodes from the **Add Node** panel and connect them
   to define the path a call takes.
3. **Attach the workflow to an agent** so calls run through your flow.
4. Use the built-in **test** to try the flow before going live.

## Node types

From the **Add Node** panel:

| Node | What it does |
| --- | --- |
| **Conversation** | An AI conversation step with its own system prompt and messages. |
| **API Request** | Make an HTTP request to an external API (look up or send data mid-call). |
| **Transfer Call** | Transfer the call to another number. |
| **End Call** | End the conversation. |

## Tools

Nodes can use **tools** that give the AI extra abilities during the call:

- **Knowledge Base** — query your knowledge base to answer questions from your own
  documents and sources.
- **Appointment** — book appointments during the call.

:::tip
Start simple: one **Conversation** node that ends with **End Call**, then add an
**API Request** or **Transfer Call** branch once the basics work.
:::

## Workflows vs. a single agent prompt

- A plain [agent](./agents.md) is perfect for straightforward, single-purpose
  conversations.
- Reach for a **workflow** when a call needs steps, branches, external lookups, or
  conditional transfers.

## Next steps

- [Agents](./agents.md) — attach a workflow to an agent.
- [Outbound](./outbound.md) & [Inbound](./inbound.md) — where workflows run.