Conversation AI v3: Flow Based Builder

Conversation AI v3 introduces a modern, node based builder for chat and voice. Map user journeys with triggers, conditions, and actions, manage context, and hand off to agents when needed. Built in testing, versioning, and analytics help you iterate faster and ship reliable assistants.

What’s New

• Visual flow canvas with drag and drop nodes for intents, messages, conditions, and actions

• Context management for variables, memory, and slot filling

• Entity extraction and validation with prompts and retries

• Multichannel support for website chat, SMS, WhatsApp, and more

• Built-in test console with live previews and transcript capture

• Versioning, change history, and safe publish controls

• Analytics for turn-by-turn metrics, drop-off points, and goal completion

• Human handoff nodes for seamless transfer to live agents

• Reusable subflows and templates for common conversation patterns

• Integrations to trigger workflows, update records, and call webhooks

Tips

• Start with a single happy path, then add branches for common exceptions

• Name nodes with verbs and outcomes like Collect Email or Confirm Appointment

• Use entity validation with friendly reprompts to reduce dead ends

• Store important values in variables early and reuse them downstream

• Add a universal Fallback with guidance and quick replies to recover gracefully

• Review transcripts weekly to spot confusing prompts and refine wording

• Use sub-flows for shared tasks like authentication or FAQs to avoid duplication

How to Set It Up

Step 1
Open AI Agents, then click on Conversation AI and choose New flow. Select your primary channel to set defaults.

Step 2
Add triggers such as keyword, intent, or channel entry. Configure greeting and initial options.

Step 3
Create entities for items you must capture. Add validation rules and default values.

Step 4
Drag message, question, and condition nodes to design the happy path. Connect actions like webhook or record update.

FAQ’s

1. What channels are supported?

• Web chat, SMS, WhatsApp, and similar messaging channels with consistent flow behavior across each
  

2. How does entity validation work?

• Define required entities with rules and reprompt messages; the flow retries or routes to fallback if validation fails
  

3. Can I reuse parts of a conversation?

• Yes, create subflows or templates to centralize common tasks like authentication, FAQs, or data capture
  

4. How do I integrate with backend systems?

• Use action nodes to call webhooks, update records, trigger workflows, or fetch data for dynamic replies
  

5. Is there version control?

• Yes, save versions with change history, test safely, and publish when ready to ensure stable deployments
  

6. How do I handle low confidence inputs?

• Add a confidence check and route to clarification, a richer prompt, or a human handoff based on thresholds