The agent, on a canvas
The builder is your agent’s map: a canvas where you see at a glance everything it’s made of and connect it as blocks. Channels, knowledge, rules, guardrails, actions, the widget, voice and procedures, each on its own card around the agent.
If a block is missing something it needs to work — say, voice without a phone number — it shows up on the canvas as unavailable and says why, instead of hiding.
Procedures: steps that don’t get skipped
Some cases always have to go the same way: verifying a customer, handling a return, activating a service. That’s what procedures are for: a sequence of steps you write that always runs in order.
In a procedure, the model only writes and understands. The order, the checks and the limits are enforced by the system: the agent can’t skip a step.
What each step can do
- Ask and extractAsk the customer for a piece of information and capture it with its type: text, number, date, email or phone.
- CheckThat something exists, that it matches, that it’s within a deadline or that it doesn’t go over an amount.
- Call an APIAn HTTP request to any system, with its authentication stored securely.
- Run codeA JavaScript or Python step for what doesn’t fit in a rule.
- Query your databaseA read-only query to a connected database, with its parameters.
- Act, reply or escalateTrigger an action, reply to the customer or hand off to a person.
If a step fails
Each step decides what to do if it goes wrong: hand off to a person or tell the customer something. By default, a check that doesn’t pass ends up with your team, not with an improvised answer. And the procedure remembers which step each conversation is on and what data it has collected.
A procedure can start when the customer writes something specific, or when the conversation ends, to do whatever comes next.
