Use a conversation flow agent when the call must follow a controlled business process. Good examples include:
  • Qualifying a sales lead
  • Booking an appointment
  • Confirming delivery information
  • Collecting survey answers
  • Handling collections or payment reminders
  • Routing a caller to the right department

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Design the flow

Start with the caller’s goal and the business outcome. 
Start -> Greet caller -> Identify need -> Collect required fields
      -> Confirm summary -> Book appointment or transfer -> End call

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Add required fields

Define the information the agent must collect before the call can succeed.
FieldExampleRequired
Full name”Awa Mensah”Yes
Phone number”+229…”Yes
City”Cotonou”Yes
Budget”150,000 CFA”Optional

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Add transition rules

Each step should have clear conditions for moving forward.
1

Capture intent

Decide whether the caller wants support, sales, billing, or a human.
2

Collect context

Ask only for information needed for the current outcome.
3

Confirm

Repeat critical details such as names, dates, phone numbers, and prices.
4

Resolve or hand off

Complete the task, trigger a tool, transfer the call, or create a follow-up.

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When to use flow agents

Use flow agents when correctness matters more than open-ended conversation. They are best for high-volume operational calls where every call should produce a consistent outcome.