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This walkthrough builds a simple booking flow:
  • Collect phone number (or fallback to email)
  • Collect booking details
  • Route large parties differently
  • Finish cleanly

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Step 1 — Create a flow

  1. Go to Build > Flows
  2. Click + Create flow
  3. Name it (example: Make a booking)
Start with a Default step as your entry point.

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Step 2 — Add your first Default step (entry point)

  1. Add a Default step
  2. Name it Collect contact details
  3. In the Prompt, write something like:
Ask for the caller's phone number to create or look up the booking.
If they don't want to provide a phone number, ask for an email address instead.
Confirm what you captured in one sentence.

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Step 3 — Add entities to the step

In Collect contact details, add:
  • Phone number
  • Email address (fallback)
This tells the system what structured information to extract and validate. See Entities for the full list of entity types.

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Step 4 — Add routing

After collecting information, add labeled edges such as:
  • phone collected
  • phone missing
  • caller refuses
Keep labels short and explicit. If you later add a step like Collect Number of Passengers, you might branch into:
  • Individual Booking
  • Group Booking
Clear labels make routing easier to understand and maintain.

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Step 5 — Add a finish/exit step

  1. Add an Exit flow
  2. Name it Booking complete
  3. Connect your success branches to it

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Writing good condition labels

Good labels are:
  • Short
  • Unambiguous
  • Business-focused
Examples:
  • phone collected
  • phone missing
  • party size above 15
  • requires handoff
  • unclear
Avoid vague labels like:
  • valid
  • ok
  • continue
If someone else looks at your flow, they should understand the logic immediately from the labels alone.

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Next steps

Entities

Configure entity types and validation for your flows.

Advanced steps

ASR biasing, DTMF collection, and rich text references.

Flows overview

Understand how flows work and when to use them.
Last modified on March 26, 2026