How do I make my AI agent jump to a step, like transferring to a manager, at any point in a call?
Use a global node in the agent's workflow (flow builder). A global node holds a condition, and whenever that condition comes up anywhere in the conversation, the AI jumps off its current path to that node, even in the middle of another branch such as a yes or no question. Conversations are not always linear, so you can load an agent with several global nodes, for example for when someone wants to speak with a manager or supervisor, wants to book an appointment, wants a demo, is upset, or when the AI does not know the answer or is confused.
The AI understands meaning, so a caller who asks for a supervisor or the boss matches a rule written for a manager.
Example, forwarding the call whenever someone asks for a manager:
- Add a conversation node with the message to say, for example: No problem, please hold a moment while I connect your call with the manager.
- Delete its routes and tick Auto continue, so it goes straight to the next step after speaking.
- Select Global node, give it a title (for example Forward call to manager) and write when to use it, for example: go here anytime someone wants to speak with a manager, a supervisor or the boss, or is not happy.
- Connect it to a Call forwarding step. Enter the phone number to forward to and set the business hours and the caller ID. If the step is not configured, for example no number is entered, it shows red and the step fails.
- Save and test it.