Workflow Stages

Workflow stages are the building blocks of the Voice Agent’s call flow canvas. They appear in the sidebar on the right when editing a Voice Agent’s Workflow tab.

start

The entry point of every call flow. Execution begins here when a call connects.

  • Every workflow must contain exactly one start stage.

  • Cannot be deleted or duplicated.

  • Connect the start stage to the first stage that should run when the call begins.

end

Terminates the call. When execution reaches an end stage, the call is hung up.

  • A workflow may have multiple end stages for different termination paths (e.g. successful completion, opt-out, error).

  • Connect any stage to an end stage to close the call at that point.

verbatim

Reads a fixed text message aloud to the caller using the configured TTS provider. The caller does not respond — execution moves to the next connected stage automatically.

Use for: Announcements, disclaimers, hold messages, confirmations, and any content that should be spoken verbatim without expecting a reply.

Configuration

  • Message — The text to read aloud. Supports variable interpolation using {{variable}} syntax.

internal

An internal processing stage that does not produce any speech output. Use it for routing logic, branching based on conversation state, or injecting context before handing off to the next stage.

Use for: Conditional branching, routing decisions, setting variables, or any logic step that should be invisible to the caller.

Configuration

  • Conditions — One or more conditional expressions. Each condition specifies a target stage to route to when the condition evaluates to true. Conditions are evaluated in order; the first match wins.

tool

Executes an external tool or API call at this point in the call flow. The tool runs server-side and the result is available to subsequent stages.

Use for: Looking up caller data, checking availability, submitting forms, or any integration that needs to run mid-call before the agent responds.

Configuration

  • Tool — Select a tool from the workspace tool library (MCP servers and custom tools configured in the Foundry).

  • Conditions — Route to different stages based on the tool’s result (e.g. success vs. failure paths).

Inhouse Actions

Inhouse actions are platform-provided tools that appear under the Tools group in the workflow sidebar. They are available in every Voice Agent without additional configuration at the workspace level.

Transfer to Human

Transfers the active call to a human agent. The caller is placed on hold while the transfer is set up, then bridged to the destination.

Configuration

  • Ticketing API URL — URL of the ticketing system used to create and route the transfer request.

  • API Key — Authentication key for the ticketing service.

  • Bridge Base URL — Base URL of the call bridge service that handles the handoff.

  • Hold Message — Text spoken to the caller while the transfer is being arranged.

Twilio Send SMS

Sends an SMS message to a phone number via Twilio during the call. Useful for sending confirmations, reference numbers, or follow-up links while the caller is still on the line.

Configuration

  • Account SID — Twilio Account SID.

  • Auth Token — Twilio Auth Token (or use API Key SID + Secret).

  • API Key SID / API Key Secret — Alternative to Auth Token for API key-based authentication.

  • From Phone Number — The Twilio number to send the SMS from.

  • To Phone Number — Recipient phone number.

  • Message — SMS content. Supports variable interpolation.

  • Success Message — Spoken to the caller after the SMS sends successfully.

  • Failure Message — Spoken to the caller if the SMS fails to send.