Lesson 11: Building a Multi-Step Flow

Retell University Module 3: Conversation Flows
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Building a Multi-Step Flow

Getting Started

  1. Go to Agents → Create → Conversation Flow
  2. You’ll see a canvas with a Start node
  3. Add nodes by clicking + or dragging from the palette

Designing Your Flow

Think of the call as a series of stages:

  1. Greeting — introduce the agent, verify who’s calling
  2. Discovery — understand what the caller needs
  3. Action — perform the task (schedule, look up, process)
  4. Confirmation — confirm what was done
  5. Closing — wrap up and end the call

Connecting Nodes

  • Each Conversation node can have multiple exit conditions
  • Define transitions: “When the user provides their name → move to Discovery”
  • Use Logic Split nodes for if/then branching

Custom Functions in Flows

  • Function Call nodes let you hit external APIs mid-conversation
  • Example: call your CRM to check appointment availability
  • The response data can be used in subsequent Conversation nodes
  • Define the function signature (URL, method, parameters) in the node config

Code Nodes

  • Write JavaScript that runs server-side
  • Useful for data transformation, calculations, or conditional logic
  • Has access to conversation variables and function results

Flex Mode

  • Combines structured flow with free-form conversation
  • Agent follows the flow structure but can handle off-script questions naturally
  • Best of both worlds for production use