Agent Builder
See how your AI handles a message, and change any part of it.
Overview
Agent Builder is a map of what your AI does with every incoming message, drawn left to right. A message arrives, passes a few automatic checks, gets handed to the right assistant, and comes back out as a reply.
Each box on the map is one part of that journey. Click any box to open its settings on the right — what it says, what it is allowed to do, and whether it is switched on. You do not have to understand the whole map to use it: most owners only ever touch the boxes in the middle row, which are their own assistants.
If your workspace has calls turned on, you will also see a Voice group at the bottom. That is your Coordinator — the AI that answers and makes phone and WhatsApp calls. It sits apart from the rest of the map because calls are not messages.
Some workspaces see this page named Agent Flow and drawn a little differently. Everything in this guide works the same on both.
Features
Choose which assistant to configure
Open Settings and choose Voice agent or Chat agent. Voice shows only call settings; Chat shows only chat settings, content and custom actions. Save and Discard apply only to the selected assistant.
See what happens to a message
Follow the line from Customer Message on the left to Response on the right. The boxes in between are the checks and assistants the message passes through. This is the actual live setup, not an illustration — what you see here is what customers get.
Change what an assistant says
Click any assistant box to open its panel. You can rename it, rewrite its instructions, choose which tools it may use (like booking or looking up prices), and switch it off entirely. Changes save as you make them.
Add a new assistant
Use Add Agent at the bottom of the canvas to create a specialist — for example one that only handles pricing questions, or one that qualifies new leads. Give it a clear description so the AI knows when to hand work to it.
Pick the main assistant
One assistant is marked Lead. It handles anything that does not clearly belong to a specialist, and it catches messages when the AI is unsure. If you only want one assistant, this is the one to edit.
Set up phone and WhatsApp calls
The Voice group holds three boxes. Coordinator carries everything that applies to every call — the voice, recording, call hours, spending limits, and a Test Call button. Inbound and Outbound each hold their own instructions, tools, and on/off switch, because answering a call and making one are different jobs.
Follow up when a chat goes quiet
The Follow-up Agent sits after the reply, on a dashed line. Open it and choose Off, Suggest to team, or Send automatically. Suggest mode creates a counted Inbox review queue without sending anything.
Channel pipelines
The start of the pipeline shows an icon for each channel your AI is connected to — WhatsApp, Instagram, your website and so on. Click a channel icon to give that channel its own copy of the pipeline, which you can then customize separately — for example a warmer tone on WhatsApp than on Instagram. Drag a channel icon from one pipeline to another to move it. Deleting a pipeline returns its channels to the main pipeline and saves a snapshot in History, so you can always restore it later.
See and undo past changes
History at the bottom of the canvas lists every change made to your setup, who made it, and when. You can compare any two versions and roll back if a change did not work out.
Common tasks
Change what your AI says
About 3 min- Open Agent Builder (called Agent Flow on some workspaces) from the left menu.
- Click the assistant box you want to change — usually the one marked Lead in the middle row.
- Edit its instructions in the panel on the right. Write plainly, as if briefing a new employee. Your changes go live straight away.
Add a specialist assistant
About 5 min- Click Add Agent at the bottom of the canvas.
- Give it a name your team will recognise, like Pricing or Bookings.
- Write a short description of when it should be used. This is how the AI decides what to send it — be specific, for example questions about prices, packages and discounts.
- Write its instructions, pick the tools it may use, and make sure it is switched on.
Set up your calling agent
About 5 min- Open Agent Builder (called Agent Flow on some workspaces) and scroll to the Voice group at the bottom.
- Click Coordinator to choose the voice, set call hours, and review recording and spending limits.
- Click Inbound to write what the AI says when someone calls you, then switch it on.
- Click Outbound for calls the AI makes. Use Test Call on the Coordinator box to hear it before going live.
Undo a change
About 2 min- Click History at the bottom of the canvas.
- Find the version from before the change. Each entry shows who changed what, and when.
- Open it to compare against your current setup, then roll back if you want it restored.
Tips
Frequently asked questions
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