Start the block
Configure the questions directly, or expand the Generate with AI strip at the top of the panel, describe what you want, and start a focused Ask AI task for this block alone. For example:Gather the caller’s name, email address, phone number, and reason for calling.In Review mode, inspect the proposal on the canvas and apply it. In Auto apply mode, the requested edit is written directly to the draft. Check the result and test the affected path before publishing; see Choose how flow changes are applied. The instruction is not saved onto the block, so the box starts empty each time and the request lives in the Ask AI conversation. Generation is offered only on an editable draft, not in version previews, comparisons, or to viewers.
Configure the questions
Add one question for each value the block should collect. Collect requires at least one question, and every variable name must be unique within the block.
Confirm is available after Required is enabled, and Spell Back is available after Confirm is enabled.
Choose the type that matches the expected answer. See Variables for available types, formats, and downstream availability.
Zipcode and Phone expect the format of the agent’s country, which Phonely derives from the timezone in Settings. A US timezone collects a 5-digit ZIP code, while an Australian timezone collects a 4-digit postcode. See Timezone sets the expected country format.
Completion and routing
Collect asks for missing information in a conversational style. It can move to the next block after all required answers have been collected and any enabled confirmations are complete. Enable Required for every answer the flow depends on. A question without Required does not prevent Collect from continuing. Collect has one live-call continuation and does not branch by answer. To route using a collected value, connect Collect to a Filter and create the cases there.Example: Collect caller details
Enable Required for each answer the flow cannot continue without. For information that is easy to mishear, enable Confirm and, when useful, Spell Back.
Later blocks on the continuation route can use these answers as variables.
Test Collect
Try complete, unclear, corrected, and missing answers. Confirm that Collect:- requests missing information naturally, one question at a time;
- does not continue until every required answer is collected and any configured confirmation is complete;
- updates a stored value when the caller corrects it;
- spells back answers when configured; and
- makes the collected values available to later blocks.
Troubleshooting
The agent leaves without an answer
The agent leaves without an answer
Enable Required for every answer the flow must collect before continuing. Leave it off only when later blocks can run without that value.
The block does not finish
The block does not finish
Check which required answer is still missing or waiting for confirmation. Make the corresponding Question clearer and confirm that its Type matches the expected response.
The agent does not use the exact question wording
The agent does not use the exact question wording
Collect asks questions conversationally and may rephrase them. Write the Question as a clear request for one value rather than relying on exact wording.
The agent asks for the wrong postcode format
The agent asks for the wrong postcode format
Check the agent’s timezone in Settings. Phonely uses it to decide which country’s format to ask for and validate against, so a timezone set to the wrong country makes the agent request a postcode your callers do not have. For a format the country defaults do not cover, set the question’s Type to Regex or Custom.
A collected value is empty later
A collected value is empty later
Open Call Details and confirm that Collect stored the value. If later blocks always need it, enable Required. Otherwise, make sure those blocks can run without it.