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Choose Collect when the agent needs a defined set of information, such as a caller’s name, contact details, or appointment preferences. It asks for the information one item at a time and stores the answers as variables for later blocks. Each Question guides what the agent should ask, but it is not a fixed script. The agent can phrase or rephrase the question naturally. Choose Talk when the task needs a more open-ended conversation or different routes based on its outcome.

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Describe the information

In Describe what information you want the AI to collect, enter a short summary of the fields you need. For example:
Gather the caller’s name, email address, phone number, and reason for calling.
Choose Generate with AI to create a starting configuration from your description, or choose Build Manually to configure each question yourself.

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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.

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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.

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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.

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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.
Use Web Call to hear questions, confirmations, and spelled-back answers. For an unexpected result, open Call Details, select Blocks, and expand Collect to review its conversation turns and stored variables.

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Troubleshooting

Enable Required for every answer the flow must collect before continuing. Leave it off only when later blocks can run without that value.
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.
Collect asks questions conversationally and may rephrase them. Write the Question as a clear request for one value rather than relying on exact wording.
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.
Last modified on July 17, 2026