Talk

Choose Talk when the agent needs to adapt over several turns, such as answering questions, understanding an issue, or qualifying a caller. It stays active until an exit condition is met and can collect values along the way. Choose Collect for the more focused task of gathering a defined set of fields.

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Describe the task

In Describe what you want the AI to do, enter a short summary of the goal. The worked example below starts with this description:

Answer the caller’s questions using the knowledge base. If an answer is unavailable, offer to collect their contact details for follow-up.

Choose Generate with AI to create a starting configuration from your description, or choose Build Manually to configure it yourself.

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Configure the conversation

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Prompt

The Prompt tells the agent how to handle the conversation while Talk is active. Write directions rather than a script. Include the objective, relevant context or boundaries, and what the agent should do when it cannot complete the task. Type @ and select an available variable or knowledge base source when the prompt needs that information. Adding its name as plain text does not insert the source.

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Exit Conditions

Each Exit Condition describes a conversational result that ends the Talk block and creates a source handle. Connect that handle to the block that should run next. Write conditions as completed, observable outcomes. For example:

• The caller's question has been answered and they have no more questions
• The caller wants to leave their contact details
• The caller asks to speak with a person

A Talk block requires at least one exit condition and supports up to ten. Conditions must be non-empty and unique. When several conditions lead to the same block, combine them into one outcome-focused condition for clearer routing.

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Variables

Add a variable when the Talk block should extract information from the conversation for later blocks. Confirm is available after Required is enabled, and Spell Back is available after Confirm is enabled. Collected values appear in Available Variables for later blocks on that route. See Variables for types, availability, and troubleshooting.

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Example: Answer business questions

• Prompt: Use the knowledge base to answer questions about the business. Keep answers concise. If the answer is unavailable, explain that a team member can follow up and offer to collect the caller’s details.
• Exit conditions:
  • The caller’s questions have been answered and they have no more questions
  • The caller wants to leave their information for follow-up
• Variable: unanswered_question — the caller’s unanswered question

Connect the answered route to End Call and the follow-up route to Collect. This keeps the completed and follow-up paths explicit on the canvas.

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Test Talk

Test the expected outcome and each meaningful alternative. Confirm that Talk:

• remains active while its conversational objective is incomplete;
• handles different phrasing for the same intent consistently;
• selects the intended exit condition and route for each outcome; and
• stores and confirms variables as configured.

Use Web Call when voice behavior matters, such as pacing and interruptions. For an unexpected result, open Call Details, select Blocks, and expand Talk to review its conversation turns, selected route, and stored variables.

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Troubleshooting