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Pathways is a visual flow editor for calls that need a fixed step order, branching, tool gating, or escalation subflows — an alternative to a Single Prompt agent.

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When to use Pathways

Use Pathways when a Single Prompt would get too complicated to manage as a single block of instructions — for example, a call that must collect information in a specific order, branch based on the caller’s answers, or hand off to a human at a specific point.

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Node types

NodePurpose
BeginThe entry point of the pathway. Every pathway has exactly one.
ConversationA step where the agent talks with the caller. Holds its own prompt, available tools, state captures, and transitions to other nodes.
ActionPerforms an action instead of talking — transfer the call (transferCall), or hand off over SIP (sipColdTransfer for a cold transfer, sipWarmTransfer for a warm transfer).
End callEnds the call.
ReturnResumes the most recent conversation node — useful as a fallback destination after a Global node interrupts the flow.
GlobalCan be triggered from any conversation node, based on a natural-language condition you describe rather than a fixed transition.

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Build a pathway

1

Open the Pathways editor

Create a new agent and choose Pathways as the script type, or open an existing Pathways agent.
2

Add your begin node

Every pathway starts with a single Begin node — it’s added automatically as the starting point.
3

Add conversation nodes

Add a Conversation node for each step of the call. Write the prompt for that step, and add any tools or state captures it needs.
4

Wire up transitions

Connect nodes with edges to define how the conversation moves from one step to the next.
5

Add action, end, and global nodes as needed

Add Action nodes for transfers, End call nodes to close out the conversation, and Global nodes for conditions that should be reachable from anywhere in the flow.
6

Save

Save the pathway. AgentCallback opens the new agent and starts its default initial test.

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Transitions and state

A conversation node’s transitions can include state updates — setting a state variable as the agent moves to the next node. This lets later nodes, tools, and post-call logic reference what happened earlier in the call.

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Global nodes

Global nodes don’t sit on a fixed transition path. Instead, you describe the condition that should trigger them in natural language — for example, “the caller asks to speak to a manager” — and the agent can jump to that node from any conversation node when the condition is met. Pair a Global node with a Return node so the conversation can resume where it left off.

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Next step

Variables to give your agent the data it needs before a call starts.