Flow Node Reference

This is the complete reference for the 20 node types in the call-flow DSL. Each node’s data object is discriminated by its kind. The outcomes column lists the sourceHandle values you can draw edges from.

Tip

Outcomes that aren’t drawn fall through to the node’s default edge (the edge with no sourceHandle). The holiday outcome falls back to the out_of_hours edge if you don’t draw a dedicated holiday edge.

Entry

{ "kind": "entry", "trigger": "inbound" }

Field	Type	Notes
trigger	"inbound" | "internal" | "api"	How the flow was entered.

Outcomes: default.

Play

Play a pre-recorded audio file (a media_file).

{ "kind": "play", "audioId": "welcome-msg" }

Field	Type	Notes
audioId	string	Media id to play.

Outcomes: default.

Say

Speak text via TTS.

{ "kind": "say", "text": "Thanks for calling.", "voice": "en-US-neural-male" }

Field	Type	Notes
text	string	Text to synthesize.
voice	string?	Optional voice override.

Outcomes: default.

Caution

Free-text say requires a TTS provider for arbitrary text. Today the platform ships a fixed, pre-generated multilingual prompt catalog; call-time synthesis of arbitrary text is an open item. For fixed prompts, use play with a catalog/media_file id.

Menu (IVR)

Play a prompt and branch on a DTMF keypress. Re-prompts on invalid/timeout up to the configured limits.

{ "kind": "menu", "promptText": "Press 1 for sales, 2 for support",
  "maxDigits": 1, "timeoutSec": 5, "maxFailures": 2, "bargeIn": true }

Field	Type	Notes
promptAudioId / promptText	string?	First-entry prompt (audio or text).
repromptAudioId	string?	Played on re-prompt.
invalidAudioId	string?	Played before re-prompt on an unmapped key.
minDigits / maxDigits	number	Digit count bounds (maxDigits required).
terminators	string?	e.g. "#".
timeoutSec	number	First-digit wait.
interDigitTimeoutSec	number?	Wait between digits.
maxFailures / maxTimeouts	number?	Give-up counters.
bargeIn	boolean?	A keypress interrupts the prompt (default true).

Outcomes: digit:0 … digit:9, digit:*, digit:#, timeout, invalid.

Collect

Capture digits into a variable (PIN, account number), with optional regex validation.

{ "kind": "collect", "variable": "account_no", "maxDigits": 8,
  "terminator": "#", "regex": "^[0-9]{6,8}$", "maxTries": 3 }

Field	Type	Notes
variable	string	Flow variable to store the digits in.
promptAudioId / repromptAudioId / invalidAudioId	string?	Prompts.
minDigits / maxDigits	number	Bounds.
terminator	string?	e.g. "#".
timeoutSec / interDigitTimeoutSec	number?	Timeouts.
regex	string?	Validation pattern.
maxTries	number?	Retry budget.
bargeIn	boolean?	Interrupt the prompt.

Outcomes: valid / default, invalid, timeout.

Dial

Dial a single target and bridge.

{ "kind": "dial", "target": "1001", "targetType": "user", "timeoutSec": 25 }

Field	Type	Notes
target	string	User, extension, or PSTN number.
targetType	"user" | "extension" | "pstn"	What target is.
timeoutSec	number	Ring timeout.

Outcomes: answered, no_answer, busy.

Ring Group

Fork to the members of a ring group.

{ "kind": "ringGroup", "ringGroupId": "rg_01jdr70g9apz69vke5at748d47", "strategy": "ring_all", "timeoutSec": 25 }

Field	Type	Notes
ringGroupId	string	The ring group to fork to.
strategy	"ring_all" | "sequential" | "round_robin"?	Overrides the group’s strategy.
timeoutSec	number	Overall ring timeout.

Outcomes: answered, no_answer.

Enqueue

Place the caller into an ACD queue.

{ "kind": "enqueue", "queueId": "q_01j160r23gw5zkpfjme3fwzs5k", "priority": 0 }

Field	Type	Notes
queueId	string	The queue to join.
priority	number?	Higher priority is served first.

Outcomes: answered (bridged to agent), abandoned (caller hung up), timeout (max-wait exceeded), no_agents (no viable agent, overflow immediately), queue_full (at max_queued, deflected at join), ewt (estimated wait over threshold, deflected at join). See Overflow & Exit Destinations.

Voicemail

Record a message to a mailbox.

{ "kind": "voicemail", "mailboxId": "vm_01jg8asp59ps9rtt7azhrhvcre", "greetingAudioId": "vm-greeting" }

Field	Type	Notes
mailboxId	string	The voicemail box.
greetingAudioId	string?	Custom greeting.

Outcomes: recorded, no_message.

Conference

Join a conference room (the media engine the conferencing module, also the 3-way primitive).

{ "kind": "conference", "roomId": "team-standup" }

Field	Type	Notes
roomId	string	Conference room id.

Outcomes: ended.

Forward

Forward to an external number. See Call Forwarding for triggers, screening, and overflow.

{ "kind": "forward", "number": "12025550100", "cidMode": "did", "timeoutSec": 30, "confirm": true }

Field	Type	Notes
number	string	E.164 destination (dialed via outbound routing).
cidMode	"passthrough" | "did"	Caller-ID presentation.
timeoutSec	number	Ring time before no-answer.
confirm	boolean	Press-1 screening on the answered leg; unconfirmed → the overflow edge.

Outcomes: answered, no_answer.

Transfer

Transfer the call. For agent-initiated blind/attended transfers, see Call Transfer.

{ "kind": "transfer", "target": "1002", "mode": "blind" }

Field	Type	Notes
target	string	Transfer destination.
mode	"blind" | "attended"	Transfer mode.

Outcomes: default.

Set Variable

Set a flow variable.

{ "kind": "setVar", "variable": "tier", "value": "gold" }

Outcomes: default.

Condition

Branch on an expression evaluated against the flow’s variables (cond_route in the legacy vocabulary). Resolved inside the stateful edge object with a recursive-descent evaluator, no edge round-trip. There are two forms: an expr boolean test, or a switchOn per-case switch.

{ "kind": "condition", "expr": "({vip}==1||{digits}>40)&&{from}^+1" }

Field	Type	Notes
expr	string?	A boolean expression. Ignored if switchOn is set.
switchOn	string?	A value (interpolated) to switch on, matched per-case against edge sourceHandles.

Operators (expr): == != (numeric-aware: if both sides parse as numbers they compare numerically, otherwise as strings), > < >= <= (numeric; a non-numeric side is always false), ~ (contains), !~ (not-contains), ^ (starts-with), $ (ends-with), ~= (regex match, right side is the pattern). Combine with boolean algebra &&, ||, !, and parens, with normal precedence (! tightest, then &&, then ||). A bare operand with no operator is a truthiness test (empty string, "0", "false", "null", and "undefined" are falsy).

Operands interpolate {var} against the flow’s variable bag (only identifier-shaped names, so regex quantifiers like {10} or {2,3} inside a ~= pattern survive un-interpolated). Wrap an operand in '…' or "…" to protect spaces or operator characters; unquoted multi-word operands still join with a space for back-compat. A malformed or unparseable expression evaluates to false, the safe edge, rather than erroring the call.

Per-case (switchOn): set switchOn instead of expr to branch on a value directly. The outcome is case:<value> (after interpolation), matched against an edge whose sourceHandle is exactly that string (e.g. switchOn: "{dept}" with dept=sales produces outcome case:sales, routed by an edge with sourceHandle: "case:sales"). No matching case falls through to the default edge.

Outcomes: true, false (via expr); case:<value> (via switchOn, unmatched values fall through to the default edge).

HTTP Request

Call an external API and branch on the result. Resolved inside the stateful edge object (the session object performs the fetch directly).

{ "kind": "httpRequest", "url": "https://api.example.com/lookup", "method": "GET", "saveAs": "lookup" }

Field	Type	Notes
url	string	Endpoint.
method	string	HTTP method.
saveAs	string?	Save the response into this variable.

Outcomes: 2xx, error.

Time Condition

Branch on a business-hours schedule. Resolved inside the stateful edge object.

{ "kind": "timeCondition", "scheduleId": "sch_01j0jvpe0wzc6g05bktfew0xyx" }

Field	Type	Notes
scheduleId	string	The time_schedule to evaluate.

Outcomes: in_hours, out_of_hours, holiday (falls back to out_of_hours if undrawn).

Callback

Request-a-callback: enqueues the caller (vars.from) as a campaign_contact lead, status = pending, into the given outbound-dialer campaign. The campaign_contact row is tagged flow_callback and carries the originating callId. The Outbound Dialer then calls the lead back like any other campaign contact.

{ "kind": "callback", "campaignId": "camp_01jzr0m1v3f8x8f5c3q9k1r0aq" }

Field	Type	Notes
campaignId	string?	The callback campaign to enqueue into. Must belong to the same account.
listId	string?	Legacy alias for campaignId, honored if campaignId is absent.

The node is account-scoped (the campaign must belong to the calling account) and de-duplicates: if the caller already has a lead in that campaign with status pending, dialing, or retry, no duplicate row is inserted. This is fire-and-continue: the lead is enqueued and the flow immediately continues on the default edge, typically into a say + hangup telling the caller they’ll be called back. It’s distinct from the in-queue Tier 2 virtual-queue callback (which keeps the caller’s place in a live queue and calls back via the ACD reserve fence); this node always creates a fresh dialer lead.

Outcomes: default.

Last Called User

Sticky-route a repeat caller back to the last agent who handled them (legacy last_called_user). Unlike per-queue sticky/last-agent routing (which is scoped to one queue’s affinity table), this node checks the caller’s most recent affinity across all queues on the account.

{ "kind": "lastCalledUser", "timeframeMin": 1440, "timeoutSec": 25, "fallbackNodeId": "supQ" }

Field	Type	Notes
timeframeMin	number?	Affinity window in minutes. Default 10080 (7 days); pairings older than the window are ignored.
timeoutSec	number?	Ring timeout for the dial to the last agent. Default 25.
fallbackNodeId	string?	If no dispatchable last agent is found, jump straight to this node id instead of following the none edge.

The lookup only returns an agent who is currently dispatchable: available, in waiting state, reachable, not mid external-call, and not in wrap-up. A last agent who is logged out, busy, or in wrap-up is never rung, since the session object join filters them out before the caller is dialed. On a match, the target agent id is stashed in vars.last_agent and the flow dials that user directly (a no-answer on that dial falls through to the node’s default edge, not none). On no match, the outcome is none, unless fallbackNodeId is set, in which case the flow jumps directly to that node instead of requiring a drawn none edge.

Outcomes: none (no dispatchable last agent, and no fallbackNodeId); dial outcomes (answered, no_answer) flow through the default edge when a last agent is found and dialed.

Flow (nested)

Route into another published flow. The sub-flow’s entire node graph is spliced inline at load time (not at runtime): the interpreter never actually sees a flow node, it sees the target flow’s nodes and edges merged directly into the graph it’s walking, with every id namespaced to avoid collisions. This is the mechanism for reusable sub-flows, a shared “check business hours” or “collect a callback number” block you build once and reference from many flows.

{ "kind": "flow", "flowId": "flow_01jzr1c2b8x2s0f8v3n7m5t1qz" }

Field	Type	Notes
flowId	string	The id of the published flow to splice in. Must belong to the same account and have is_published = 1.

Splicing is destination semantics: there is no implicit return to the parent flow after the sub-flow finishes; the sub-flow’s own terminal nodes (its hangup, or bridges it starts) decide how the call ends. If you need to “come back,” end the sub-flow by routing into a shared continuation, or design the parent to not need one.

Resolution is depth-bounded (nested flows may reference further nested flows up to 4 levels deep) and size-bounded (a spliced graph is capped at 400 nodes total), so a broken reference, an unpublished flow, or an accidental cycle can never strand a caller: the offending branch is terminated with a fail-safe hangup (cause subflow_unresolved) instead of erroring or looping. A flow node can also appear as a synthesized routing destination (for example a queue’s timeout exit pointed at a flow), not just as a visual-builder node; both paths resolve through the same splice logic.

Outcomes: none, this node is always resolved away before the interpreter runs (terminal from the graph’s perspective: it’s replaced by the spliced sub-graph’s own entry node).

Hangup

End the call.

{ "kind": "hangup", "cause": "normal_clearing" }

Field	Type	Notes
cause	string?	Optional SIP/Q.850 cause.

Outcomes: terminal (no outgoing edges).