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Thoughtly agents use four node types: Start, Speak, Transfer, and End. To add a node, click the + button at the bottom-right of the canvas and choose a type.
Available node types in the Agent Builder

Node types overview

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Start node

What it does: Opens the conversation. Whatever you write here is the first thing your caller hears. Guidelines
  • Keep it short and attention grabbing.
  • Use plain language; avoid jargon.
  • Proofread carefully; content in Start is repeated verbatim.
Tips
  • If you need legal or opt-in wording, keep it here so it is always delivered the same way.
  • Consider referencing Variables for simple personalization (for example, the caller’s first name), but test pronunciation with Call Me.
Everything in the Start node’s Message field is spoken exactly as written. Double-check spelling, punctuation, and acronyms.

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Speak node

Speak node configuration panel

Speak node with Message and Prompt options

What it does: Drives the conversation. Speak nodes decide what the agent says, how it says it, and when it moves on. Speak nodes come in two variants: Message and Prompt.

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1) Message speak node

  • Use when: You want the agent to say a specific line (short answer, confirmation, compliance statement) with minimal variation.
  • Behavior: The agent speaks the text you provide, using context only to keep tone natural.
  • Options
    • Repeat verbatim: Say exactly what is written every time (just like the Start node). Ideal for consent or disclaimers.
    • Uninterrupted message: Prevents the caller from interrupting. Useful for longer instructions or critical copy.
    • Read numbers phonetically: Improves pronunciation of long numbers such as order IDs or confirmation codes. Pair with Phone numbers and other numeric data.
  • Good for: Simple Q&A, confirmations, disclaimers, short instructions.

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2) Prompt speak node

  • Use when: The agent must compose a response using multiple pieces of information (purchase details, caller info, integration outputs, dynamic Q&A).
  • Behavior: Treat the field as instructions for how the agent should respond. Think mini playbook, not a fixed script.
  • Options
    • Inherits Uninterrupted message and Read numbers phonetically from Message mode.
    • Does not include Repeat verbatim by design; prompts stay adaptive.
  • Authoring tips
    • Write in the order: goal -> constraints -> must-say points -> tone. Keep it concise.
    • Reference data via Variables such as CRM fields or custom attributes.
    • Specify the delivery channel if it matters (“Keep under 160 characters for SMS.”).
    • End with a clarity cue such as “Keep it short and concise.”
  • Pro tip: Frontier models (GPT-5, Gemini 2.5, and similar) are great at drafting first-pass prompts. Ask for a proposal, then adapt it inside your Prompt speak node.

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Transfer node

Transfer node configuration panel

Transfer node configuration

What it does: Hands the caller to a human or another agent. Transfer nodes offer two modes:

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1) Phone Router

  • Transfers the caller to a specific Phone number.
  • Optional pre-transfer Message lets the agent speak before the hand-off.
  • The transfer occurs immediately after that message (if present).
Content in the Phone Router Message is spoken exactly as written. Proofread it before publishing.

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2) Agent Transfer

  • Connects the caller to another Agent in your account with no extra setup.
  • Select the target agent from your list; the current agent session ends when the transfer begins.
  • Ideal for warm hand-offs or specialist escalation after verification or form capture.
When to use Transfer
  • Call routing after qualification.
  • Escalation to a specialist team.
  • Warm hand-offs after verification or form capture via Actions.

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End node

What it does: Closes the conversation gracefully and hands control back to any downstream Automations. Guidelines
  • Keep the goodbye short and courteous.
  • Use consistent endings across flows to reinforce brand tone.
  • Create multiple End nodes to close different branches (success, voicemail, no-match).
Content in the End node’s Message is spoken exactly as written. Review it for accuracy.

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Quick decision guide

  • Fixed line that must be exact? -> Use Start or Speak > Message with Repeat verbatim.
  • Adaptive response using data or context? -> Use Speak > Prompt.
  • Need to hand off? -> Use Transfer (Phone Router or Agent Transfer).
  • Conversation finished? -> Use End.

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Common mistakes to avoid

  • Putting long scripts in Start; keep the opener tight.
  • Using Prompt when an exact line is required; select Message + Repeat verbatim instead.
  • Forgetting to enable Uninterrupted message for critical information.
  • Skipping pronunciation checks; turn on Read numbers phonetically for IDs, order numbers, or Phone numbers.

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See also

  • Variables - personalize messages safely and branch on captured data.
  • Phone Numbers - formatting, country codes, and testing.
  • Agents - creating, naming, and organizing agents.
  • Outcomes - routing logic after Speak nodes.
  • Actions - mid-call work, lookups, and best practices.