Advanced Builder

Variables hold reusable state such as customer tier, company name, appointment type, or secret tokens. They are available across prompts, playbooks, and tool flows.

• ●Use global variables for values shared across many agents.
• ●Use playbook-local variables when a flow needs temporary state.
• ●Mark secrets as sensitive so they stay redacted in responses.

The Documents tab is your knowledge base. It now supports PDF, DOCX, Markdown, and TXT uploads, plus authored text docs for structured facts.

1. Upload source files that customers actually ask about.
2. Author concise text docs for policies, hours, pricing, and exceptions.
3. Keep one topic per document so retrieval stays sharp.
4. Refresh documents when the business changes so answers stay current.

Guardrails are where you set the boundaries for the agent. The page supports profanity filtering, blocked topics, safety phrasing, and custom rules.

• ●Choose the level that matches the risk profile of the business.
• ●Add custom rules for things the agent should always avoid or always say.
• ●Review guardrails when you add a new channel, region, or regulated workflow.

Workflows are the structured, multi-step paths behind complex tasks. Use them when a single playbook is not enough and the agent needs to branch, collect variables, or call tools in sequence.

A good workflow has one clear goal, explicit handoffs, and a fallback if the user gives incomplete information.

Escalation defines when and how the agent hands off to a human, while the simulator lets you test those routes before customers hit them.

• ●Configure voice, chat, or callback escalation depending on the channel.
• ●Use the simulator to test greeting, workflow, and fallback behavior end to end.
• ●Confirm the handoff is visible to the team before you turn the agent live.