AI Voice Agent Call Flow
The call flow controls how your AI Voice Agent opens, paces, and structures every conversation. Getting the flow right is the difference between a natural-sounding call and one that feels robotic.
Available on: All AI Voice Agent plans.
Greeting Modes
Your agent starts every call with a greeting. Choose the mode that matches your use case:
| Mode | How it works | Best for |
|---|---|---|
| Agent speaks first | The agent delivers a scripted opening line after a configurable pause | Inbound support lines where callers expect an immediate response |
| Dynamic greeting | The agent generates a personalized greeting using caller context and a script you define | Returning callers, VIP routing, or context-aware welcomes |
| Wait for caller | The agent stays silent until the caller speaks | Outbound calls or situations where you want the caller to lead |
You can switch between modes at any time without recreating the agent.
Configuring Conversation Pacing
Two settings control how the agent times its responses:
Pause Before Speaking
How long the agent waits after the call connects before delivering the greeting. A short pause (0.5–1 second) prevents the agent from talking before the caller hears audio. A longer pause (2–3 seconds) feels more natural for outbound calls where the caller needs a moment to orient.
Silence Before Responding
How long the agent waits after the caller stops talking before it responds. A shorter window (0.5 seconds) creates a fast, conversational tempo. A longer window (1.5–2 seconds) gives callers time to finish their thought without being interrupted.
Tip: Start with the default values and adjust based on transcript review. If callers frequently get cut off, increase the silence threshold. If the conversation feels sluggish, decrease it.
Building a Call Flow Script
A call flow script gives your agent a structured conversation path. Instead of free-form conversation, the agent follows a defined sequence:
- Opening — greet the caller, introduce the business, and ask how you can help.
- Discovery — ask qualifying questions to understand the caller's need.
- Resolution — provide information, schedule an appointment, or route the call.
- Closing — confirm next steps and end the call.
Using Generate with AI
Click Generate with AI on the Call Flow tab to auto-create a structured script based on your agent's role description. The system analyzes your agent role and personality settings and produces a multi-step flow. Review and edit the output — it is a starting point, not a final script.
Branching Logic
Call flows support conditional branching. The agent can take different paths based on caller responses:
- If the caller asks about pricing → provide plan information or transfer to sales
- If the caller needs technical help → attempt resolution from knowledge base, then transfer if unresolved
- If the caller wants to schedule → trigger the calendar booking action
Define branches by including conditional instructions in your call flow script. Use clear if/then language the agent can follow (e.g., "If the caller mentions billing, ask for their account number and transfer to the billing team.").
Testing Your Call Flow
After configuring the call flow:
- Enable the agent and call the assigned number.
- Test each branch — ask questions that should trigger different paths.
- Review the transcript in JustCall AI to verify the agent followed the expected flow.
- Check the View Sources button on AI responses to confirm knowledge base references are accurate.
Iterate until the flow handles your most common call scenarios smoothly.
Related Articles
- Create Your First AI Voice Agent — full setup walkthrough
- AI Voice Agent Behavior — role, personality, and system prompts
- Dynamic Greetings — context-aware opening lines
- AI Voice Agent Advanced Settings — responsiveness, interruption, and silence controls