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Global Nodes

Global Nodes are jump-to points that can be triggered from anywhere in the workflow. They handle requests that might come up at any moment during a conversation, regardless of which node the caller is currently on.

Video Walkthrough

Watch: Deep Dive Into All Agent Workflow Nodes — 3:27–4:01 | Quick Overview — 9:58–11:28

Why Use Global Nodes?​

In a typical workflow, the conversation moves step by step from one node to the next. But callers do not always follow your script. They might suddenly say:

  • "Let me talk to a manager."
  • "I want to cancel."
  • "What are your hours?"
  • "Stop calling me."

Without global nodes, you would need to add routes for these requests on every single Conversation Node. Global nodes solve this by listening across the entire workflow.

How They Work​

  1. Create a Conversation Node and mark it as Global.
  2. Give it a title that describes the intent it should catch (e.g., "Transfer to Manager").
  3. Add instructions for how the AI should respond when this node is triggered.
  4. Connect it to subsequent nodes (e.g., a Call Forwarding Node to complete the transfer).

When the caller says something that matches a global node's intent — no matter where they are in the workflow — the conversation jumps to that global node.

Setting Up a Global Node​

Each global node has:

  • Title — the intent label the AI uses to match. Make it descriptive and specific.
  • Synonyms — alternative phrases that should also trigger this node.
  • Instructions — what the AI should say or do when triggered.

The AI evaluates the caller's words against all active global nodes and routes to the best match.

Multiple Global Nodes​

You can have as many global nodes as your workflow requires. Each one handles a different off-script scenario. Common examples:

Global NodeCatches Phrases Like
Transfer to Manager"Let me speak to a supervisor," "I want a manager"
Business Hours"What time do you open," "Are you open on weekends"
Opt-Out"Remove me from your list," "Stop calling me"
Emergency"This is an emergency," "I need help right now"
FAQ — Pricing"How much does it cost," "What are your rates"

Best Practices​

  • Be specific with titles and synonyms. Vague titles lead to false matches.
  • Keep global node instructions focused. Each global node should handle one concern.
  • Test thoroughly. Say the trigger phrases during test calls to verify they route correctly.
  • Use sparingly. Too many global nodes can compete with each other. Stick to the scenarios that genuinely come up unpredictably.

Next Steps​