---
title: Conversation and call flows
description: Design prompts and structured flows that behave predictably.
---

A conversation prompt describes the agent's role, goal, facts, boundaries, and escalation policy. A structured flow adds explicit stages, data collection, transitions, and completion conditions.

## Reliable prompt structure

1. Identity and reason for contact.
2. Consent-aware opening.
3. One business objective.
4. Required questions and validation.
5. Approved knowledge and prohibited claims.
6. Objection and uncertainty handling.
7. Handoff or follow-up rule.
8. Clear closing condition.

Use fixed greetings when exact opening language matters. Use structured analysis fields when campaigns, tags, or CRM automation depend on predictable values.

Advanced flow PDL can run in `shadow` mode before `active` mode. Shadow mode lets you inspect proposed flow decisions without letting them control the live conversation.