How to Create a Custom Workflow in Dialora

A workflow gives your agent a structured call instead of one open-ended prompt. You lay the call out as connected nodes and the agent moves between them as the conversation progresses.

Prompt or workflow?

	Prompt-driven agent	Workflow agent
Best for	Open-ended conversations — support, FAQs, general reception	Calls with a required sequence — qualification, intake, scripted booking
Behaviour	One prompt governs the whole call	Each node does one thing, and you control the order
Control	The model decides the flow	You decide the flow

Start with a prompt. Move to a workflow when the call has to reliably cover specific steps in order.

Step 1: Open the workflow builder

Log in to your Dialora dashboard.
Click Workflows in the left panel.
Click Create Workflow.

Step 2: Start from the root node

Every workflow opens with a root Welcome Message node — what the agent says when the call connects.

Click the + under a node to add the next step.

Step 3: Choose what happens next

Node	What it does
Say	The agent speaks. Either fixed text, or a prompt the model phrases itself.
Gather	Asks for specific information and captures it into named parameters.
Condition	Branches the call — each condition routes to a different node.
API Request	Calls an external API mid-conversation and routes on success or failure.
Transfer Call	Hands the call to a phone number.
End Call	Ends the call with a farewell message.

Using the Say node

Click Say, then Edit, and enter what the agent should say at this point.

You have two modes:

Fixed text — the agent says exactly this. Use it for disclosures, legal language, and anything that must be word-for-word.
Prompt — you describe what to convey and the model phrases it. Use it when natural variation sounds better than a script.

Using Gather to collect information

Use Gather when you need specific details — name, email, service type, appointment date.

Each parameter takes:

Name — letters, numbers, and underscores only (no spaces or hyphens)
Type — the kind of value you expect
Description — tells the agent what it’s looking for and when
Required — whether the agent must get this before moving on

The agent decides what counts as an answer from your description. “appointment_date” with the description “The date the caller wants to come in, as a specific calendar date — not ‘next week’” collects far cleaner data than a description of just “date”.

Using Condition to branch

Use Condition when the call should go different ways based on what the caller said.

Each condition pairs a condition with a target node:

“Caller is an existing patient” → Verification node
“Caller is new” → Intake node

Cover every case your callers will actually produce, including the awkward ones. A caller who fits none of your conditions is where workflows most often fall over.

Using API Request for integrations

Use API Request to reach a CRM, booking system, or any REST API mid-call.

Configure:

Name and description — what the call does
Method — GET, POST, PUT, PATCH, or DELETE
URL — the endpoint
Parameters — each with a type and description, and which are required
Success node — where to go when it works
Failure node and failure message — where to go and what the agent says when it doesn’t
Retry on fail and retry node — whether to try again, and from where

An external API will fail eventually — a timeout, a bad record, an expired token. If you leave the failure node unset, the caller gets silence at the worst moment. Set a failure message the agent can say and a node that takes a message or offers a callback.

Using Transfer Call to escalate

Add a Transfer Call node wherever a human should take over. Set the destination phone number, and optionally what the agent says before transferring.

Include the country code — see Phone Number Formatting.

Ending the call

An End Call node closes the conversation with a farewell message. Every branch should reach one, or calls end abruptly.

Tips

One job per node. If a Say node is also asking a question, that’s a Say plus a Gather.
Name nodes for what they achieve — “Verify existing patient” beats “Step 3”.
Build the happy path first, confirm it runs end to end, then add branching and error handling.
Test the branches you don’t expect, not just the ones you do.
Terminate every path with End Call or Transfer Call.

How to Set Up Call Transfer — the tool-based alternative for prompt-driven agents
How to Write a High-Quality Prompt