Agentic flows

Multi-agent routing

Agentic flows help when one assistant has too many responsibilities. Instead of one oversized prompt, route callers to focused agents or workflow steps.

Every route should have a clear purpose, a fallback, and a test scenario.

An Agentic Flow is useful when one agent should not handle every situation by itself.

Instead of building one large prompt with many competing responsibilities, you can route the conversation to the best agent or workflow step.

When to use an Agentic Flow

Use an Agentic Flow when you need:

• different agents for sales, support, billing, or emergencies,
• intent-based routing,
• different behavior during one conversation,
• a fallback agent when no intent matches,
• separate prompts for separate jobs.

Use a single agent when the workflow is simple and every caller should receive the same type of help.

Why flows are easier to maintain

A single huge prompt often becomes hard to test. Flows keep responsibilities separate.

Single large agent	Agentic Flow
One prompt handles everything	Each agent has a focused job
Hard to see why a decision happened	Routing decisions can be reviewed
Changes may break unrelated behavior	Changes stay closer to one workflow
More likely to contain conflicting instructions	Clearer boundaries between agents

Routing prompt

The routing prompt tells the flow how to choose the next destination.

A good routing prompt includes:

• the available destinations,
• the intent or situation for each destination,
• the fallback route,
• any required context variables,
• rules for uncertain cases.

Example:

Route the conversation based on the caller's main intent.

Choose Sales when the caller wants pricing, a demo, or a new contract.
Choose Support when the caller has a problem with an existing setup.
Choose Emergency when the caller reports an urgent outage or safety issue.

If the intent is unclear, ask one clarifying question.
If it is still unclear, route to Reception.

Fallback route

Every flow needs a safe fallback.

Good fallbacks:

• ask a clarifying question,
• route to a general reception agent,
• collect details for follow-up,
• explain that the request cannot be handled automatically.

Bad fallbacks:

• guessing a destination,
• silently ending the conversation,
• forwarding every unclear call to a human.

Testing a flow

Test each destination separately.

• Sales intent routes to Sales.
• Support intent routes to Support.
• Emergency intent routes to Emergency.
• Ambiguous intent asks a clarifying question or uses the fallback.
• The flow still works when the caller changes topic.
• The flow does not expose internal routing logic to the caller.