Global Nodes
A global node is a conversation step that the agent can jump into at any moment in the flow. Use it for things like off-topic questions, interrupts, and 'talk to a human' requests.
About
A global node is a special kind of conversation node. The agent can jump into it at any point in the call or chat, not just when the flow reaches it.
Most nodes only run when an edge points to them. A global node works differently. When the user says something that matches what the node is for, the agent drops into the global node, no matter where in the flow they were. The node’s prompt is what tells the agent both what to do and when to enter it.
Think of it like a shortcut. The other nodes are stops on a track. A global node is a button the user can press at any stop.
When to use a global node
Use a global node when something can come up at any moment in the conversation, and you do not want to draw an arrow from every node to handle it. Common examples:
- Off-topic questions. The user asks something that is not part of the main flow, and the agent needs to answer it the same way every time.
- Interrupts. The user suddenly asks about pricing, refunds, or hours while the agent is doing something else.
- Talk to a human. The user asks for an agent or a manager. One global node handles this no matter where they are.
- Small repeated tasks. Asking for a callback number, confirming consent, or reading a disclosure that can happen at any stage.
Global node vs regular conversation node
| Property | Regular conversation node | Global node |
|---|---|---|
| How it is reached | By following an edge from another node. | The agent jumps in when the user’s message matches what the prompt describes. |
| Must be reachable from start? | Yes. | No. |
| Needs an incoming edge? | Yes (unless it is the start node). | No. |
| Needs an outgoing edge? | Yes. It must route to another node or to an endCall / transferCall tool. | No. |
| Good for | A specific step in the flow. | Things that can happen at any point (off-topic, interrupt, transfer). |
Only conversation nodes can be global. Tool nodes like endCall and transferCall cannot.
Enabling Global on a node
You turn a node into a global node from the workflow editor. A conversation node has two fields in the side panel: Prompt and the Enable Global Node toggle.
Open the scenario graph
In the sidebar, open Simulate and click Scenarios. Open your scenario and click Edit graph to open the editor.
Pick a conversation node
Click the conversation node you want to make global. A side panel opens with the node’s settings. If you do not have a suitable node yet, drag a new Conversation node from the palette first.
Write the prompt
In the Prompt field, describe both the situation that should bring the agent here and what the agent should do. The first sentence is effectively the “when”, and the rest is the “what”.
Example: “The user has asked to speak to a human. Confirm that they want to speak to a human, and ask what they would like to talk to the human about.”
Tip
Turn on Enable Global Node
Turn on Enable Global Node (“Make this node available from any point in the conversation”). Once it is on, the node shows a Global chip in the graph, so you can tell it apart from normal nodes.
(Optional) Add an outgoing edge
If the node should end in a tool (for example, transferring the call or ending it), drag an edge from the global node to an endCall or transferCall tool node. This step is optional. With no outgoing edge, control returns to the main flow after the global node runs.
Save the graph
Click Save flow in the Flow Builder sidebar. The global node is now live. It will fire whenever the user’s message matches what its prompt describes.
How global nodes behave in a simulation
- On every turn, the simulator looks at what the user just said and checks it against each global node’s prompt. If one matches, the agent jumps into that global node, no matter which node the flow was on.
- Global nodes do not need to be connected to the rest of the graph. The normal rules (“every node must be reachable”, “every node needs an incoming edge”) do not apply to them.
- You can still connect a global node with edges if you want. For example, you can point it at an
endCallortransferCalltool, so the call ends or transfers after the global node runs. - Do not make most of your nodes global. If everything is global, the flow has no structure and the agent can jump around at random. Use global nodes for exceptions, not the main path.
Note