Voice Agents
Designing Conversation Flows
How a Sarj agent moves through a conversation, and how to shape flows that feel natural to callers while staying within your rules.
A conversation flow describes what the agent is trying to achieve and the steps it may take to get there. Unlike a phone menu, it does not force callers down a fixed path: Sarj understands what the caller wants and moves to the right step, even when they answer out of order or change their mind.
Anatomy of a flow
Intent
What the caller wants, in their own words. Sarj recognises the intent whether the caller says it in Najdi, Hijazi, Gulf Arabic, MSA or a mix with English.
Required details
The information the agent needs before it can act, such as an order number, a date or a policy type. Sarj asks only for what is still missing, and picks up details the caller has already given.
Action and confirmation
The step in your systems that completes the request, and a clear read-back so the caller knows exactly what was done.
Principles that work
Lead with the answer
Callers want the outcome first. Put the result at the start of each reply and keep explanations short.
Confirm before anything irreversible
Payments, cancellations and changes to personal details should be read back and confirmed before the agent acts.
Let callers interrupt
Sarj stops speaking when a caller cuts in and responds to what they said. Write flows that expect this rather than long monologues.
Always offer a way out
A caller who asks for a person should reach one. See Agent Handoff Rules.
Improving flows over time
Transcripts show where callers hesitate, repeat themselves or ask for a person. Review them regularly with your deployment team and refine the flow from what real callers do. See Call Transcripts & Logs.