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A transition is an arrow between two stages. It defines how that move is allowed and, if it’s automatic, under which conditions. You create one by dragging from a stage’s right-hand connector to another stage. Clicking the arrow opens Configure Transition.
Transition configuration panel showing Manual, Static and Orchestrator, with the transition prompt

The three trigger types

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The three trigger types

Manual

The user moves customers between stages by hand. Grey dotted line.

Static

Automatic, based on exact rules about the call or chat. Solid blue line. Free.

Orchestrator

The AI decides, based on a prompt you write. Animated purple line.
All of them are evaluated when a conversation ends — a call that completes, an SMS or WhatsApp chat that finishes — for a customer sitting in the source stage.

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Static transitions

These are exact rules, no AI. They’re configured across three independent tabs — Calls, SMS Chat, and WhatsApp Chat — and a single transition can fire from any of the three channels. The Match mode decides how the filters combine:
  • All filters (AND) — every filter type must match.
  • Any filter (OR) — one match is enough.
In both cases, selecting several values within one filter means “any of these”.
Disposition tags · Answered by (Human / Voicemail / Unknown / No answer) · Call status (Completed / Failed / Cancelled) · Call duration (min–max in seconds) · Requires follow-up · Call ended by (User / Assistant / Error / Transfer / Timeout) · Call direction · Is retry · Retry count.
Filter by agent · Chat status · Sentiment · Disposition tags · Minimum messages · Has summary · Match mode.
A static transition with no conditions fires on any event from that channel. The panel warns you: “No conditions configured — any call event will trigger this transition”.

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Orchestrator transitions

These are configured with a single field: the Transition prompt, in natural language.
They’re only available if the Orchestrator Agent is enabled on the pipeline. See The orchestrator for the full detail.

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Priority and evaluation order

The Priority field (0–100) orders transitions: higher priority is evaluated first, and the first match stops evaluation. With priority 0, creation order is used.
Static transitions are always evaluated before orchestrator ones, regardless of priority. Priority orders within each group, not between groups. An orchestrator transition with priority 100 still loses to any static one that matches.That’s intentional — static rules are free and instant — but it explains why sometimes “the AI didn’t decide”: it never ran.

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Common options

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Strict mode

There’s a padlock in the top bar. When enabled, customers can only move between stages that have a defined transition.
  • Off (default) — anyone can drag a card anywhere. Transitions act purely as automation rules.
  • On — when dragging, disallowed stages show a padlock and the message Move not allowed.

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Rules when creating transitions

  • You cannot create a transition from a final stage.
  • You cannot create a transition from a stage to itself.
  • There cannot be two transitions between the same pair of stages.
  • From a Human only stage, the transition is forced to manual.

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Waypoints

Waypoints exist so your arrows don’t cross each other. They appear when you select a line: drag the hollow dots to create one, the solid ones to move them, and Delete to remove them. They are purely cosmetic and affect no decision.

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Next step

The orchestrator

How the AI decides, how to configure confidence, and what it costs.