Can I control exactly what my AI agent says and the order of the questions it asks?

Yes, in two ways.

Instructions: write it in the agent's instructions (its system prompt). If you can put it in the form of instructions, the AI follows it, like training an employee. This style is more fluid.

Conversation flow: build a drag and drop conversation in the agent's workflow with Conversation nodes. In this mode the AI says exactly what you tell it to, which suits clients who want specific wording, and you can branch in different directions based on each answer.

To build a flow:

1. Add a workflow to the agent with the Conversation started trigger.
2. Add a Conversation node with the exact line you want, for example asking whether the caller wants to purchase or refinance.
3. Make each answer a route to the next Conversation node, for example one route for purchase and one for refinance.
4. If your first Conversation node has its own greeting, remove the agent's opening greeting setting, otherwise the agent says the default greeting first.
5. Save, then click Test to try it. You can edit the flow live during a test and rewind the conversation to hear the change.

There are steps for most needs, such as forwarding calls to the business during business hours with an outside hours branch for after hours, sending a text message and collecting information with Ask and save.