How do I build a workflow that handles every incoming call, text and email for my AI agent?

Create your agent and switch it on for the channels you want, for example a phone number. For detailed control, add a workflow to the agent and start it with the Conversation started trigger. It captures every conversation on every channel switched on in the Channels drop down: voice calls, SMS and the chat widget, and also email and social media DMs when those are connected. The same Conversation nodes say the same thing on phone, SMS and chat, so you build the logic once.

Then build the logic:

1. Conversation node: controls what the agent says, for example Thanks for calling.
2. Ask and save node: holds your questions and controls what is asked, when, and when the answers are saved to the CRM.
3. Routes and the Decision node: send people down different paths based on their answers, for example one path for the auto industry and another for HVAC. You can have as many paths as you want.

Even during a live phone call you can use the other workflow steps, such as sending a text message or an email or forwarding the call. For a plumber, for example, ask whether the issue is urgent and route on yes or no: if it is urgent, text the business owner or forward the call to the owner, even at 2 AM.