Nodes

Get acquainted with nodes that construct your conversation flows in NLX

Add & connect nodes

All conversation flows consist of nodes that define logic, messaging, API calls, and turns that must be followed in a particular sequence. There are a variety of node types, each with their own function (e.g., routing a user, providing a message, listening for user intent, etc.).

Easily add a node to drop on to your Canvas using the toolbar or shortcut menu:

Choose Add option in toolbar or right-click to use New node in Canvas shortcut menu
Select node type to apply to the Canvas

Nodes are linked together via their node edges. Every node has one or more edge for each possible path the flow may take.

Connect the first node of your flow to the Canvas' Start node.

To connect nodes, click from a node's edge > Drag line to recipient node
Disconnect nodes by clicking the line linking them or dragging a node away from a stack and selecting the linked line

Connected lines are blue and show directional flow. Dashed lines indicate recipient node is arranged behind or in line with the origin node on the Canvas. Moving a recipient node in front turns lines solid.

To tighten the space used on the Canvas, you may also stack nodes together:

To connect nodes through stacking, click and drag a node on top or bottom of another
An edge turns into an arrow, indicating the flow's direction

To delete a node, select it and press delete or right-click and choose Delete from the shortcut menu.

Configuring nodes

Selecting a node on your Canvas reveals a side panel to display information about the node and provide options for adding or refining its actions. Clicking outside of the node automatically closes the panel.

Every node has a non-editable ID so the node may be referenced across the NLX workspace. To show the Node ID, click the info icon in the upper right of the node's side panel.

Node messaging

Not all nodes have a Messages section. You may use a Basic node before or after in these instances.

Your conversational AI relays messages to users when a node they've reached has Messages entered. Below are options to help enhance your use of this feature:

Select a node > Add messages to a node by clicking +Add message on a node's side panel
Repeat the above as often as needed on a single node
To delete a message, choose the three-dot menu beside the message and select Delete

NOTE: Adding more than one message to a node breaks up large messages into a series of smaller ones, making it easier for users to consume on text interfaces.

Node functionality

Several advanced actions can be applied to nodes on the Canvas. Simply expand the Add functionality section of a node's side panel and select from the following:

Assign tags to nodes for tracking and later evaluating their performance in your flow using Canvas analytics. While reviewing Canvas analytics, you can view the number of unique visits to the node from conversations with users.

Choose from three available system tags or create custom tags through the Analytics tags resource menu.

Select a node > Click Add functionality menu on a node's side panel > Choose Analytics tags
Search or select a tag from the dropdown to assign to the node
Repeat as often as needed
To delete a tag, click the delete icon beside it

Node payload holds payload commands executed in conversation. Use cases include specifying what call queue should be used during escalation to an agent, whether to include a transcript during escalation, or sending a control message to NLP to allow users to interrupt the conversational AI, for example.

Select a node > Click Add functionality menu on a node's side panel > Choose Node payload

Specify each item as a key-value pair in the following format: key=value. To specify multiple items, use an ampersand (&) as a separator.

Key

Value

Usage

Notes

nlx_transferPhoneNumber

E.164 phone number

Amazon Connect

The phone number used to transfer to in the event of an escalation.

escalation_PSTN

E.164 phone number

Amazon Chime SDK

The phone number used to transfer to in the event of an escalation.

escalation_VC

Amazon Chime SDK Voice Connector URL

Amazon Chime SDK

The voice connector used to transfer a call.

x-amz-lex:*

Varies. Include =True at the end of your Lex syntax to enable; for example, x-amz-lex:allow-interrupt:*:*=True

Amazon Lex with a voice channel

Configure timeouts for user input, user interruption (barge-in), and other behaviors. Check out the official Amazon docs for supported syntax.

nlx:hints

A comma separated list of strings

Amazon Lex with a voice channel

Improve disambiguation over voice when there is an anticipated list of options.

Node types

Start

Start node is the home node of every flow. It's non-editable, provides information on how the flow is reached by users, and should be attached to the first node added to your Canvas.

Every flow or page created within a flow automatically populates a Start node as a beginning point. A node added to the Canvas can then be attached to Start through a line or by stacking

Action

Use of this node requires setting up an Action in your workspace. This feature is currently available to enterprise tiers only.

Action nodes initiate an external task to occur.

An email or text sent to the user for a survey, confirmation, or set of instructions
Triggering the creation of a service ticket, work order, purchase, etc.
Scheduling an appointment or calendar meeting

Application handoff (beta)

Application handoff nodes allow you to route users to a different application and application communication channel that exist in the same workspace.

Move a user from an application handling HR questions to an application handling an IT request
Move a user from one communication channel to another that's only supported by another application
Route a percentage of users via a Split node if doing A/B testing with a new application

Basic

Basic nodes are the easiest to include in any part of the flow. They can act as a messaging node, a processing node when given added functionality, both, or end a call when left unconnected at the end of a flow.

Indicate via message that a process is about to occur before continuing the flow
Offer a greeting or confirmation before/after a question or capture step
Clear a variable (from a slot or Data request source) in a retry cycle for a User choice node
End the call or conversation by leaving the node unattached

Data request

Data request nodes allow you to trigger an API request during a conversation to execute a specific external action or send or retrieve data for use in a conversation. These nodes are strategically placed in a flow to run call(s) when needed.

Built-in mode

Built-in mode allows you to assign an API request from a managed integration service set up in the workspace that triggers when the node is traversed in the flow.

Use of this mode requires first setting up a managed integration in your workspace.

Create a calendar event
Push a post to a social media platform
Generate a ticket in a CRM system

Place a Data request node BEFORE other nodes in a flow that must relay, reference, or use conditional logic based on the properties sent/retrieved or event executed by your Data request
Reference information in text fields by entering an open curly bracket { and selecting from Data requests in the workspace. Built-in integrations and their variables (properties) are color-coded purple

Custom mode

Custom mode allows you to assign a Data request from your workspace that triggers the custom API request when the node is traversed in the flow.

Use of this mode requires first setting up a Data request in your workspace.

Checking available rooms to assist with a hotel reservation
Pulling a list of local restaurants to match a user's criteria
Fetching the user's profile to authenticate and customize the conversation
A payload of information sent to a database for storage or updating (e.g., user profiles, passwords, etc.).

Place a Data request node BEFORE other nodes in a flow that must relay, reference, or use conditional logic based on the properties sent/retrieved or event executed by your Data request
Reference information in text fields of other nodes by entering an open curly bracket { and selecting from Data request properties. Custom Data requests and their schema are color-coded orange. If you do not see properties from your schema in the placeholder menu, they are likely defined as an array. Link to a Loop node set to List and assign your Data request to process and extract them for reference
If increasing the default timeout in the side panel for API calls that take a while to resolve, it's recommended that you link the Data request node's In progress connector to a Basic node with "One moment..." messaging that then links back to the Data request node. This avoids a premature timeout imposed by your voice provider channel before your request call is resolved and provides for a better user experience

Define

Define nodes allow you to define and set ephemeral values for use in a single flow. In essence, they work similarly to Context variables but are instead localized to a single flow and do not persist beyond the flow.

A value captured or set in a flow that shouldn't be retained outside of the current flow
A value captured from the user must carry a different meaning in other flows in the same conversation session
Parsing date to extract its component parts (minutes, seconds, hours, days, etc.). See How-to tab for instructions

Define: Give the value to be defined a descriptive name that is used whenever referenced in the flow
Value: Set the value's meaning (swap the property type from the right of the dropdown). If swapping to dynamic property type {x} Placeholders, select from those in the workspace using the dropdown

Optional: If defining a value set from {x} Placeholders , you may also choose an operator to the left of the dropdown field to manipulate the value:
First: Grabs the first element of a Data request Response body set to List
Length: Sets the value to the number of items in a list or the number of characters, including whitespace, in a string [e.g., LENGTH("12345") returns 5]
Increment: Increases the value by +1
Decrement: Decreases the value by -1
Lowercase: Converts a value to all lowercase styling
Trim: Removes leading or trailing whitespace characters
Lowercase + trim: Converts a value to all lowercase styling and removes leading or trailing whitespace characters
Parse date: Extracts all date components from a value (millisecond, second, minute, day, hour, ISOstring, month, year, timezone, timestamp)

Use Define node with Parse date for dynamic messaging specific to your flow
Example: A user sets up an account that also provides them monthly rewards for being an active member. The slot type NLX.Text or NLX.Date captures a user providing an activation date of 11/15/2023 through a User choice node. Follow with a Define node to name the value 'Rewards' and define it as a parsed date of the activation date slot. Later messaging can choose to reference it as "Your monthly reward will be sent on day {Rewards.day} of every month!" = "Your monthly reward will be sent on day 11 of every month!"

Escalate

Escalate nodes immediately initiate the escalation transfer for the flow's communication channel.

Use of this node requires an escalation channel set up in your workspace Settings.

Business procedure requires that a user change their registered email with an agent only
Your conversational AI is not yet enabled with the ability to perform a task requested by the user
Technical processes involving APIs/webhooks failing

Generative Journey

Generative Journey nodes allow you to employ a large language model (LLM) to either collect several parameters from a user in Slot capture mode or to execute multiple external functions via Data requests as part of a cohesive task in Agentic mode.

Check out our Guide to implement Generative Journey in slot capture mode.

Slot capture mode

Slot capture mode allows generative AI to extract multiple slots from a user, providing greater flexibility for a user to give necessary information in a less rigid, more natural way.

To extract a slot(s) deterministically without the use of generative AI, use a User choice node.

Resolve several slots required for completing an intent (collect PII details, preferences for scheduling a trip, information for filing a claim, etc.) in a single node of a flow
Allow for users to alter choices easily and support users asking for optional parameters (slots)
Provide context for conversational AI to reference for more personalized conversation as well as support a broader variety of user expressions when resolving slots

Agentic mode

Agentic mode allows generative AI to extract variables from a user and also access outside systems for retrieving or sending information as tools to handle a task. These tools can be custom APIs set up through Data requests or managed APIs set up through Integrations.

To complete tasks and extract variables from a user deterministically without the use of generative AI, use a combination of User choice nodes and Data request nodes.

Match a restaurant for a user from their stated preferences, create a reservation, and send a confirmation email
Draft a support ticket and send it to a ticketing system
Collect required information to execute a flight cancellation

Place a Generative Journey node on the Canvas > On the node's side panel, ensure the toggle is set to Agentic
Select NLX as the LLM integration
Provide a succinct prompt to the LLM on the context of the flow
- Sample: Help a user book a room with the best rate.
Assign all required Data requests or managed integrations that are part of the task using the Tools dropdown. Be sure the Data requests has a description provided under the Data request's Settings tab, under the Response and or Request bodies (expand Response/Request model settings or individual schema properties for description fields in each Data request) to help the AI understand their purpose
Enter the Exit Condition that the LLM must meet
- Sample: Reservation created and user received a summary with booked room information. User confirmed the reservation is correct.
Link from the node's Success edge to the next node in the flow

Generative text

Generative text nodes employ a large language model (LLM) to generate virtually any output, including crafting messages, applying logic, or quickly reformatting information based on provided context of the conversation.

Use of this node requires a one-time LLM integration in your workspace Settings.

Generate required messaging dynamically (welcome message, apology, error, etc.)
Provide rules to generate logic based on given input and check in a Split node for the result
Reformat a date or do quick math

Generate: The name entered here determines the placeholder name of this Generative response when referenced in other nodes (do not include spaces in the name)
Integration: The workspace integration name for the LLM being used
Prompt: The prompt given to the LLM
- Sample prompt: "You are an AI customer support assistant called Nelly. Do not engage in any controversial topics. Given the user asked {system.Utterance}, provide the user a helpful answer. Limit your answer to no more than 4 sentences. Don't mention anything about contacting customer support for further assistance."

Optional:
Include transcript as context: When enabled, transcript of the conversation between your conversational AI and user up to that point is sent to the LLM along with the prompt for added context

Knowledge base

Knowledge base nodes allow you to invoke a response from a digital library of information. They're valuable in answering questions or relaying information to users on common topics that don't require multiple flows to address.

Use of this node requires setting up a Knowledge base in your workspace.

Provide common FAQ responses on policies, service offerings, and helpful links (if chat) to guide users
Provide instructions and how-tos on topics for staff or customers

Match: Link to a node in the flow when the user utterance was matched to data in the knowledge base. Generally follow with a Basic or User choice node containing the placeholder {GenerateName.answer} in its messaging to provide the response
No match: Link to a node in the flow when the user utterance was not matched to information in the knowledge base

Optional:
In progress: Link to a node (may contain progress message or silence breaks) that then loops back to the Knowledge base node while a request call is being resolved; useful to avoid timeout restrictions from voice channel providers on API calls that take longer. Be sure to also define a custom timeout under the Knowledge base node's Settings
Timeout: Link to a node if the request does not respond a status before the timeout
Failure: Link to a node if the request was not able to locate a response from the user's utterance

Question: Add the variable necessary to aid the AI model in its answer search (default is {System.utterance}. Provide context if sending more than one variable (e.g., the user is a {userProfile.RewardsTier} member and wants to know about {system.Utterance})
Knowledge base: Select from available knowledge bases created in the workspace
Prompt (optional): If desired, provide specific instructions, rules, brand voice, additional variables, or other guidelines to follow when your conversational AI relays answers from your knowledge base
Generate: Provide a simple name or acronym to reference the knowledge base content as a variable locally in the flow (no spaces)
IF filters: If Metadata has been provided when setting up a Q&A- or External-type Knowledge base, you may provide IF comparison statements ("IF x equals y") when referencing any properties of your metadata schema. This will be sent along in the retrieval request as a filter when your Knowledge base is called

Settings
Auto-translate: Enable toggle to translate the programmed response to the detected language of the user
Timeout: Enable toggle to adjust timeout period of answer retrieval in seconds. Default is 5s
Include citation: Enable toggle to include in-line citations with responses. Must use a modality to render citations on a User choice or User input node linked from the Match edge
Custom minimum confidence score: Enable toggle to adjust the minimum confidence score previously set at the application level; only impacts response and utterance matching done through knowledge base interaction. Supported through Q&A implementation of knowledge base content

Add a Knowledge base node to the Canvas
On the node's side panel, enter system.Utterance (or any relevant variable type you wish to use) in the Question field and assign a Knowledge base from your workspace in the dropdown
Link a Basic node from the Knowledge base node's Match edge > Enter the placeholder {"yourKBname".answer} as a message on the Basic node
Proceed from the Basic node to either redirect to another flow, capture user intent, or provide a selection of choices to a user to help with follow-up after an answer has been relayed
Click Save

Loop

Loop nodes help to either set an allowed number of retries for a user's response or an API call (such as with a Data request or Action), or they can help survey items in a data array (set to List schema).

Range mode

Prevent infinite looping by allowing one retry for a user to provide their PIN before escalating to an agent

List mode

Loop over a list of resorts and provide matches from a user's preference of 5-star establishments in Tokyo

Optional
For each: Give a descriptive name of the loop iteration (e.g., Retry or Name.UserProfile)

Range mode:

From/To: Enter range of allowed looped retries before ejecting from the Completed edge

List mode:

From: Select Data request and data property (if applicable) to be used as the array for scanning and retrieving. Your Data request's high-level Response model type must be set to List

Note

Note nodes are for adding freeform text to the Canvas and do not impact the intent's conversation flow.

Provide instructions or explanations to a teammate about items on the flow
Document different node stacks or sections of a flow for organization or visual mapping
Enter descriptions or thoughts about areas or whole pages of a flow

Body: Enter note message in this field. You may also reference dynamic values created in the workspace with an open curly brace {

Optional:
Title: Enter a brief title to describe the note or call attention to it

Redirect

Redirect nodes route users to to a different page of an intent flow or to a different intent.

An unregistered user that needs to complete a profile before proceeding with the main flow (redirect to a page of the same flow or another flow)
After asking a user what they need help with (User input node) and routing them based on a matched training phrase
Moving a user from a flow covering booking policies at a resort to a flow that books a resort reservation

Split

Split nodes divide users in a path flow based on either a set of defined criteria (conditions) or through chance distribution.

Conditions mode

Conditions mode allows you to control the pathways of a conversation based on provided conditional logic that can be defined manually as IF statements or using an LLM with a simple logic prompt.

Diverting the flow to new messaging or processes based on the channel type users are communicating through (e.g., Twilio Voice vs API). Use with the system variable channelType
Sort users based on different variables (e.g., rewards level, credit card type, authenticated, etc.)

If condition: Each dropdown provides options to craft a conditional statement. You may also use the + And link to add more modifiers to a statement and create a single grouping of conditions
Generative IF condition: Provide a prompt for each generative condition that must be met (e.g, "User's system.Utterance is about a rewards program but they are not currently a member from their user.Profile"). Requires selecting the LLM integration (may use built-in NLX LLM)

Chance mode

Chance mode randomly routes users to different paths based on assigned percentages.

Conducting A/B testing on new messaging or new process and diverting a portion of user traffic to test

Transform

Transform nodes can reshape or filter data from arrays retrieved through Data requests, context variables, or knowledge base citations. You can define rules manually using IF conditions or use a generative prompt to intelligently filter results, or modify the data by adding or removing items.

After retrieving a list of available seat options on a flight, filter only those matching Window or Aisle
Filter out discontinued or out-of-stock items before providing options to a user
After retrieving user data, append a new field like "isVIP": true for returning users to personalize the experience

User choice

User choice nodes prompt users to either make a selection or provide information for your conversational AI to follow-up with a relevant action, such as routing, refining, or externally passing along the info.

For User choice nodes, the NLX NLU will attempt the following (in order):

Match the user's utterance to a value from the assigned source (custom slot, built-in slot, or Data request array)
Match the user's utterance to training data belonging to other flows attached to the application
Eject out of the No match edge (if no logic or messaging is connected, the NLU will default to Unknown or Fallback)

Requires: Attaching a slot to the flow or setting up a Data request.

Ask a user for the start date of their reported service outage
Ask a user a Yes/No question
Ask a user to choose from their available credit cards on file
Ask a user to provide a short explanation of their complaint

If reusing a slot or data request's values in another User choice node in the conversation, be sure to place a Basic node beforehand that uses a State modification to Clear the user's previous selection. Otherwise, the application will retain the user's choice and auto-traverse through the second User choice node believing it to be the same
If applicable, link the No match edge to a Basic node that Clears the selection, explains why a response may be invalid, and links back to the User choice node to allow a user a retry
Additional slots are useful in cases where a user's selection would normally be supported despite their selection not matching choices from the initial primary source. For example, a user may be provided three available appointment options for today's date from a Data request source, but the user instead requests an appointment for tomorrow. An additional system slot, such as NLX.Date or NLX.Text, may be assigned to the same node to handle this request. The user's request will follow along the No match edge on the node where a Split node should be used to detect if an additional slot(s) entry exists and proceed from there

User input

User input is considered a listening and capture node for collecting a user's utterance to match to an flow's training data or collecting a keyword(s) that alters or routes the conversation using Split node logic.

Asking a user what they need help with and routing them to a flow that matches training data
Asking a user an open-ended question to detect keyword(s) and route them using a Split and Redirect nodes

Voice+

Voice+ nodes are for initiating Voice+ mode during a conversation session with a user. Voice+ mode allows you to provide bi-directional voice support in web/mobile experiences using Touchpoint, or for supporting use of Voice+ scripts that pair predefined unidirectional voice prompts with visual assets from web or mobile applications.

Bi-directional mode: A user starts a webchat session that can navigate webpages, complete forms, and answer FAQs, all through a hands-free, voice-driven experience
Voice+ script: A user calling to request a service during heavy call volumes is texted a link and guided through completing an online form

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