Overview
The Orchestration Engine is where business logic lives. A conversation flow defines what the agent says, when it calls tools, when it asks for approval, and when it hands off to a human. Flows are authored visually or by describing the agent in plain English - the platform's natural-language agent builder generates the flow and wires up the connectors automatically.
This is the layer that turns a single model response into a completed business outcome. Without orchestration, an AI agent can answer questions. With orchestration, it can receive an inbound call, identify the customer, look up their account, create a ticket, send a confirmation email, and transfer to a specialist - all in one continuous flow, with retries if any step fails and human review if the action is above the configured risk threshold.
Flows are versioned with full history, diffing, and one-click rollback. When an agent is deployed, the current version is locked; changes go to a new version and are deployed explicitly. This means you always know exactly what logic is running in production, and you can roll back in seconds if something goes wrong.
Known path
Review path
Design principle
Branching paths always return to versioned evidence - so every run is owned, repeatable, and reversible.
How It Works
- Author the flow - a business user describes the agent in plain English using the NL agent builder (10-step wizard), or an admin authors the flow directly in the visual conversation-flow editor with branching, conditions, loops, and tool-call nodes.
- Platform generates the flow - the NL builder produces a conversation flow JSON that can be further edited in the visual editor.
- Admin configures connectors - connector instances are assigned to the relevant tool-call nodes, and escalation rules are configured.
- Deploy - the current flow version is locked and deployed to the agent. Live traffic runs against this version.
- Per-interaction execution - on each call or message, the flow engine evaluates the current node: routes based on conditions, dispatches tool calls, enforces HITL gates, and handles retries and compensation logic.
- Outcome recording - on completion, the outcome, transcript, and sentiment are written to the database.
- Version history - every flow change is tracked. You can compare any two versions with a full diff and roll back to any previous version in one click.
Key Features
| Feature | What it does |
|---|---|
| Conversation flow editor | Visual authoring with branching, conditions, loops, and tool-call nodes. Used by both technical and non-technical users. |
| NL agent builder | 10-step wizard: describe the agent in plain English and the platform generates the conversation flow and wires up the connectors. |
| Knowledge-base vault | Upload PDF or DOCX documents; the vault makes them available for RAG retrieval during conversations without any additional configuration. |
| Version history | Every flow change is tracked with a full diff. Any two versions can be compared side by side. |
| One-click rollback | Revert to any previous version instantly. The previous version becomes live without a redeployment pipeline. |
| HITL gates | Human-in-the-loop approval on sensitive or high-value actions. Gates are defined per flow node and enforced at the orchestration layer, not in application code. |
| Multi-agent coordination | One agent can delegate subtasks to another agent, enabling complex multi-step workflows that span multiple specialised agents. |
| Event triggers | Flows can be triggered by call events, cron schedules, or incoming webhooks - not just inbound calls or messages. |
| Retries and compensation | Failed tool calls are retried with configurable back-off. Compensation logic handles partial completions (e.g. if a ticket was created but the email failed). |
Related
- Core Engine - the reasoning runtime that executes each flow node
- Voice Engine - the voice pipeline that triggers flows on each inbound or outbound call
- Security & Governance - HITL gates and RBAC on flow deployment
- Platform overview - all four engines and four trust pillars