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Conversation flow & objectives is the second guideline category on the Identity & guidelines tab. Use it for what your employee should achieve in each thread and when to pull @Content, run @Actions, or send @Assets. Goals should describe what the employee tries to do — qualify a lead, troubleshoot before handoff, send the right brochure — not internal team OKRs. Pair flow guidelines with content and capabilities so @mentions resolve in the prompt editor. Content, Actions, and Assets are the resources — this category is where you write the logic for when those resources actually get used. For example, a fashion brand with a size guide PDF uploaded as an asset would write a guideline like: when a customer asks about sizing, explain the relevant information conversationally and attach the size guide PDF directly. The same pattern extends to sending a product video link or a product image — the employee does not just describe the item in text, it proactively shares the asset that answers the question best.
Use @mentions in prompts so the employee knows which knowledge, tools, or files you mean. If the menu is empty, configure attributes, content, actions, or assets first.

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When to use Conversation flow & objectives

Open the Conversation flow & objectives accordion in AI Employees when you need per-thread goals and orchestration rules.
Conversation flow & objectives guideline template library, including "Drive to the next step" and "Collect contact details"
Wire handoff behavior in exit points and hand off to a human so flow guidelines match what automations actually do.

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Example guidelines

These are the three default Suggestions templates in the app. Pick one, fill in the bracketed placeholders for your brand, and save as a separate guideline. Qualify new leads
Before recommending anything, learn the customer’s situation one question at a time: (1) [what they’re trying to achieve], (2) [their timeline], (3) [their budget / company size]. Skip anything already answered in the conversation. Once you have the picture, recommend the best fit and move to the next step.
Drive to the next step
Your goal in every conversation is to move the customer toward [booking a demo / starting a trial / placing an order]. When they show buying interest or their question is resolved, propose that step explicitly with a clear call to action. Propose it at most once unless they bring it up again.
Collect contact details
During the conversation, naturally collect the customer’s [name and email / phone number] if you don’t already have them — for example when offering to follow up or share materials. Ask for one detail at a time, never like a form, and save it when provided. Never block helping them on getting these details.

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Common mistakes