Overview
Exit conditions decide when the agent's work is done and where the flow goes next. Each condition becomes its own output on the canvas, so you can connect it to the next step, such as a handover, a discount, a tag or a survey. There are two kinds of exit.
Default exit with nudges
This is the fallback for when the customer stops replying.
Exit the node after: how long the stage waits without a reply, from 10 minutes up to 24 hours. The default is 24 hours.
Every customer reply restarts the timer.
When the time is up, the flow continues through the No response after … output, for example "No response after 24h". The exit itself sends no message.
Reminder nudges are up to 2 follow-up messages sent before the timeout to revive the conversation. A nudge is either a Static message you write, or an Automated message, where the AI writes a personal follow-up from your instructions.
Custom exit conditions
These are business outcomes you define in plain language, for example "Customer wants to talk to a human" or "Customer has chosen a product". After every customer message, an AI judge checks the conversation against your Goal and conditions. When one is met, the flow moves on to that condition's output. If none is met, the stage keeps the conversation going.
Reply on exit
By default, the stage sends no reply of its own when an exit condition is met. The flow's next step answers instead, so the customer never gets two messages that repeat or contradict each other. For example, the stage won't say "I can't give you a discount code" right before your next step sends one.
The stage still replies before exiting when:
your instructions explicitly ask it to respond. For certain exit conditions that are not intent based, you may want the agentic stage to still respond, for example "when user asks three questions" you would want the users' third question gets answered before exiting the stage.
Stay silent when no reply is needed is turned off in the General tab: then it replies on every exit
You can change this rule in the Reply on exit field at the bottom of the Exit Conditions tab.
Advantages
Recover drop-offs. Nudges bring hesitant customers back before the stage times out, which helps carts and lead qualification in particular.
Outcome-based routing. Route by what happened in the conversation rather than by which button was tapped.
Clear reporting. Analytics on the node show how often each exit was taken. That is a direct read on conversion, escalation and drop-off.
How to
Set up the default exit and nudges
Open the Exit Conditions tab.
Under Default exit, set Exit the node after. Match it to your use case: around 30 minutes for live support, up to 24 hours for shopping or lead journeys.
Click Add reminder nudge.
Set when it is sent, for example "2 hours prior to default exit". Each nudge needs its own timing, and it must be shorter than the exit time.
Choose the content:
• Static message: for example "Still there? I'm happy to help you pick the right size."
• Automated message: describe what the AI should write, for example "Remind the customer of the product they looked at and ask if they have any questions."Optional: add a second nudge, for example one 20 hours before the exit and one 1 hour before.
On the canvas, connect the No response after … output to a next step.
Nudges are sent on WhatsApp, Web Chat and RCS. On WhatsApp, a nudge is skipped if the 24-hour service window would close within 30 minutes, so no paid template is needed. A skipped nudge never blocks the exit.
Add custom exit conditions
In the Exit Conditions tab, click Add new.
Enter a short Label. It appears on the canvas output, for example "Wants human".
Write a precise Description of when the condition is met, for example "The customer explicitly asks to speak with a human agent, or is clearly frustrated."
Repeat for every outcome you want to route separately.
Connect each new output on the canvas.
Change when the stage replies on exit (optional)
At the bottom of the Exit Conditions tab, open Reply on exit. It shows the default rule.
Edit the rule in plain language, for example "Reply before the Wants human exit to tell the customer a colleague will take over shortly. Don't reply on any other exit."
To go back to the standard behaviour, click Reset to default.
Example:
Label | When it is met | Connect to |
Customer support | Customer asks for a person or is frustrated | A ticket node / a customer service flow |
No knowledge | Customer asks for something that is not covered by the knowledge base | A ticket node / a customer service flow |
Tips
Write conditions that don't overlap. If two could be true at once, routing becomes unpredictable.
Make sure each exit leads to a message or a ticket for the customer, because by default the stage itself stays silent when it exits.