Chatbot Flows
Chatbot Flows let you build multi-step conversation scenarios with a drag-and-drop visual designer. Use them where single-step automation rules fall short β scenarios that collect information and branch based on answers.
Flow or Rule?
An automation rule is single-step: "when X happens, do Y" (e.g. add a tag when "refund" is mentioned). A flow is a multi-step scenario: it offers the customer options, branches on their answer, collects information and ends with an action.
The Flow Designer
- Trigger: what starts the flow (keyword, first message, etc.).
- Message and option nodes: send text, offer button choices.
- Branching: split into different paths based on the customer's choice.
- Actions: add a tag, hand off to your team or return to the AI at the end.
Start from ready-made templates and adapt them to your scenario. Flows can be toggled active/inactive with one switch.
Works alongside the AI
The AI handles the conversation unless a flow is triggered. Flows are ideal for structured scenarios like campaign announcements or order-status collection.
Related Topics
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