Flow Builder
The Flow Builder is a visual, drag-and-drop editor that lets you create conversation automations without writing a single line of code.
Accessing the Flow Builder
Navigate to Dashboard -> Flows -> New Flow. You can start from a blank canvas or choose one of the 15+ built-in templates.
Node Types
Triggers
The entry point of every flow:
- Session Start -- fires when a new conversation begins
- Keyword Match -- fires when the visitor message contains specific words
- Intent Detection -- fires when the AI detects a specific intent (e.g. "refund request", "pricing inquiry")
- Page URL -- fires when the visitor is on a specific page
Conditions
Branch the conversation based on logic:
- If / Else -- check a variable, tag, or message content
- Contact Exists -- does the visitor already have a contact record?
- Business Hours -- is it currently within your working hours?
- Channel Check -- is the visitor on Web, WhatsApp, or Instagram?
Actions
Execute operations:
- Send Message -- send a text, image, or button message
- AI Reply -- let the AI generate a contextual response
- Hand Off to Agent -- transfer to a human agent with context
- Create Ticket -- open a support ticket
- Set Variable -- store data for later use in the flow
- Add Tag -- tag the contact for segmentation
Integrations
Connect to external systems:
- Capture Lead -- save name, email, phone to the CRM
- HTTP Request -- call any external API (REST)
- Send Email -- send a notification or follow-up email
- Webhook -- fire a webhook event
Built-In Templates
| Template | Description |
|---|---|
| Order Tracking | Ask for order ID, fetch status via API, display result |
| Refund Request | Collect details, create ticket, notify agent |
| Pricing -> Lead | Show pricing, capture email, tag as "pricing lead" |
| Live Support Routing | Triage by topic, route to the right agent group |
| After-Hours Response | Collect email, promise follow-up, create ticket |
| FAQ Bot | Match keywords to knowledge base articles |
| Demo Request | Qualify lead, schedule a demo via Calendly link |
| Onboarding | Guide new users through product setup |
Best Practices
- Keep flows short -- 5-7 nodes max per flow. Split complex logic into sub-flows.
- Always add a fallback -- if no condition matches, hand off to AI or an agent.
- Test in preview mode before publishing.
- Use variables to personalize messages (e.g. "Hi {{contact.firstName}}!").
Available on Pro plan and above.