Walk people through the questions you always ask
A flow is a conversation path you set out in advance, so the chatbot leads someone to a goal instead of waiting to be asked. You choose the questions, the branches and what gets saved.
Use a flow when the same conversation happens over and over: qualifying an enquiry, taking a request, or gathering a name and an email before an agent steps in. It is built by clicking blocks together, so you do not need to write code.
Step by step
Open the flows area
Go to Chatbot > Flows. A flow is made of blocks joined together, and each block is one thing the chatbot does or asks.
Decide when the flow begins
The Start block can begin on every new conversation, on a specific message, or on page load. Conditions, department and source narrow when it runs, so you can keep a flow to one channel such as WhatsApp or Instagram.
Say something and offer choices
Add a Send message or Send video block for what the chatbot tells people. Add a Send choices block for the options they pick from, and put wording variations after a pipe character, for example Yes|Yeah|Sure, so a typed reply still matches.
Collect the details you need
Add a Get user details block to save answers to the user profile. If you are collecting a custom user field, the description field is required.
Branch and connect the path
A Conditions block splits the path into a true branch and a false branch. Set data and Actions handle what happens behind the scenes, Rest API and Tools calling reach your own systems, and Flow connector starts another flow.
Add your other languages
Flows are multilingual. Add translations in the translations area, or use multilingual via translation. If your flows are not in English by default, set the training sources language.
Settings reference
| Setting | What it does |
|---|---|
| Start | Begins the flow on every new conversation, on a specific message or on page load, with conditions, department and source to narrow when it runs. |
| Send message | Sends a message from the chatbot. |
| Send video | Sends a video from the chatbot. |
| Send choices | Offers options as buttons, or as text-only choices in conversational mode. |
| Get user details | Asks for details and saves them to the user profile. |
| Set data | Stores values against the user during the flow. |
| Actions | Performs an action as part of the flow. |
| Conditions | Splits the path into a true branch and a false branch. |
| Rest API | Calls an API endpoint from inside the flow. |
| Tools calling | Connects the flow to your own systems to fetch live information. |
| Flow connector | Starts another flow from the current one. |
Good to know
Details are not saved in the playground
When you test a flow in the playground, the user is temporary, so anything a Get user details block collects is not saved. Test with a real conversation if you need to see the details land on a profile.
Custom fields need a description
The description field on a Get user details block is required for custom user fields. Without it, the block will not collect them.
People do not have to click
In conversational mode, choices are text-only: the AI reads the reply and picks the matching option. This is automatic on messaging channels.
Plan for replies that do not match
If a reply matches none of your options, a fallback message goes out listing the choices. Adding variations with the pipe character, such as Yes|Yeah|Sure, cuts down how often that happens.
The last choice becomes context
The choice someone last selected is sent to the AI as context, so its next answer takes that selection into account.
Answers can be corrected mid-flow
People can go back and fix an earlier answer conversationally, for example by writing that they entered the wrong email.
Common questions
Does the customer have to tap a button to answer?
Can I run a flow only on WhatsApp?
Why are the details from my test not on the user profile?
Can one flow lead into another?
How do I handle someone typing Yeah instead of Yes?
Do flows work in other languages?
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