Chatbot Flows

Chatbot flows define the conversation paths your chatbot follows when interacting with users. The visual Flow Editor allows you to design, connect, and manage messages that guide users through automated conversations.

A flow consists of connected messages (nodes) that form a conversation tree. Each message can have multiple responses leading to different paths, creating dynamic and interactive conversations.

Managing Flows

Access and manage all your chatbot flows from the Flows menu. You can create new flows, copy existing ones, edit, export, or delete flows.

View All Flows

View and search through all available chatbot flows in your organization.

Steps:

1. Click Flows in the main menu.
2. Click All Flows to see a list of all flows.
3. Use the Search field to filter flows by name or ID.

Create a New Flow

Create a new standard flow or import an existing flow from a JSON file.

Steps:

1. Click Flows in the main menu.
2. Click Create Flow.
3. Choose Create New for a standard flow, or Import to upload an exported flow.
4. Enter a unique Flow Name.
5. Click Create New Flow (or Import New Flow if importing).

Copy a Flow

Create a duplicate of an existing flow with a new name.

Steps:

1. Navigate to All Flows.
2. Find the flow you want to copy and click Copy.
3. Enter a new name for the copied flow.
4. Click the confirmation button to create the copy.

Export a Flow

Export a flow as a JSON file for backup or to import into another organization.

Steps:

1. Navigate to All Flows.
2. Find the flow you want to export and click Export.
3. The flow will download as a JSON file.

Delete a Flow

Permanently remove a flow from your organization.

Steps:

1. Navigate to All Flows.
2. Find the flow you want to delete and click Delete.
3. Confirm the deletion when prompted.

Using the Flow Editor

The Flow Editor provides a visual canvas where you can design conversation flows by adding messages (nodes) and connecting them together.

Open a Flow for Editing

Open the visual Flow Editor to design or modify a flow.

Steps:

1. Navigate to All Flows.
2. Click Edit on the flow you want to modify.
3. The Flow Editor canvas will open, displaying all messages in the flow.

Navigate the Canvas

Learn how to navigate and view the flow canvas.

Steps:

1. Click and drag on the canvas background to pan around.
2. Use your mouse scroll wheel to zoom in or out.
3. Click the Focus All button (grid icon) to fit all messages in view.
4. Select a message and click the Center button (aperture icon) to focus on it.

Connect Messages

Create a connection between two messages to define the conversation flow.

Steps:

1. Click the Connect Messages button (merge icon) in the toolbar.
2. Click on the source message (where the connection starts).
3. Drag to the destination message and release.
4. The connection arrow will appear between the messages.

Delete a Connection

Remove a connection between two messages.

Steps:

1. Click on the connection line (arrow) you want to delete.
2. Click the Delete Connection button (disconnected merge icon) in the toolbar.

Delete a Message

Remove a message from the flow.

Steps:

1. Click on the message you want to delete to select it.
2. Click the Delete Message button (remove circle icon) in the toolbar.

Save the Flow

Save all changes made to the flow.

Steps:

1. Click the Save button (save icon) in the toolbar.
2. If the flow is running on active chatbots, you will be prompted with additional options.

Message Types

Flows support various message types, each serving a different purpose in your conversation design. Click on a message type icon in the toolbar to add it to the canvas.

Add a Text Message

Add a simple text message to your flow.

Steps:

1. Click the Text Message button (text icon) in the toolbar.
2. Click anywhere on the canvas to place the message.
3. Double-click the message to edit its content.
4. Enter your message text and click Save Changes.

Field	Description
Message Text	The text content displayed to the user
Use Quick Reply Buttons	Enable to show response options as buttons (appears when 2+ connections exist)
Button 1-5 Text	Labels for quick reply buttons (one for each outgoing connection)

Add a Keyword

Add a keyword trigger that activates when users type specific words.

Steps:

1. Click the Keyword button (menu icon) in the toolbar.
2. Click on the canvas to place the keyword node.
3. Double-click to edit and enter the keyword.
4. Connect it to the message that should be sent when the keyword is typed.

Field	Description
Keyword	The word or phrase that triggers this path when typed by the user

Add a Web Link

Add a message with a clickable web link button.

Steps:

1. Click the Web Link button (link icon) in the toolbar.
2. Click on the canvas to place the message.
3. Double-click to edit the link details.
4. Enter the message text, URL, and button label.

Field	Description
Link Message Text	The text displayed above the link button
URL to link to	The full web address (including https://)
Button Text	The label shown on the link button

Add an Image

Add an image message to your flow.

Steps:

1. Click the Image button (image icon) in the toolbar.
2. Click on the canvas to place the image node.
3. Double-click to open the edit dialog.
4. Drag and drop an image file into the upload area.

Add a Route to Agent

Add a handoff point that transfers the conversation to a human agent.

Steps:

1. Click the Route to Agent button (chat bubbles icon) in the toolbar.
2. Click on the canvas to place the node.
3. Double-click to configure routing options.
4. Optionally enable routing to a specific Business Unit.

Field	Description
Route to specific Business Unit	Enable to route chats to a specific team
Business Unit	Select which Business Unit should receive the chat

Add User Details Request

Request user contact information using platform-native input features.

Steps:

1. Click the User Details button (contact icon) in the toolbar.
2. Click on the canvas to place the node.
3. Double-click to configure the request.
4. Choose to request either email address or phone number.

Field	Description
Request Type	Choose between email address or phone number
Message Text	The prompt shown to the user
Validation Error Message	Message shown when invalid input is provided
# of attempts before skipping	How many times to ask before moving on (0 = unlimited)

Add a Command

Add a command message for integration with third-party systems.

Steps:

1. Click the Command button (options icon) in the toolbar.
2. Click on the canvas to place the node.
3. Double-click to configure the command.
4. Enter the command name and any associated text.

Field	Description
Command	The command identifier used by the integration
Command Text	Additional text or data for the command

Add a Logic Block

Add custom JavaScript logic to make decisions or process data.

Steps:

1. Click the Logic Block button (code icon) in the toolbar.
2. Click on the canvas to place the node.
3. Double-click to open the code editor.
4. Write your JavaScript logic and select the API version.
5. Click Save Changes.

Field	Description
Logic Code	JavaScript code to execute
Logic Block API Version	Choose version 1.0 or 2.0 of the logic API

Add a Logic Input Block

Add a logic block that can receive and process user input.

Steps:

1. Click the Logic Input button (code download icon) in the toolbar.
2. Click on the canvas to place the node.
3. Double-click to open the code editor.
4. Write your JavaScript logic to process user input.

Add a Route

Add a named route that can be jumped to from other parts of the flow.

Steps:

1. Click the Route button (funnel icon) in the toolbar.
2. Click on the canvas to place the node.
3. Double-click to configure the route.
4. Enter a unique route name and optional description.

Field	Description
Route	A unique identifier for this route (case insensitive)
Route Description	Optional description explaining the route's purpose

Add an AI FAQ Block

Add an AI-powered FAQ handler that automatically answers user questions.

Steps:

1. Click the AI FAQ button (sparkle icon) in the toolbar.
2. Click on the canvas to place the node.
3. Double-click to configure the AI FAQ settings.
4. Select an FAQ Board and configure the response messages.

Field	Description
FAQ Board	Select which FAQ knowledge base to use
Search Score	Minimum confidence score (0.90-0.99) for matching questions
Agent Routing	What happens when user requests an agent: Default BU, specific BU, or flow route
AI Initial Greeting	First-time greeting when user enters this block
AI Greeting Message	Response to user greetings like "hello"
Can't Answer Message	Response when AI cannot find an answer
Gratitude Message	Response when user thanks the AI
Working on Question	Message shown while AI processes a previous question
Routing to Agent Message	Message when handing off to a human agent

Flow Settings

Configure default messages and global behavior settings for your flow.

Edit Default Messages

Configure the default system messages used throughout the flow.

Steps:

1. In the Flow Editor, click the Settings button (wrench icon) in the toolbar.
2. Edit the default message texts as needed.
3. Click Save Changes.

Field	Description
Agent Busy	Message sent when all agents are busy
Routing to Agent	Message sent when transferring to an agent
Flow Confusion	Message sent when the flow doesn't understand the user's response
Chat Closed with Agent	Message sent when an agent closes the chat
Agent Busy Transfer	Message sent when a transfer fails because the target agent is busy
Out of Hours	Message sent outside business hours when no agents are available
Invalid Action	Message sent when user clicks buttons while talking to an agent

Edit Global Settings

Configure the overall behavior of the flow.

Steps:

1. In the Flow Editor, click the Global Settings button (cog icon) in the toolbar.
2. Configure the settings as needed.
3. Click Save Changes.

Field	Description
Flow Name	The name of the flow
This flow only talks to agents	Enable if the flow is used only for agent-to-user communication (no chatbot automation)
Only run this flow once	Enable to prevent the flow from restarting after completion
On Flow Confusion	What happens when the user's response isn't understood: send message, route to agent, or go to a specific route
Send Routing to Agent message	Enable to show a message when routing to an agent
Send Chat Closed with Agent message	Enable to show a message when an agent closes the chat

Related Topics

• Chatbot Guide
• Create a Chatbot
• Chatbot Settings
• Business Unit