Flows

A flow is a chatbot you build on a canvas. It starts on a trigger, sends messages, asks questions and hands the chat to your team when needed.

Build your first flow

1. Open Flows and click Create Flow.
2. In the Flow Start card, add keywords that should start the flow.
3. Drag a card from the left panel onto the canvas, or tap it.
4. Connect Flow Start to the card using its dot, and keep building.
5. Click Save Changes.
6. Turn on the Active switch at the top right of the canvas.

Ways to start a flow

• Keywords: the flow starts when a customer sends the keyword.
• Regex: the flow starts when a message matches your pattern. Turn on the toggle for case-sensitive matching.
• Templates: pick up to 5 templates, and a tap on one of their quick reply buttons starts the flow. Click-tracking templates aren't listed.

The settings icon on Flow Start opens more options, including other trigger types and guards like cooldown and business hours.

Saving and going live

• On an inactive flow, Save Changes only saves your work.
• On an active flow, Save Changes puts your changes live straight away.
• If an active flow has errors, your work is saved but customers stay on the last good version until you fix them.

When a flow is running

A customer who is partway through a flow continues with it. If they keep replying with something the flow can't use, the flow ends after 3 tries.