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Conversation Flows Overview

Conversation flows let you create guided, multi-step conversations that walk visitors through a process. Instead of single question-and-answer exchanges, flows let you build interactive experiences like appointment booking, lead qualification, or customer surveys.

What Are Conversation Flows?

Think of a conversation flow as a choose-your-own-adventure for your chatbot. You define:

  • What the chatbot says at each step
  • What information to collect
  • What happens based on the visitor's responses
  • Where the conversation goes next

Example: A service booking flow might:

  1. Ask what service the visitor needs
  2. Collect their contact information
  3. Ask about preferred dates/times
  4. Confirm the appointment request
  5. Send a notification to your team

When to Use Conversation Flows

Conversation flows are ideal for:

Use Case Description
Appointment booking Walk visitors through scheduling a service
Lead qualification Ask questions to determine if someone is a good fit
Customer surveys Collect structured feedback
Product recommendations Guide visitors to the right product
Technical support Triage issues before connecting to support
Quote requests Gather information for custom pricing

Flows vs. Response Rules

Conversation Flows Response Rules
Multi-step conversations Single response
Collects information across steps Immediate answer
Complex logic and branching Simple keyword matching
Guided experience Quick information

Use together: Response rules handle simple questions, while flows handle complex processes.

The Conversation Flows Page

Click Conversations in the left menu to see:

Conversation flows list

  1. Create Flow button - Start a new flow
  2. Flow list - All your conversation flows
  3. Toggle switch - Enable/disable flows
  4. Edit button - Open the visual editor
  5. Delete - Remove a flow

Key Concepts

Steps

Steps are the building blocks of a conversation flow. Each step represents one point in the conversation where something happens.

Types of steps:

  • Message step - The chatbot says something
  • Question step - Collect information from the visitor
  • Choice step - Present options for the visitor to choose
  • End step - The conversation concludes

Transitions

Transitions connect steps and define how the conversation moves forward. You can create:

  • Direct transitions - Always go to the next step
  • Conditional transitions - Go to different steps based on answers

Triggers

Triggers define when a flow starts. A flow activates when a visitor's message matches the trigger condition—similar to response rules, but starting a multi-step conversation instead.

Actions

Actions are things that happen during or after a flow:

  • Send an email notification
  • Collect contact details
  • Redirect to a page
  • Save information

How Flows Work

graph TD
    A[Visitor triggers flow] --> B[Step 1: Greeting]
    B --> C{What service?}
    C -->|Haircut| D[Collect details]
    C -->|Coloring| E[Ask about color]
    D --> F[Request appointment]
    E --> F
    F --> G[Confirm & End]
  1. Visitor says something that matches the trigger
  2. Flow starts with the first step
  3. Based on responses, conversation moves through steps
  4. Flow ends when reaching an end step
  5. Any configured actions (like notifications) are triggered

Creating Your First Flow

There are two ways to create a flow:

Option 1: Visual Editor

The visual editor lets you build flows by dragging and connecting blocks on a canvas. This is recommended for most users.

Learn about the visual editor →

Option 2: AI Generator

Describe what you want in plain language, and AI will create the flow for you. Great for getting started quickly.

Learn about AI flow generation →

Example Flows

Appointment Booking

A typical appointment booking flow might include:

  1. Trigger: "appointment", "book", "schedule"
  2. Step 1: Ask what service they need
  3. Step 2: Collect name and contact info
  4. Step 3: Ask for preferred date/time
  5. Step 4: Confirm the request
  6. Action: Email notification to your team

Lead Qualification

A lead qualification flow might:

  1. Trigger: "pricing", "quote", "interested"
  2. Step 1: Ask about their company size
  3. Step 2: Ask about their budget range
  4. Step 3: Ask about timeline
  5. Step 4: Collect contact info
  6. Action: Send qualified lead to your CRM

Customer Support Triage

A support flow might:

  1. Trigger: "problem", "help", "issue"
  2. Step 1: Ask what product they're using
  3. Step 2: Ask them to describe the issue
  4. Step 3: Provide relevant troubleshooting
  5. Step 4: Offer to connect with support team

Tips for Effective Flows

  1. Keep it conversational - Write steps like natural dialogue
  2. Limit the length - 3-5 steps is usually ideal
  3. Always have an exit - Let visitors leave if they want
  4. Test thoroughly - Go through every possible path
  5. Collect only what you need - Don't ask for unnecessary information

Next Steps