Build a flow in the Chatbot Builder

A flow is a scripted conversation: a trigger, a few steps, an end. Flows run before the AI agent, so a message that matches a flow never reaches the agent. They are included in the Growth and Enterprise plans and in the trial.

Starting one

Open Chatbot Builder. "Templates" offers ready-made flows: Where is my order, Welcome menu for new customers, Show the catalogue, Return or exchange request, Take a food order. "New flow" starts blank.

Triggers

• "Message Received": any message that no other flow claims.
• "Keyword Match": the message contains the keyword anywhere, in any case. Keyword flows are checked before catch-all flows.
• "New Customer": the first message of a conversation.

Steps

• Messages: Send Text, Send Buttons (up to 3), Media + Buttons, Send List, Send Image, Send Video, Send Document, Send Catalog.
• Conditions: If/Else, Button Response, Contains Keyword.
• Actions: Track Order, Set Variable, Add Tag, HTTP Request, Go to Flow.
• Waits: Wait Time, up to 5 minutes.
• Endings: End Flow and Transfer to Agent both stop the flow; the conversation stays in the inbox for your team.

Going live

Save first, then "Test on a number" sends the flow to a number of yours. The "Live/Paused" switch in the top bar decides whether it runs; the toast confirms "Saved and live" or "Saved as paused". The list page lets you switch a flow on or off, and the builder offers "Duplicate flow" and "Delete flow".