Automation & AI
Flows
BetaA visual, no-code builder for multi-step conversations — menus, FAQ bots, lead capture, and anything with branches.
Where an automation runs one straight-line rule, a Flow is a small conversation of its own — built as a canvas of connected steps rather than a single trigger and action list.
Building blocks
| Node | What it does |
|---|---|
| Send message | Reply with text. |
| Send buttons | Offer up to 3 quick-reply buttons. |
| Send list | Offer a scrollable list of up to 10 options across sections. |
| Send media | Send an image, video, or document. |
| Collect input | Capture the customer’s next reply into a variable you can reuse later in the flow. |
| If / else | Branch based on a captured variable, a tag, or a contact field. |
| Tag contact | Add or remove a tag. |
| Handoff to agent | End the automated part and hand the conversation to a teammate, optionally with a note. |
| End | Finish the run. |
Starting a flow
A flow can start on a conversation in three ways:
- Keyword— the customer’s message matches one you’ve chosen.
- First message from contact — automatically for anyone messaging in for the first time.
- Manual— you assign it to a specific conversation yourself from the inbox, the same way you’d assign a teammate or your AI agent.
Starter templates
Three ready-made flows are available to clone and adapt rather than building from a blank canvas: a Welcome menu, an FAQ bot, and a Lead capture flow.
Draft, active, archived
A flow is a Draft while you’re building it, Active once published and able to run on real conversations, or Archivedwhen retired. Activating checks the flow for structural problems first — a node left disconnected, a required field left empty — and blocks publishing until they’re fixed.
When a customer goes off-script
If a reply doesn’t match what a step expected, the flow reprompts (up to a couple of tries) before handing the conversation off to a human rather than looping forever. A flow also times out after a period of inactivity, handing off the same way.
Testing a flow