Who This Is For / When to Use
This feature is for teams that need more control than prompt-based bots and want to automate complex customer journeys.
Use this when:
You need multi-step lead qualification or nurturing
Conversations require branching logic and conditions
You want to combine AI actions with workflows, calendars, or triggers
You manage complex booking, routing, or escalation scenarios
What the Flow-Based Builder Does
The Flow-Based Builder allows you to:
Design conversation workflows visually
Trigger flows when chats start or intents are detected
Branch conversations based on conditions and responses
Combine AI understanding with structured logic
Automate actions like booking, updates, and handoffs
Each flow runs inside Conversation AI and can be tested, drafted, and published safely.
Key Capabilities
Visual Flow Builder
Build full conversation journeys using a drag-and-drop canvas. Each node represents a trigger, condition, or action, making it easy to understand and maintain complex logic.
Triggers and Conditions
Flows can start based on:
Chat initiated
Detected intent
Custom trigger scenarios
Conditions allow branching so each contact follows the most relevant path.
Advanced Lead Qualification
Capture and evaluate lead information step by step. Route contacts dynamically based on answers without manual intervention.
Multi-Calendar Appointment Booking
Automate scheduling directly inside flows. The system can select the correct calendar based on conditions or intent.
Integrations and Automation
Flows can:
Trigger workflows
Update contact fields
Send data via webhooks
Transfer between bots or teams
This ensures every conversation leads to an action.
How to Create a Flow-Based Builder Bot
Step 1: Start a New Bot
Go to Conversation AI and click Create Bot.
Select Flow Based Builder.
Step 2: Configure Bot Settings
Open the bot and go to Bot Settings.
Set:
Bot name
Operating mode (Auto Pilot)
Supported communication channels (SMS, WhatsApp, Live Chat, Instagram, Facebook)
These channels determine where the flow will run.
Step 3: Define Global Bot Behavior
Go to Bot Goals and review Global Bot Configuration.
Set:
Tone of replies
Personality and style
Intent behind conversations
Business context and guidelines
These settings apply across all flows.
Step 4: Launch the Flow Builder
In Bot Goals, click Launch Flow Builder.
This opens the visual canvas where all logic is created.
Step 5: Add Triggers
Add a Conversation AI Trigger (for example, Chat Initiated).
You can also add custom triggers for specific intents or scenarios.
Step 6: Build Logic and Actions
Connect triggers to:
Conditions (if/else logic)
AI messages
Data capture
Booking actions
Workflow or contact updates
Each branch represents a different conversation path.
Step 7: Test and Publish
Use Test Bot to simulate conversations.
When ready:
Save the flow
Switch from Draft to Publish
The bot will start using the flow in live conversations.
Common Issues and Fixes
The flow does not trigger
Confirm the bot is in Auto Pilot mode
Verify the trigger conditions match real conversations
Ensure the correct bot is selected in the trigger
Contacts follow the wrong path
Review condition logic carefully
Avoid overlapping trigger rules
Add a fallback path for unmatched conditions
Booking or actions do not execute
Confirm required fields are captured before the action
Test the flow using real-world scenarios
Check execution logs for failed actions
Frequently Asked Questions
What is the Flow-Based Builder?
It is a visual tool for designing advanced Conversation AI workflows using triggers, conditions, and actions.
Do I need coding skills?
No. All logic is built using drag-and-drop components.
Can I use multiple calendars?
Yes. Flows fully support multi-calendar booking logic.
Can I integrate workflows or webhooks?
Yes. Flows can trigger workflows, update contact fields, and send or receive data.
What happens if a contact does not match any condition?
You can define fallback paths to ensure every conversation is handled.
Does the Flow-Based Builder support multiple languages?
The AI responds in the customer’s language automatically. You can also branch flows based on language preference if needed.