Conversation Flows

Paid feature — Basic (up to 3 flows) and Pro (up to 15).

A flow is a scripted sequence: messages, questions, branches, and actions. It starts on its own — silently, no bubble click needed — when a visitor matches its trigger, and it ends by handing the chat to an operator.

Use a flow when you know exactly what you want to ask and in what order. Use the AI assistant when you don't.

Build them under Knowledge → Conversation Flows.

How do I build one?

Start from an example — Browse examples offers a pricing qualifier, a book-a-demo flow, an FAQ live lookup, and a branching VIP fast-track — or start from scratch.

A flow is a numbered list of steps. There are four kinds:

• Message — the bot says something.
• Question — the bot asks something and saves the answer to a variable (wants_demo). You can offer fixed choices, one per line, and send each choice to a different next step.
• Condition — branch on a variable: if plan equals enterprise → step 5, otherwise → step 8.
• Action — do something: hand off to a human operator, or call an MCP tool and save the result to a variable.

How does a flow start?

From its Trigger, which uses the same behavioural rules as engagement campaigns: return visits, pages viewed, time on site, time on page, specific pages, exit intent. Start at most once per visitor is usually what you want.

Enable at least one trigger. The editor will tell you plainly if you haven't: "No trigger enabled — this flow will never start."

What makes a good flow?

• Short. Three to five steps. Every question is a chance for someone to leave.
• Ending in a person. The best flows qualify, then hand off warm. A flow that loops forever is a phone tree, and people hate phone trees.
• Targeted. A flow on the pricing page that asks "is this for you or your team?" earns its keep. The same flow on your blog is spam.

Flow or AI assistant?