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Chatbot Flow Builder

The Chatbot Flow Builder is a visual, drag-and-drop tool that lets you design structured conversation flows for your widget. Instead of relying entirely on AI to generate responses on the fly, you can create guided paths that lead visitors through a series of steps — collecting information, answering questions, and routing them to the right place.

What the Flow Builder Is​

Think of the Flow Builder as a map of a conversation. You lay out the steps a visitor might take, define what happens at each step, and connect them together. When a visitor interacts with your widget and triggers a flow, they are guided through the path you designed.

This is ideal for scenarios where you want precise control over the conversation, such as:

  • Qualifying leads with a series of questions
  • Routing visitors to the right department
  • Collecting contact information before connecting to a human
  • Answering frequently asked questions with pre-written responses
  • Booking appointments or demos

Creating a New Flow​

To create a new chatbot flow:

  1. Go to Settings > AI Agents > Chatbot Flows
  2. Click Create New Flow
  3. Give your flow a name that describes its purpose (for example, "Lead Qualification" or "Support Routing")
  4. The visual editor opens with a blank canvas and a Start node already placed

From here, you drag nodes onto the canvas, configure each one, and connect them to build your conversation.

tip

Start with a simple flow — three to five nodes — and expand it over time. Complex flows can be powerful, but they are harder to test and maintain if you build them all at once.

Node Types​

Each node represents a step in the conversation. Here are the node types available in the Flow Builder:

Start​

The Start node is automatically placed when you create a new flow. It defines the entry point of the conversation. Every flow must have exactly one Start node.

Message​

A Message node sends a text message to the visitor. Use it to greet them, provide information, or set up the next step in the flow.

You type the message content directly into the node, and the visitor sees it as a chat message from your widget.

Input​

An Input node asks the visitor to type a response. Use it to collect information like:

  • Name
  • Email address
  • Phone number
  • Company name
  • Any free-form text

The visitor's response is captured and stored, and you can use it later in the flow or view it in your dashboard.

Options​

An Options node presents the visitor with a set of clickable choices. Each choice leads to a different path in the flow, creating branching logic.

For example, you might present:

  • "I have a question about pricing"
  • "I need help with my account"
  • "I want to schedule a demo"

Each option connects to a different branch of the conversation, so the visitor gets a tailored experience based on what they choose.

Agent Handoff​

An Agent Handoff node transfers the conversation to a human team member. When the flow reaches this node, the visitor is connected to an available agent who can continue the conversation personally.

Use this node when the flow has collected enough information or when the visitor's needs go beyond what the automated flow can handle.

AI Response​

An AI Response node hands the conversation to your Chat Agent to generate a dynamic response using AI. This is useful when you want part of the conversation to be structured (the flow) and part to be flexible (the AI).

For example, you might use a flow to qualify a lead and then hand off to the AI Response node to answer product-specific questions from your Knowledge Base.

Conditional Branching​

The real power of the Flow Builder is in conditional branching. Based on how a visitor responds — which option they click, what text they enter, or other conditions — the flow takes a different path.

You create branches by connecting Options nodes to different downstream nodes. Each option points to a different part of the flow, so visitors who choose "Pricing" see different content than visitors who choose "Support."

You can also nest branches within branches for more complex conversations, though it is best to keep the depth manageable.

note

Review your branches carefully to make sure every path leads to a meaningful conclusion — either an answer, a handoff to a human, or a next step. Dead-end branches frustrate visitors.

Managing Multiple Flows​

You can create multiple chatbot flows, each designed for a different purpose. The Flow Builder uses a tabbed interface, so you can switch between flows quickly.

  • Tabs — Each flow appears as a tab at the top of the editor. Click a tab to switch to that flow.
  • Active flow — Only one flow can be active at a time. The active flow is the one your visitors experience.
  • Draft flows — Inactive flows are saved as drafts. You can build and test them before activating.

Flow Duplication and Deletion​

  • Duplicate a flow — If you want to create a variation of an existing flow, you can duplicate it. This copies all nodes and connections, and you can modify the copy without affecting the original.
  • Delete a flow — If a flow is no longer needed, you can delete it. Deleted flows cannot be recovered, so make sure you no longer need it before removing it.
warning

Deleting an active flow will immediately stop it from being used in visitor conversations. Make sure you have another flow ready or switch to a different engagement method before deleting.

Full-Screen Editor Mode​

For complex flows with many nodes and branches, the Flow Builder offers a full-screen editor mode. This gives you more canvas space to work with and makes it easier to see the entire flow at a glance.

Click the full-screen button in the top corner of the editor to expand it. Press Escape or click the button again to return to the normal view.

Integration Actions​

Some nodes can trigger actions beyond just sending messages:

  • Calendar booking — Connect a node to your calendar integration so visitors can book a meeting or demo directly within the flow
  • Data collection — Use Input nodes to gather visitor information that is automatically saved to their lead profile in your dashboard

These actions turn your chatbot flow into more than just a conversation — they become a functional tool that handles tasks for you.

Default Fallback Behavior​

If a visitor's response does not match any of the expected options or conditions in your flow, the fallback behavior kicks in. You can configure what happens in this case:

  • Repeat the current step — Ask the visitor to try again
  • Send a fallback message — Display a custom message explaining the options
  • Hand off to AI — Pass the conversation to your Chat Agent to handle it dynamically
  • Hand off to a human — Transfer the conversation to a team member
tip

Setting a fallback to hand off to your AI Chat Agent is a great safety net. If the structured flow cannot handle the visitor's request, the AI can take over and continue the conversation naturally.

Next Steps​

To make your AI agents and chatbot flows as effective as possible, you need to train them with your business information. Head to Knowledge Base to learn how.