Message Flows

Message Flows let you build interactive bot conversations with branching paths, like a decision tree. Visitors choose from options and the flow guides them to the right answer or agent.

Message Flows are available on Pro and above.

How flows work

A flow is a sequence of steps. Each step is one of:

Step type	Description
`Message`	Send a text message to the visitor
`Question`	Ask a question with multiple-choice options
`Condition`	Branch based on a visitor attribute or previous answer
`Assign`	Assign the conversation to an agent or team
`End`	Close the flow (visitor can still send messages)

When a visitor opens the widget, the flow starts automatically (if configured) or is triggered by an automation.

Creating a flow

Go to Settings → Automations → Flows → New flow
Give the flow a name
Add steps using the visual canvas:
- Drag steps from the left panel
- Connect them by drawing lines between step outputs
Set the entry point; the first step that runs
Click Activate when ready

Example: booking triage flow

[Message] "Hi! What can I help you with today?"
     |
[Question] 
  → "Book a call"     → [Assign] Sales team → [End]
  → "Technical issue" → [Assign] Support team → [End]
  → "Billing query"   → [Message] "Please email billing@example.com" → [End]

Using variables in flow messages

Use the same template variables as automations:

Hi {{visitor_name}}! I'm here to help. What brings you here today?

Triggering a flow

Flows can be triggered:

Automatically on widget open: set in the flow settings as the default entry flow
Via an automation action: add a Start flow action to any automation

Fallback to live agent

Always include a path that connects to a live agent. Visitors who get stuck in a flow can feel abandoned; a clear "Talk to a human" option prevents drop-off.

Analytics

Track flow performance in Analytics → Flows:

Completion rate per step
Drop-off points
Which paths visitors take most