Building Chat Flows

Create automated conversation flows with the visual workflow editor.

Chat Flows let you design automated conversations using a visual drag-and-drop editor.

Go to Agents → OmniChat → Chat Flows

Click New Flow

Choose a template or start from scratch

Name your flow (e.g., "New Inquiry Flow", "Booking Flow")

The editor is a visual canvas where you connect nodes:

Trigger — What starts the flow (new message, keyword, button click)

Send Message — Send a text, image, or button menu to the customer

Ask Question — Prompt the user for input and store the response

Condition — Branch the flow based on answers or data

Tag Contact — Label the contact for follow-up or segmentation

Book Appointment — Show available slots and confirm a booking

Handoff — Transfer to a human team member

A typical inquiry flow looks like this:

Trigger: New message received

Send Message: "Hi! Thanks for reaching out. How can I help?"

Ask Question: "Are you looking to book a consultation or have a general question?"

Condition: If "book" → go to Booking branch; if "question" → go to FAQ branch

Booking branch: Ask for name, email, preferred time → Book Appointment

FAQ branch: Use AI to answer from your trained knowledge base

Click Test in the editor to simulate the flow. You can walk through each step and verify the logic before activating it.

Once tested, toggle the flow to Active. It will immediately start handling matching conversations.

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