Conversation flows: scripted journeys
Keyword-triggered decision trees that override the AI — for quotes, routing, and any moment that must be exact.
Sometimes you don't want an AI answer — you want an exact, repeatable script: a quote request that always collects the same fields, a menu that routes to the right branch. That's what Flows (your bot's Flows tab) are for. Available on the Starter plan and above.
How a flow works
A flow is a small decision tree:
- Trigger — keywords or phrases; when a visitor's message matches, the flow takes over and the AI steps aside. Flow responses are deterministic — the same input always produces the same script.
- Steps — messages, button choices that branch the tree, a collect-details step (name, email, phone, company — saved as a structured lead), and a handoff step that routes to your Live Chat inbox.
When the flow ends, the conversation returns to normal AI answering.
Building one
Start from a template (quote request, appointment interest, support routing and more) or build from scratch. Test it in the dashboard's test chat — flow responses are labeled with a "Flow step" badge so you always know whether you're seeing scripted output or AI.
Where flows shine
- Quote capture — "I want a quote" → name → phone → what they need → structured lead + instant notification.
- Branch/location routing — buttons per location with the right phone number and address.
- Anything with legal or price sensitivity — the bot literally cannot improvise inside a flow.
Measuring
The Flows tab shows per-flow analytics: how often each flow triggers and how far visitors get, so you can spot the step where people drop off.