Building a flow
Answer common questions automatically and hand the rest to a human at the right moment.
A flow is a diagram of what the bot does when a message arrives. You drag nodes onto a canvas and connect them; there is no code.
The nodes you will use most
- Trigger — what starts the flow: any message, or a specific keyword.
- Send message — text, with variables like the customer's name.
- Menu buttons — up to three options on WhatsApp, more on Telegram.
- Ask question — collects an answer and stores it on the contact.
- Condition — branches on what the customer said or on a saved field.
- Assign to queue — hands the conversation to a human team.
Handing over to a person
A flow should always have an exit. Add an Assign to queue node on the path where the bot cannot help, and the conversation moves to the Inbox with everything the customer already said attached.