Flow tab - Structured chatbot without AI
Create fixed conversation scripts for menus and data collection
Flow is a rule-based chatbot. Unlike AI-generated replies, a flow follows your exact script. Use it for numbered menus ('Type 1 for orders, 2 for support'), collecting information (name, CPF, address) or predictable sales processes such as quotes and bookings.
How to create a conversation flow
Open My AI agent > Flow, or Tools > Flow builder
The Flow builder shows existing flows. Each has a name, trigger word and active or inactive status. Click '+ New flow' to create one.
✓ You see your registered flows, or an empty screen if this is your first one.
Define the flow's name and trigger word
The trigger word activates the flow. When a customer types it, the chatbot enters the flow automatically. Examples include 'menu', 'order', 'hi' and 'start'.
✓ The name and trigger are configured. You can now create nodes.
Add the first message node, where the agent speaks
A message node sends text to the customer. For example: 'Hello! Choose an option: 1 - View menu | 2 - Speak to a representative | 3 - Opening hours'. This is usually the first node.
✓ The node appears on the builder canvas.
Add a question node to wait for the customer's answer
A question node pauses the flow and waits for input. Create branches so '1' takes one path and '2' another. Connect nodes by dragging their arrows.
✓ The branches are configured. The flow follows the customer's answer.
Finish with an exit node to return to the AI agent
IMPORTANT: always end a flow with an exit node. Without it, the customer can remain stuck in the flow even after the interaction has ended.
✓ The flow now has a beginning, middle and exit.
Activate the flow with its switch and test in the simulator
When the flow is active, customers who type its trigger word enter the script. An active flow takes priority over AI. Test its trigger in the simulator.
✓ The flow is running. The simulator follows the script according to the replies.
Note: When an active flow is triggered, AI stops replying until it ends. Always add a clear exit node to return the customer to normal service.
Tip: Combine Flow and AI: collect initial information such as name, service type and urgency, then pass that context to AI for personalized customer service.
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