Create a Guided Flow

Guided Flows allow you to control how conversations move step-by-step using:

• questions

• options

• conditions

• AI responses

• webhooks

• Human Handover

This is useful for:

• lead collection

• support workflows

• onboarding

• booking flows

• ecommerce assistance

Open the Flows section

To create a Guided Flow:

1. Open your AI Agent workspace

2. Go to Automations

3. Open the Flows tab

4. Click Create Flow

This opens the flow builder.

Understand the flow canvas

Inside the flow builder, you can create workflows using connected nodes.

The canvas allows you to:

• add nodes

• connect steps

• organize logic

• test conversation flows

Each node represents a step inside the customer experience.

Start with a Trigger node

Every flow starts with a Trigger node.

The Trigger defines when the flow should begin.

The visible trigger shown in the flow builder is:

• Customer opens chat

This starts the flow when a customer begins a conversation.

Add conversation nodes

You can continue building the flow using available nodes such as:

• Send Message

• Collect Input

• Options

• Let AI Answer

• Human Handover

• Send to Webhook

• Branch

Each node controls a different part of the conversation experience.

Connect nodes together

To connect steps:

1. Drag from one node connector

2. Connect it to another node

3. Continue building the workflow

This controls how conversations move through the flow.

Test your flow

Inside the builder, use the test panel to simulate conversations.

Testing helps you:

• verify flow behavior

• review branching logic

• validate customer inputs

• identify workflow issues

Always test flows before enabling them publicly.

Save your flow

After building the workflow:

1. Click Save

2. Review the flow status

3. Enable the flow if needed

Flows can later be edited and updated at any time.

Use Guided Flows for structured workflows

Guided Flows work especially well for:

• lead qualification

• appointment requests

• support routing

• onboarding workflows

• ecommerce assistance

Structured workflows usually create more predictable customer experiences.

Best practices for Guided Flows

For better flow experiences:

• keep flows simple

• avoid unnecessary branching

• ask short questions

• test every possible path

Shorter workflows are usually easier for customers to complete.

Next steps

• Create an AI Action

• Configure target fields

• Connect automations to webhooks