Conversational Flows
Conversational flows are bots you build visually: a graph of nodes that asks, verifies, decides and acts, and that customers talk to through the channel they already use. They serve onboarding journeys, but also collections, document intake, support routing, campaigns and anything else that fits a guided conversation.
Overview
The same flow runs on three channels:
- WhatsApp: reach customers where they already communicate, through your connected Business number
- Web: a chat or step-by-step wizard served by the Customer Portal, with no login required
- Email: a conversation carried over email replies, with the nodes the channel supports
Not every node runs on every channel. The Test Flow dialog tells you which nodes a channel cannot run before you test or share a flow on it.
Key Concepts
Canvas
The canvas is your visual workspace where you design and build your conversational flows. It provides an intuitive interface for creating, editing, and managing the flow structure.
Nodes
Nodes are the building blocks of conversational flows. Each node represents a specific action, decision point, or interaction within the flow. You can connect nodes together to create complex, branching conversations that adapt based on customer responses and conditions.
Variables
Variables carry what the conversation learns from one node to the next: an answer, a file, an extraction result, a customer identifier. They have a declared type, and the type you declare is the one the rest of the flow reads. See Variables.
Publishing
Saving a draft accepts anything; publishing is the gate. Only what would provably break a real conversation blocks the publish, everything else is a warning you can read and fix. See Publish Gate.
Notices
When a bot runs into trouble in a live conversation — a node fails, WhatsApp rejects a message, a variable arrives empty — the engine leaves a notice on that conversation. You read them one conversation at a time in Chat and aggregated by flow and node in Flow Notices, which links back to the node in the editor.
Where to Go
| Section | What you find there |
|---|---|
| Builder Rules | Structural rules, connections, variables, flow states and the publish gate |
| Builder Tools | Auto-layout, copy and paste, import and export, test flow, web settings, AI assistant |
| Nodes | Reference for every node: configuration, inputs, outputs and behavior per channel |
| WhatsApp Templates | Message templates approved by Meta, required to start a WhatsApp conversation |
| Forms Builder | Multi-screen forms that publish as WhatsApp Flows and render on the web portal |
| Chat | The agent inbox: take over from the bot, read the notices a flow left, reply to customers |
| Campaigns | Send bulk WhatsApp template or email messages and route the replies into a flow |
| Channel Connectors | Credentials, default responder, keywords and support hours per channel |
| Customer Portal | What the customer sees on the web channel: chat and wizard modes, files, location, forms |
| Flow Notices | Which nodes fail, in how many conversations and since when |
Getting Started
- Review the Builder Rules to understand the fundamental constraints and best practices
- Learn about the Builder Tools to work efficiently with the canvas
- Explore the available nodes and learn how to configure them for your use case
- Connect a channel, test the flow on it and publish