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A flow is a structure that defines the sequence of a chatbot conversation with users based on their questions and responses. It consists of a series of nodes, where each node represents a specific point in the conversation. Nodes can include messages, questions, prompts, actions, or conditions based on user input.

After creating a flow, the first flow you create is considered the start flow, and the second flow is considered the fallback flow. However, when there are multiple flows, you can set any flow as the start or fallback flow.

Key features of Conversational Flows:

  • Structured interaction: Flows provide a structured framework for organizing conversations between users and bots, ensuring a seamless and intuitive user experience.
  • Message sequencing: Nodes within flows determine the sequence of messages presented to users, allowing for logical progression through the conversation.
  • User input handling: Flows include nodes to capture and process user inputs, such as text messages, selections, or commands, enabling bots to understand user intents and respond accordingly.
  • Conditional logic: Flows can adjust dynamically based on user responses using condition nodes, enabling personalized interactions.
  • Bot goal achievement: Flows guide users through completing specific tasks or achieving objectives, such as placing an order, scheduling an appointment, or seeking information.

Sample conversational flow

Use case: Ordering South Indian Food from a Bot

User: Show me the menu
Bot: Please select your Cuisine: South Indian, North Indian
User: South Indian
Bot: Please select the Item: Idly, Dosa, and Pongal
User: Idly
Bot: Please enter the quantity
User: 2
Bot: Thanks for ordering with us

This flow guides the user through the process of ordering South Indian food from the bot by structuring a series of interactions between the user and the bot.

Key elements to build a flow

You can use the following elements to build a Conversational flows:

drawingNodesDefine specific points in the conversation flow
drawingChannel filterSet the active channels where you want the bot deployed
drawingVariablesStore static or dynamic values
drawingLanguageChoose the language(s) your bot needs to support
Flow triggerTriggers the flow based on the selected Intent, Entities, Event, and URL clicks

Flow visualization settings

Once you have manually designed your conversational flow, exported a template, or automated the flows, you can use the following options to visualize the flow:

Zoom inThis options allows you to zoom in on the flow diagram, making the text and elements larger and easier to read.
Zoom outThis options allows you to zoom out of the flow diagram, making the text and elements smaller and allowing you to see rest of the flow at once.
Fit viewThis option adjusts the zoom level to fit the entire flow diagram within the viewable area, ensuring that the entire flow is visible on the screen
Auto layoutAutomatically arranges the nodes and connections within the flow diagram in an organized manner. You can also undo the alignment by clicking the Undo option.
SettingsThis option includes additional settings related to the flow visualization such as Init function, Change category, Mandate words, Precluded words, Disable steps for Go Back functionality, and Channels. For more information, see Flow settings.
MinimapThis option displays a overview of the entire flow diagram, allowing you to navigate to different sections of the flow by clicking on the desired section in the minimap.

Flow settings

You can configure the following flow settings for your flow:

Init functionFunction that will be executed before going through a flow.
Change categoryChange the Category of the flow if required.
Mandate wordsInclude the mandatory words that have to be in the user's utterance to trigger this flow.
Precluded wordsFlow will not be triggered if these words are present in the user utterance.
Disable steps for Go Back functionalityIf the user response is 'go back' (or related words - configured in tools), this takes them to the previous question. At the flow level, you can disable some steps from which going back should not be allowed.
ChannelsFlow will trigger only for the selected active channels.