Flow Builder: conversation flows by drag and drop

A flow is a conversation script built from a few building blocks. The start decides when the flow begins. Messages say something, buttons offer a choice, questions collect input. At the end there can be an action, such as marking the conversation as done.

You drag the blocks into place in the visual editor and connect them. When everything fits, you publish the flow.

A flow can start as a greeting at the beginning of a conversation. The bot then asks something like "How can I help you today?" and offers buttons such as "Book a consultation" or "Question about an order".

Or it only starts when a particular keyword comes up, such as "damage" or "test drive". That way the conversation stays open until it is clear what it's about.

When the bot asks for an email address, a phone number, a number or a date, it checks what is entered. An email address without an @ won't be accepted. So no typos end up with your team.

The answers are saved straight to the contact profile. Your team can see in the lead what the customer told the bot and doesn't start from scratch when calling back.

Depending on the answer, the flow continues in a different direction. A car dealership uses this to separate workshop enquiries from sales enquiries and offers different time slots for each. A branch can end with an appointment booking, connected to Calendly, Google Calendar or Outlook.

Kanzlei am Wallring, a law firm, uses a flow to ask about the area of law and how urgent the matter is, and then books the first consultation directly. Since then, 41 % more initial consultations have been booked there. At the training provider BITLC, a flow guides people from their first question through advice on the education voucher all the way to enrolment.