Workflows

Open the builder#

1. 1

   Step 1: Open the agent

   On Agents, press the agent's card, or its workflow icon (Open workflow).

2. 2

   Step 2: Go to Workspace

   Press Add Workflow to start an empty one (it is called "Untitled Workflow" until you rename it), or the pencil on an existing workflow to open it.

The canvas fills the screen. Along the top: the workflow's name and description, and the Save, Test Chat and Publish buttons. On the side: the Node Library, the list of steps you can add.

Work on the canvas#

• Add a step: drag it from the Node Library to where you want it, or click it (it lands in a fixed spot — move it before adding the next). Search node... filters the list.
• Connect steps: drag from the dot on a step's right edge to the dot on the next step's left edge. Remove a connection with the × on it, and a step with its bin icon.
• Set up a step: click it to open Node Configuration on the right.
• Find your way: zoom, fit-to-screen and the minimap are in the corners.
• Saving: changes save themselves a moment after you make them — the header shows Saving..., then Saved. Save does it at once.

The main step types#

Start

Where every chat begins. Holds the Welcome Message your website visitors see first.

Message

Sends a message and moves straight on.

Menu

Shows options as buttons and waits for a choice. Each option leads to its own next step.

User Input

Asks questions — one, or a form of up to 50 fields — and checks the answers.

Lead Capture

Saves the customer as a lead in your CRM, from what earlier steps collected.

Quotation Builder

Turns a plain-language request into a priced quotation from your catalogue.

Book Appointment

Offers real free times and books one.

Human Handoff

Passes the chat to a person in one of your pools.

WhatsApp Message

Sends a WhatsApp reply, template, flow or buttons in a WhatsApp chat.

Condition

Branches by rules on what the chat has collected.

Intent Detection

Routes a typed message to the branch it matches, using the examples and keywords you give.

Knowledge Base and AI Response

Search the agent's knowledge, then write the reply from it.

Rating

Asks for a 1–5 rating and, optionally, feedback.

End

Says a final message and closes the chat.

For developers there are also API Tool, Database Query, Database Action and Notification steps, and a Fallback step that runs when a branch leads to it.

Menus and options#

1. 1

   Step 1: Write the Message above the options

   For example: "How can I help you today?"

2. 2

   Step 2: Add the options

   Each option has a Label (what the customer sees), a Value, an Option Type and a Target Node — the step it leads to. Every option needs a target.

   • Standard Workflow Routing — go to the target step.
   • External Link Redirect — open a link in a new tab, with a Redirect Message.
   • Ask the Agent (send the value as a message) — treat the option as if the customer had typed its value.
3. 3

   Step 3: Keep the choice if you need it later

   Store Selection As saves the chosen value under a name you can use in later steps.

Form questions (User Input)#

• Each question has a Field Name (how later steps refer to the answer), a Label, a Prompt (the question itself) and Required.
• Validation checks the answer: Text, Email, Phone, Number, Date, Time, URL, OTP, PAN, GST or Aadhaar. Text answers can have a Min/Max Length.
• Turn on Multiple Input Fields to ask several questions in one step — up to 50. When the customer cancels decides where a cancelled form goes.

Lead capture#

Lead Capture asks nothing itself: it saves what earlier steps collected as a lead in your CRM, where it shows the source Bot.

1. 1

   Step 1: Choose the Campaign the lead goes into

   The campaign's duplicate rules, assignment and drips apply to it — see CRM.

2. 2

   Step 2: Map the details

   Name, Phone, Email and Company default to {{name}}, {{phone}} and {{email}}; add your campaign's own lead fields as needed. A lead needs a phone number or an email.

3. 3

   Step 3: Decide what happens next

   Set the message and next step for when the lead is saved, and for when it fails. Give the customer a reference number can reply with the lead's number behind a prefix you choose.

Quotations in chat#

Quotation Builder reads a request like "3 pumps of 2 HP and 10 metres of pipe" — in English, Hindi or Hinglish — matches it to your active products, asks about anything unclear, confirms a summary and creates the quotation with a PDF link.

• Opening question — what it asks when the chat arrives without a request.
• Let it read the message that led to the step as the request, so the customer does not have to repeat it.
• Choose whether to ask which client the quotation is for, and whether website visitors may ask for a proposal too.
• Message after creating and Unclear answers allowed (how many unclear replies before it gives up and takes the failure branch).

How it handles products without a price is in Quotations.

Appointments in chat#

Book Appointment offers the service, then (optionally) the person, then the day, then the time — each as buttons, and only times that are really free. It asks for a name and phone number only if the chat does not have them, confirms, and books.

• Service: one fixed service, or Let the customer choose. Staff: one person, or Whoever is free.
• Offer days up to: how far ahead to offer, 1 to 14 days.
• The questions it asks, what to say When nothing is free, and the Message after booking.

Services, staff and hours come from Appointments.

Human handoff#

Human Handoff stops the agent and puts the chat in front of your team. Choose the Handoff Pool that should take it — a pool is required — and write the Customer Message (by default "I'm connecting you to our support team."). Priority, Handoff Reason and Notify members (with a title and message) are optional.

What your team does next is in Human handoff.

WhatsApp messages#

WhatsApp Message appears in the library once WhatsApp is connected. Under What to send choose a reply, an approved template, a WhatsApp Flow, reply buttons (up to 3) or a button that opens a link. It goes to the WhatsApp chat in progress; On your website instead (optional) sets the text website visitors get at the same point.

Connecting WhatsApp is covered in Connect WhatsApp.

Conditions and variables#

Every answer a step collects is kept under a name, and later steps use it as {{name}} — in messages, in Lead Capture, in conditions. Steps that create something add their own: {{lead_id}}, {{booking_id}}, {{quotation_number}} and so on.

1. 1

   Step 1: Add a rule to the Condition step

   Pick the Field Name (the variable's name, without braces), an Operator and a Value, then the Target Node When Rule Matches.

   • Operators: Equals, Not Equals, Contains, Greater Than, Less Than, In, Not In, Starts With, Ends With, Exists, Is Empty, Is Not Empty, Between.
2. 2

   Step 2: Set the default

   Default Target Node When No Rule Matches is required. Rules are checked in order and the first that matches wins.

Test and publish#

1. 1

   Step 1: Press Test Chat

   It runs the saved workflow, so you can test before publishing. Walk every branch the way a customer would.

2. 2

   Step 2: Fix what the builder flags

   A step with missing settings — a message with no text, a menu with no options, a condition with no default, a handoff with no pool — stops the workflow from saving until it is fixed. An amber warnings note lists things worth a look that do not block anything.

3. 3

   Step 3: Press Publish

   A workflow publishes when it has exactly one Start step, at least one End step, and every step can be reached. If not, Publishing failed says why; fix it and Try again. On success the Publish Integration panel shows the code for your website.