Bot flow builder — Setup Guide

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Before you start

Growth plan or above (bot flows are not on Free/Starter)
At least one chat widget created and embedded on your site
Smart bot enabled on that widget (see Enable smart bot guide)

Flow diagram

flowchart TD A[Visitor types pricing] --> B[Flow starts at step start] B --> C{Choice buttons} C -->|Pricing| D[Step pricing - Message] C -->|Business hours| E[Step hours - Message] C -->|Talk to a person| F[Step agent - Handoff] F --> G[Conversations - Needs agent] D --> H[Visitor can ask another question] E --> H

Step-by-step

Open Bot Flows

Dashboard → Bot Flows → Create flow.

Use the pre-filled example

A ready-made flow is loaded for you: welcome menu, pricing, hours, and agent handoff. Edit the text to match your business.

Name your flow

Example: "Sales routing" or "Support menu".

Set trigger words

Words that start this flow when a visitor types them. Example: pricing, quote, plans, demo

Edit Step 1 (starting menu)

Choose "Show buttons". Write your welcome message. Add buttons like Pricing, Business hours, Talk to a person.

Link each button to a step

For each button, pick "When clicked, go to" from the dropdown — e.g. Pricing button → Pricing answer step.

Add answer steps

Choose "Send a message" and write what the bot should say for pricing, hours, FAQs, etc.

Add an agent step

Choose "Connect to agent" with a message like "Connecting you with our team now."

Save and test

Turn the flow Active → Save. On your website, type a trigger word (e.g. "pricing") and click through each button.

Related guide

Step types explained

Option in builder	What it does	When to use
Send a message	Bot sends text and the flow ends	Single answers: pricing, hours, policy
Show buttons	Visitor sees clickable options	Welcome menus and routing
Connect to agent	Chat goes to your team inbox	When visitor wants a human

Example flow (created automatically for you)

Step	Type	What happens
Welcome menu	Show buttons	Pricing · Business hours · Talk to a person
Pricing answer	Send a message	Bot explains your plans
Business hours	Send a message	Bot shares open hours
Talk to agent	Connect to agent	Team gets notified in Conversations

Common mistakes

Button not linked to a step — always pick "When clicked, go to" for each button
Trigger words empty — flow never auto-starts
Bot not enabled on widget — see Enable smart bot guide
Flow not Active — inactive flows are ignored

Next guides

Test & handoff → Conversations →

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Create a bot flow (step by step)