What is the Flow Builder?
The Flow Builder is a visual, drag-and-drop tool that lets you create automated conversation flows without writing code. Design complex customer journeys with branching logic, conditions, and actions.
Key Features
- Visual drag-and-drop editor — Design flows with an intuitive canvas
- Branching logic — Create different paths based on customer responses
- Condition nodes — Check ticket properties, customer data, or keywords
- Action nodes — Send messages, assign tickets, add labels, and more
- AI integration — Include ZIA nodes for AI-powered responses
- Templates — Start from pre-built flow templates
Creating a Flow
- 1. Go to Flow Builder in the main navigation
- 2. Click Create New Flow or choose from templates
- 3. Add a trigger — what starts the flow (new message, keyword, etc.)
- 4. Add nodes to define the flow:
- Message node — Send a message to the customer
- Question node — Ask a question and capture the response
- Condition node — Branch based on conditions
- Action node — Perform an action (label, assign, close)
- AI node — Let ZIA handle the response
- Delay node — Wait before the next step
- 5. Connect nodes to create the flow path
- 6. Test the flow and publish when ready
Example Flows
Welcome Flow
1
New website chat is triggered.
2
Send a welcome message automatically.
3
Ask “What can I help you with?”
4
Route to Sales, Support, or ZIA.
Order Status Flow
1
Detect messages containing “order” or “tracking”.
2
Ask the customer for their order number.
3
Look up the order in Shopify.
4
Send order status and follow up.
Lead Qualification Flow
1
A new Facebook Messenger lead arrives.
2
Ask qualification questions automatically.
3
Score the lead based on responses.
4
Route to Sales or send resources.
💡 Tip: Start with simple flows and test thoroughly before adding complexity. Use the built-in simulator to test every path before publishing.