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
- Go to Flow Builder in the main navigation
- Click Create New Flow or choose from templates
- Add a trigger — what starts the flow (new message, keyword, etc.)
- 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
- Connect nodes to create the flow path
- Test the flow and publish when ready
Example Flows
Welcome Flow
Trigger: New website chat → Send welcome message → Ask "What can I help you with?" → Branch based on response → Route to Sales, Support, or ZIA.
Order Status Flow
Trigger: Message contains "order" or "tracking" → Ask for order number → Look up order in Shopify → Send order status → Ask if anything else needed.
Lead Qualification Flow
Trigger: New Facebook Messenger message → Ask qualifying questions (company size, budget, timeline) → Score the lead → 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.