Custom Chat Flows
Build guided button and form journeys that walk customers through menus, lead capture, and booking requests.
Custom Chat Flows#
Sometimes a free-form conversation isn't the fastest path. Custom Chat Flows let you build guided journeys — tappable buttons and short forms that walk customers step by step through a product menu, a lead capture, a booking request, or any common path. Find them under Automations > Custom Chat Flows.
When to Use a Flow#
- Presenting a menu of options ("What can I help with today?")
- Collecting lead details in a predictable order
- Guiding a booking or service request
- Channel-friendly journeys where tapping is easier than typing
Your agent can offer a flow at the right moment, then return to natural conversation once the flow is done.
Building a Flow#
- Go to Automations > Custom Chat Flows.
- Click New Flow and give it a clear name.
- Add steps:
- Buttons — present a set of choices the customer can tap
- Form fields — collect specific details
- Branches — send customers down different paths based on what they choose
- Save the flow.
Once saved, the agent can present the flow as guided steps inside any conversation, on the channels you've connected.
Flows vs. Forms vs. Processes#
| Use | Reach for |
|---|---|
| Tappable buttons and branching paths in chat | Custom Chat Flows |
| A structured set of fields for a specific request | Custom Forms |
| A complete multi-step workflow with actions and handoff | Business Processes |
These work together — a flow can lead into a form, and a process can present either.