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A flow is a visual automation you build by dragging nodes onto a canvas and connecting them. Use flows to route, tag, escalate, or auto-reply — layered on top of your AI agent.

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When to use a flow

  • Routing — send VIP customers to a senior teammate immediately.
  • Escalation — if the AI can’t resolve in 2 turns, hand off.
  • Auto-tagging — tag anything mentioning “refund” with returns.
  • Auto-replies — send a templated greeting when a conversation opens on a specific channel.
  • After-hours — politely acknowledge messages outside business hours.
You don’t need a flow for the AI to answer — that happens automatically once an agent is attached to a channel. Flows add deterministic logic on top.

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Node types

Trigger

The start. Fires on message received, conversation opened, contact created.

Condition

Branch on channel, tag, AI intent, language, or a custom field.

Message

Send a message to the customer (with optional delay).

Action

Tag, set priority, assign, collect an email.

Handoff

Route to a teammate, team, or round-robin within a specialty.

Resolve

Close the conversation, optionally send CSAT.

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Plan availability

Flows are available from the Growth plan upwards. Caps:

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Typical flow shapes

Triage flow:
After-hours flow:
CSAT on resolve:

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Next

Build a flow

Step-by-step for your first flow.

Triggers

Every event you can start a flow on.

Conditions

Fields, operators, and combining logic.

Publish & test

Safely ship a flow to production.