> ## Documentation Index
> Fetch the complete documentation index at: https://docs.keloa.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Flows overview

> Visual automation for your inbox — triggers, conditions, messages, actions, handoffs.

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.

## 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.

## Node types

<CardGroup cols={2}>
  <Card title="Trigger" icon="bolt">
    The start. Fires on *message received*, *conversation opened*, *contact created*.
  </Card>

  <Card title="Condition" icon="code-branch">
    Branch on channel, tag, AI intent, language, or a custom field.
  </Card>

  <Card title="Message" icon="comment">
    Send a message to the customer (with optional delay).
  </Card>

  <Card title="Action" icon="wrench">
    Tag, set priority, assign, collect an email.
  </Card>

  <Card title="Handoff" icon="user-plus">
    Route to a teammate, team, or round-robin within a specialty.
  </Card>

  <Card title="Resolve" icon="circle-check">
    Close the conversation, optionally send CSAT.
  </Card>
</CardGroup>

## Plan availability

Flows are available from the **Growth** plan upwards. Caps:

| Plan     | Flows     |
| -------- | --------- |
| Starter  | —         |
| Growth   | 2         |
| Business | 6         |
| Scale    | Unlimited |

## Typical flow shapes

**Triage flow:**

```
Trigger (message received)
  → Condition (channel == WhatsApp AND tag == "vip")
      ├── Yes → Handoff (senior team)
      └── No  → let AI continue
```

**After-hours flow:**

```
Trigger (message received)
  → Condition (business hours)
      ├── Open   → let AI continue
      └── Closed → Message ("We're back at 9") → Action (tag "after-hours")
```

**CSAT on resolve:**

```
Trigger (conversation resolved)
  → Resolve (csat enabled, delay 30s)
```

## Next

<CardGroup cols={2}>
  <Card title="Build a flow" icon="diagram-project" href="/flows/build-a-flow">
    Step-by-step for your first flow.
  </Card>

  <Card title="Triggers" icon="bolt" href="/flows/triggers">
    Every event you can start a flow on.
  </Card>

  <Card title="Conditions" icon="code-branch" href="/flows/conditions">
    Fields, operators, and combining logic.
  </Card>

  <Card title="Publish & test" icon="rocket" href="/flows/publish-and-test">
    Safely ship a flow to production.
  </Card>
</CardGroup>