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Flows automate what happens when a conversation comes in — sending replies, routing to the right team, collecting information, or calling your own systems — without an agent doing it by hand. Build flows in the agent console under Flows.

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How a flow runs

A flow has a trigger that starts it and a series of nodes connected together. When a conversation matches a trigger, the flow runs node by node, following the connections until it finishes or waits for the customer’s next message.

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Triggers

A flow can start when:
  • A new conversation begins
  • A customer sends a message that matches your conditions
  • An external webhook calls the flow
You can scope a flow to specific channels or accounts so it only runs where you intend.

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Nodes

Common node types include:
  • Message — send text, a template, an interactive menu, or a location
  • AI response — generate a reply with the workspace AI, grounded in your knowledge base
  • Condition — branch based on the message, contact data, or time of day
  • Assignment — hand the conversation to an agent or agent group
  • Delay — wait before continuing
  • Webhook — call an external URL and use the response later in the flow

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Collecting metadata

Flows can save what they learn about a customer into custom fields on the contact, so the data is available to your team and in later flows.

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Testing

Use the webhook test tools in the flow builder to send a sample payload and confirm a webhook-triggered flow behaves as expected before publishing.