Build your first flow
All plans Who can do this: Client Admin Updated 30 Oct 2026
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A flow tells the AI assistant how to handle a conversation, one card at a time. Create one, connect its cards, test it and switch it on.
Start a new flow
- Open Flows and select New flow.
- On Create a flow, choose Start from scratch. Or choose a template to create an editable draft.
- Under Name your flow, type a name your team will recognise and select Continue.
- Under How should this flow start?, pick a trigger, such as Inbound SMS, and select Create flow.
The builder opens with your trigger on the canvas. The flow stays a draft until you activate it.
Note A new workspace already has a draft called Starter flow. It asks for a first name and an email, then says thanks. Open it from Flows and select Open in builder if you would rather edit than start blank. It has no trigger yet, so the canvas shows Choose a trigger.
Add and connect cards
- Select Add step and pick a card, such as Collect fields. Your first card is connected to the trigger for you.
- Click the card to open its settings, configure the card and select Done.
- Select Add step again for the next card. New cards start unconnected.
- Drag an outcome on one card, such as collected, onto the next card.
- Select Arrange if you want the cards laid out in the order they run.
Caution If an outcome has no connected card, no further cards run after it. A card with no incoming connection never runs. Both cases only produce warnings, so they will not prevent you from going live. Read Flow checks before you activate.
Test it and go live
- Check the Flow checks button beside Test flow. It shows No blocking issues or a count of errors and warnings. Errors stop the flow from going live. Warnings only explain what will happen.
- Select Test flow and reply as the customer until the flow does what you expect.
- For Inbound SMS, click the trigger, choose a Phone number and select Save. Sending real SMS messages requires a Twilio or Vonage number. You can test without one, but you need one to activate.
- Select Activate, then Activate again in the dialog. The flow goes live and starts handling real conversations from its triggers.
Note Only a Client Admin can create or change a flow. A Client Agent can open and view flows, but cannot edit them. A Client Manager has no access to Flows.
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