What each flow card does
A flow is a chain of cards. Each card performs one task. The flow then follows one of the card’s outcomes to the next connected card. This page goes through the cards you add with Add step: what each one does and where it fits. Add step groups them differently, but you can search it by name. New to flows? Start with Build your first flow.
Talk to the lead
Send message
Sends the customer one message: your exact words with Message, or words the AI writes from your instructions with AI prompt.
Use it to greet someone, confirm something or share a link. It doesn’t wait for an answer unless you turn on Await Reply, so turn that on when the message asks a question the next card needs answered. Don’t use it to ask for details in front of a Collect fields card, which asks on its own: the customer would get the question twice.
Outcome: sent.
Collect fields
The AI asks for the details you list, such as a name or an email, and saves each answer for later cards. With Read what is there, it reads text the flow already has and asks nothing.
Use it whenever a later step needs those details, such as before a booking or an alert. Connect not collected as well: whatever the customer did give is still saved, so a person can pick it up. See Collect fields.
Outcomes: collected, not collected.
Emails the customer at an address they gave you, such as one a Collect fields card saved. It can attach the meeting the flow booked. Not on the Starter plan.
Use it for confirmations and follow-ups, such as after a booking. Customers often skip the email question, so no email is a normal path. Connect it to something useful.
Outcomes: sent, no email, failed.
Book and hand off
Schedule appointment
The AI offers an available time, agrees on it with the customer and books it on your Send4 Calendar.
Use it when the conversation should end in a meeting. It asks on its own, so it needs no Send message in front of it. A booking only reaches your team by email if you connect Alert in Email mode to scheduled. See Schedule appointment.
Outcomes: scheduled, declined, no availability.
Transfer to human
Pauses the AI on the conversation and tells your team a person needs to answer. It says nothing to the customer.
Use it when a person must reply in this conversation, such as when the customer asks for one or a Collect fields card ends on not collected. Put a Send message in front of it if the customer should know. See Transfer to human.
Outcome: transferred.
Assign member
Assigns the conversation to the next person in Members in the rotation. The AI keeps answering, and the card doesn’t notify the assigned person.
Use it to share conversations across a team, with an Alert or Email card after it to contact them. Put it in front of the Hanna cards too, which follow the person it picks.
Outcomes: assigned, nobody.
Alert
Tells your team something, then carries on. Under How to alert, choose Notification for the app and phone notifications, or Email. Email isn’t on the Starter plan.
Use it when the team needs to know but the customer doesn’t need a person yet, such as for a new lead or a path that went wrong. The AI keeps talking to the customer. For a person to take over, use Transfer to human.
Outcomes: sent; failed is also possible in Email mode.
Logic and timing
Understand intent
The AI reads the customer’s latest message, decides which of the intents you described it matches, and follows that branch. Anything unclear goes to other.
Use it to split a conversation by what the customer wants, such as a price, a booking or a person. It needs a reply to read, so after your own question, turn on Await Reply on the Send message in front of it. Always connect other. You don’t need a branch for STOP, which is handled before any card runs. See How STOP works.
Outcomes: one per intent, plus other.
Conditional
Follows the first branch whose rule matches a value the flow already holds. It uses no AI and sends nothing.
Use it to route on something you already know, such as an option from a Collect fields card or the intent an Understand intent card found. To judge what the customer said in their own words, use Understand intent instead. If no earlier card has saved the value, the flow follows default.
Outcomes: one per branch, plus default.
Business hours
Checks whether the current time falls within your business hours. It uses your workspace’s hours unless you set different hours for this card.
Use it to treat out-of-hours conversations differently, such as a Transfer to human while you’re open and a Collect fields card while you’re closed. It goes by your time zone, not the customer’s.
Outcomes: open, closed.
Wait
Pauses the flow for the time you set, then carries on. A reply from the customer doesn’t cut it short.
Use it for a deliberate gap, such as a follow-up an hour later. It isn’t for chasing a quiet customer: reminders are in the flow’s settings.
Outcome: resumed.
End the flow
Ends this branch and closes the conversation. Turn off Close the conversation to leave it open for a person or another flow. It says nothing to the customer, so sign off with a Send message first.
Use it when a branch is finished on purpose and the flow must go quiet. Without this card, the flow stays open for a few follow-up replies if its last card accepts customer replies. On an email flow that expects replies, leave the conversation open: a reply to a closed one starts a new one.
Outcome: ended.
Other tools
Summarize
The AI writes a summary of the conversation so far and sends the customer nothing. It’s also saved on the conversation page unless you turn off Also save the summary on the conversation page.
Use it right before a card that carries the summary, such as an Alert, with {{ summary.text }} in that card’s text.
Outcome: done.
Send webhook
Posts a JSON body you write to a destination set up under Settings → Integrations → Webhooks. Not on the Starter plan.
Use it to pass details to another tool, such as a CRM, at this point in the flow. sent means queued for delivery, not delivered. See Send webhooks from a flow.
Outcomes: sent, failed.
Create Hanna lead
Creates a lead in your connected Hanna CRM account, given to the person an earlier Assign member card picked. Not on the Starter plan.
Use it to hand a qualified conversation to sales. Without an Assign member card in front of it, the lead is created unassigned. Connect failed to an Alert so a lost lead gets noticed.
Outcomes: created, created · already in Hanna, queued for Hanna, failed.
Create Hanna task
Creates a task in Hanna for the person an earlier Assign member card picked, due a set number of hours later or at the booked meeting. Not on the Starter plan.
Use it after Create Hanna lead, so a salesperson has a follow-up attached to the lead. Without an Assign member card in front of it, it leaves through failed.
Outcomes: created, queued for Hanna, failed.
Put cards together
Three chains that work for most flows:
- Take details and tell the team: Send message → Collect fields → Summarize → Alert → End the flow. Connect not collected to an Alert too.
- Book a meeting: Collect fields → Schedule appointment → Alert in Email mode → Email. Connect no availability to an Alert.
- Route by what they want: Understand intent with one branch per reason, each leading to Collect fields, Schedule appointment or Transfer to human. Connect other to Transfer to human.