Build chatbots with Flows
Flows allow you to create chatbot user journeys for your customers when they message channels connected to your workspace.
Create a flow
- Sign into app.cuedesk.com
- Click on the 'Flows' icon on the left hand side
- Click on 'Create a flow'
- Give your flow a name and pick a platform (e.g. WhatsApp)
- Click on the plus button on the canvas to add a step
What are steps?
Steps allow you to specify what happens next in your flow. When creating flows you have different types of steps you can use:
| Step | Description | Channel |
|---|---|---|
| Message | Send a message back to the contact. | All |
| Request phone number | Ask a WhatsApp contact to share their phone number via a contact card, and branch the flow based on whether they share it, decline, reply with something else, or don't respond. | |
| If condition | Direct the contact down a specific conversation path depending on a condition. | All |
| HTTP Request | Make a request to an API to send some data collected during the flow session or to receive information to be used in the flow session. | All |
| Go to | Jump to another step in the flow. | All |
| Delete value | Delete a value that you've created. | All |
| Update contact | Update contact details manually or using a flow property. | WhatsApp, Web Chat, Facebook Messenger |
| Add contact to list | Add contact to an existing contact list. | All |
| Remove contact from list | Remove contact from a prescribed contact list. | All |
| Set value | Save some data into a variable that can be used in other steps. | All |
| Function | Perform advanced formatting on data using JavaScript. | All |
| Create ticket | Create a new Inbox ticket for a human agent to handle. | All |
| Out of office | Set up Out of Office times and messages. | All |
| Transfer | Transfer the conversation to the Inbox. | All |
| Transfer to AI Agent | Transfer conversation to an AI agent. | All |
| Close ticket | Close the ticket in Inbox. | All |
| End conversation | End the conversation. | All |
6. To publish your flow: First, click Save Draft, then click Publish, and finally confirm by clicking Publish again in the pop-up window.
When building a flow, you can include unlimited steps, giving you complete flexibility to design a chatbot experience as long or as short as needed — with as many messages, HTTP calls, and other actions as your use case requires (if chatbot is enabled in your billing).
Error Message Handling:
When adding a Message step in your flow, you’ll see a section titled “Error message for invalid response type.” This allows you to customize the message a client sees if they respond incorrectly - for example, entering text when a number is required. By customizing this message, you can guide the client to respond in the correct format, helping them move forward in the conversation smoothly.