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
Message	Send a message back to the contact.
If condition	Direct the contact down a specific conversation path depending on a condition.
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.
Go to	Jump to another step in the flow.
Delete value	Delete a value that you've created.
Update contact	Update contact details manually or using a flow property.
Add contact to list	Add contact to an existing contact list.
Remove contact from list	Remove contact from a prescribed contact list.
Set value	Save some data into a variable that can be used in other steps.
Function	Perform advanced formatting on data using JavaScript.
Create ticket	Create a new Inbox ticket for a human agent to handle.
Out of office	Set up Out of Office times and messages.
Transfer	Transfer the conversation to the Inbox.
Transfer to AI Agent	Transfer conversation to an AI agent.
Close ticket	Close the ticket in Inbox.
End conversation	End the conversation.

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.

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Note: Remember to test your changes.

You might find these user guides helpful: