Build chatbots with Flows

Last updated on Jun 24, 2025

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:

Message - Send a message back to the contact who has initiated the conversation.
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
Create ticket - Create a new Live Chat ticket for an agent to handle
Update ticket - Update an existing Live Chat ticket with more information
Transfer - Transfer the conversation to the Live Chat inbox
Set value - Save some data into a variable that can be used in other steps.
Delete value - Delete a value that you've created
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.

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