Trigger
Starts the flow: a keyword, a button, a new subscriber, a comment on a post, or an event from another system.
Product · Flow Builder
Drag the steps a request has to pass through.
The agent decides what to say. The flow decides what has to happen — which system is called, which field is written, which conversation goes to a person. Every node shows what it will do before you publish.
Trigger
AI Agent step
Condition
External Request
Set Custom Field / Assign Tag
The blocks you build with.
Each node is one decision or one action. You can open any of them and read exactly what it is configured to do.
AI Agent step
Hands the conversation to an agent with its own instructions and knowledge, then continues the flow with what the agent found.
Condition
Branches on an intent, a custom field, a tag, the channel, or the time of day. Two paths, both visible on the canvas.
External Request
Calls your API with typed arguments and saves the response into variables the next nodes can use. Retry and error paths included.
Set Custom Field / Assign Tag
Writes what was learned onto the contact profile so future conversations and broadcasts can use it.
Handover
Assigns the conversation to a team or a teammate, moves it to Pending, and pauses the agent on that conversation.
Build, test, publish, edit again.
Start from a template
28 flows are ready with their keywords, agent instructions and functions. Open one and change what does not match your business.
Wire the steps
Drag nodes on the canvas and connect them. Zoom, fit, and read each node’s settings in the inspector on the side.
Test it on a sandbox
Run the flow against a test number and read the trace of every step before real customers touch it.
Publish and keep editing
The published version keeps serving customers while you edit the draft. Publish again when the change is ready.
The practical ones.
Do I need a developer?
Only for the External Request node when your system has no ready connector. Everything else is dragging nodes and writing instructions in plain language.
Can one flow serve several channels?
Yes. The trigger decides which channels it listens to, and a condition can change the wording per channel where it matters.
What happens if my API is down?
The External Request node has an error path: retry once, then tell the customer honestly and hand the conversation to a person.
Open a template and change three things.
That is usually the whole first day: pick the closest flow, point the external request at your system, and adjust the agent instructions to how you speak to customers.