The Clomni AI step in a flow and its four exits

Last updated: 2 November 2026 · 6 min read

Steps

1. 1

   Settings

   • “Agent”: one of the agents in Clomni AI. Without one the flow does not publish. With no agents: “There is no Clomni AI agent yet. Create one in Clomni AI.”
   • “What to do at this step”: optional, up to 500 characters, for this step only. For example “ask which product they want and their phone number”.
   • “AI writes first”: if the customer has not written yet, the AI writes the first message itself as soon as the step starts.
   • “If the customer stops writing”: “10 minutes”, “1 hour”, “1 day” (1 hour by default). After that, the “No reply” exit runs.
   • “Number of replies”: “No limit” or a number up to 50. After that many replies the “Done” exit runs.
2. 2

   The four exits

   • “Done”: the conversation was resolved or snoozed, or the replies ran out.
   • “Needs a person”: the AI handed the conversation to a person, or could not take it at all.
   • “Doesn't know”: the AI found no answer in its knowledge. Once per step. Left empty, the AI keeps talking.
   • “No reply”: the customer wrote nothing for the chosen time.

   An exit with nothing connected ends the flow; the conversation stays as it is.

3. 3

   While the step runs

   • The conversation becomes “Pending”, and in the mobile app the text box opens.
   • If the customer's last message is unanswered, the AI answers at once; otherwise when the customer writes.
   • When an agent writes in the conversation, the AI and the flow stop.
   • The AI's replies use Clomni AI credit.
   • The mobile preview stops at this step and does not show the AI's replies.
4. 4

   When the AI cannot work

   If the agent was deleted or the AI credit has run out, the conversation goes straight to the team (“Open”) and the flow goes on from “Needs a person”. “Check” says so in advance: “The chosen Clomni AI agent cannot answer. The conversation will go straight to the team.”

5. 5

   Do you need a flow

   An agent does not need a flow to work in a channel: in Clomni AI › AI agents, switch the channel on in the agent's “Where it works” page. The agent hands over, closes and follows up on its own, as its skills allow. The “Clomni AI” step is for a flow with other steps before the AI, a menu or a question for example. In a conversation a flow is in, the channel's agent waits until the flow ends.

6. 6

   The older “Hand to AI agent”

   “Hand to AI agent” is no longer in the “+ Step” menu. If an older flow still has it, it works as before: it gives the conversation to the inbox's AI assistant and the flow ends there.