Build a flow (menu bot) for web chat

Last updated: 13 October 2026 · 7 min read

Steps

1. 1

   Open the Flows page

   In the left menu, open Campaigns › Flows and click “New flow”. The builder takes the whole screen and the app's menu steps aside. The first step (“Message”) is already on the canvas. The trigger card to its left shows when the flow starts.

2. 2

   Choose a name and an inbox

   At the top, replace “Untitled flow” with the flow's name. From the list next to it, choose the inbox. The list shows inboxes that do not have a flow yet, and mobile app inboxes. If every inbox has one, it says “Every inbox already has a flow”. To put the flow in a folder, or to choose when it starts in the mobile app, click the “Settings” button at the top right.

3. 3

   Write the first message

   Click the “Message” step on the canvas, and its panel opens on the right. Write the greeting. With “Content blocks” you can add text, images, cards and carousels: each block is sent as a separate message, one after another. The “Bold” and “Link” buttons under the text field make a word bold and add a link.

4. 4

   Add a step

   Click “+ Step” in the top left corner of the canvas. Steps come in five groups: Message, Question, Logic, Action, Hand over. Each one says what it does, and you can find a step by name in “Find a step”. For example, choose “Menu”. On the right, write the question in the “Message” field and the text of each button in “Buttons”, and click “Add”. On the card, each button gets its own outlet.

5. 5

   Connect the steps

   Drag a line from a step's outlet and drop it on the next step. If you drop the line on empty space, “Choose the next step” opens and the new step is created right there. Connect each menu button to its own step. To delete a line, click it and press the × button or Delete. More on working with the canvas: “The flow builder: canvas, Paths view and versions”.

6. 6

   Hand over to an agent at the end

   Put a “Hand to agent” step at the end of a branch. In the “Message before handing over” field, write something like “An agent will be with you shortly”. The bot stops here and the conversation waits for an agent. The card shows an “End” badge.

7. 7

   Publish

   In the status list at the top, choose “Active” and click “Publish”. When “Published” appears, visitors see the flow. You can keep unfinished work with “Save draft”. To test it, open the live chat on your website and write to it yourself. A published flow later opens in “Viewing” mode. To change it, click “Edit”.