Flow examples: a rating on close, a menu bot, from the app to an agent

Last updated: 15 November 2026 · 3 min read

Steps

1. 1

   1. A rating when the conversation is closed

   When an agent resolves the conversation, the bot asks for a rating, says thank you once the customer rates, and turns off typing.

   1. “New flow”, “Settings” › “When it starts”: “When the conversation status changes”. “New status”: “Resolved”. “Changed by”: “An agent”.
   2. Steps: “Ask for a rating” → “Message” (“Thank you! If you have a new question, start a new conversation.”) → “Turn off typing”.
   3. “Active”, “Publish”.

   The result: the conversation stays closed and the customer sees the rating card. After the rating the thank-you comes, and the text box is replaced by “Start a new conversation”. Without a rating, the flow waits at the card. The inbox's CSAT survey is not sent; the rating lands in Reports › Customers › CSAT. To also ask when conversations close automatically, choose “Anyone”. If the customer should be able to write, leave out “Turn off typing”.

2. 2

   2. A menu bot

   When a new conversation opens, the bot greets and shows a menu.

   1. “When a conversation starts” trigger.
   2. “Message” (greeting) → “Menu”: “Where is my order?”, “Payment”, “Talk to a person”.
   3. “Where is my order?” → “Question” (order_no) → “Message” (“We are checking order {{order_no}}”).
   4. “Payment” → “Start another flow” → “Payment questions” (a reusable flow).
   5. “Talk to a person” → “Business hours”: in open hours “Hand to agent”, outside them “Message” → “Close conversation”.
   6. Walk the paths in the “Mobile preview”, run “Check”, then “Active” and “Publish”.

   An “Add label” on each branch shows in reports who wanted what. At the end of a long path, a “Main menu” button with “Go to step” helps.

3. 3

   3. From the app to an agent: an order problem

   A “Something is wrong” button on the app's order screen opens a conversation with the order number; the bot asks what happened and hands the conversation to an agent with the details ready.

   1. “App event”, “Event name” order_problem, “Expected data fields” order_id.
   2. “Message”: “What went wrong with order {{data.order_id}}?”, quick replies “It is late”, “Wrong item”.
   3. Then: “Add label”, “Set priority” “High”, “Private note” (“Order: {{data.order_id}}”), “Hand to agent” (its “Team” field: the team that handles orders).
   4. In the app: Clomni.startFlow("order_problem", mapOf("order_id" to order.id), openMessenger = true, source = "order_screen").

   When the agent opens the conversation, the order number is in the note and the problem in the customer's choice.