Conversation Flow Builder

Last updated: November 29, 2025

Conversation Flow Builder

The conversation flow determines how your chat widget greets visitors and guides them to the right support. This is configured in the Live Support section.

Accessing Conversation Flow
  1. Open Bot Studio
  2. Expand the Live Support section
  3. Find the conversation flow settings
Tab ConfigurationTab Label

The name shown on the Live Support tab:

  • Default: "Live Support"
  • Keep it short (max 15 characters)
  • Examples: "Chat", "Help", "Support"
Tab Emoji

The emoji shown next to the tab label:

  • Default: 💬
  • Click to change
  • Popular: 🎧, 👋, 💁, 🤝
Introduction Message

The first message users see when opening Live Support:

Default Message

"Hi there! 👋 How can we help you today?"

Best Practices
  • Be welcoming and friendly
  • Use emojis sparingly
  • Keep it under 100 characters
  • Include a question to prompt response
Examples
  • "Welcome! How can we assist you?"
  • "Hi! What brings you here today?"
  • "Hello! Need help with something?"
Conversation Flow Steps

The flow builder lets you create a multi-step intake process:

Step 1: Name Collection

Ask for the visitor's name:

  • Question: "What's your name?"
  • Input type: Text
  • Required: Yes
Step 2: Email Collection

Ask for contact email:

  • Question: "What's your email?"
  • Input type: Email
  • Required: Yes (for follow-up)
Step 3: Message Collection

Get their initial question:

  • Question: "How can we help?"
  • Input type: Textarea
  • Required: Yes
Routing Message

After collecting info, show a routing message:

Default

"Thanks! Connecting you with our team..."

Purpose
  • Confirms information received
  • Sets expectation for response
  • Transitions to actual support
Premium FeaturesAI Bot Tab (Premium Only)

Configure the AI assistant tab:

AI Tab Label
  • Default: "AI Assistant"
  • Examples: "Ask AI", "Quick Help"
AI Tab Emoji
  • Default: 🤖
  • Popular: 🧠, ⚡, 💡
AI Introduction

First message from AI:

  • Default: "Hi! I'm your AI assistant. Ask me anything!"
  • Explain AI capabilities
  • Set expectations
Flow Preview

Test your flow in the preview:

  1. Click the widget button
  2. Select Live Support tab
  3. Walk through each step
  4. Verify messages appear correctly
Tips for Effective FlowsKeep It Short
  • 2-3 steps maximum
  • Don't ask for too much info
  • Users abandon long forms
Be Clear
  • Use simple language
  • One question per step
  • Clear call-to-action
Mobile Friendly
  • Test on mobile preview
  • Short input fields
  • Large tap targets
Saving Changes

Click Go Live to publish your flow changes.

Next Steps