Flows

A Flow contains one trigger, available conditions, and ordered actions. The router processes enabled Flows in their configured order.

Message Flows

The User sends a message trigger uses Intent Classification. A model classifier selects the best eligible Flow when a model is available.

The keyword router provides an offline and error fallback. Both routers use the same candidate filter.

The locked Default behavior Flow remains last. It handles an eligible message when no earlier Flow wins.

Proactive Flows

These triggers do not classify a message:

• On page load
• Time on page
• Chat opens

A proactive Flow has no conditions and contains one Notification action. See Notifications.

Flow order

Place specific message Flows before broad message Flows. The order also controls the built-in Basic Interaction shortcut.

An earlier matching custom Flow can handle a courtesy message before the built-in Basic Interaction Flow.

When Study Mode is on, a Study exercise request goes directly to the Study Mode Flow. Intent classification does not run for that request.

Schedule with business hours

The Schedule condition offers an Absolute window or Business hours. For Business hours, select a named Organization schedule and choose During business hours or Outside business hours. Both choices include the schedule's holidays and timezone. For an absolute window, set the start, optional end and timezone. A new condition starts with the Organization default timezone.

Schedule is a hard gate before Intent Classification. It does not enter the classifier prompt. A published Flow reads business hours live, so an edited holiday applies without republishing. The editor reports a missing schedule. At runtime a missing schedule is unevaluatable, using the existing Any/All rules. A schedule used by an editor Flow or the latest Publication cannot be deleted. The refusal names the Flow. Proactive-trigger Flows still have no conditions.