Flows
Route messages and proactive events to ordered response actions.
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.