A shopper messages a store in London about a shirt. A chatbot flow maps out the welcome, the question about collection or delivery and the reply for each choice. Planning these paths helps the business decide what information to ask for, what answer to give and when a person should help.
Chatbot flow
A chatbot flow is a planned sequence of messages, questions and branches that guides a conversation with a bot. The next step depends on the customer's answer or a rule set in advance.
How it works in Kwamle Media
Connect your account and add a welcome
Connect your business's own account through the channel's official login or API, using the permissions it allows. Start from a template or a blank canvas in the visual flow builder, then drag in a Send Message block to welcome customers who contact you.
Ask a question and branch on the answer
Add an Ask Question block, such as "Collection or delivery?", and save the answer. Use a Condition block to send each choice down the relevant branch, so the next message fits the request.
Set replies for routine and open questions
Set fixed replies for familiar requests, such as delivery questions. Replies follow your rules first, then saved answers, then AI. Add an AI Reply block for open questions, following the instructions and brand voice you set.
Let a teammate take over when needed
For a complaint or an unusual request, a teammate can open the conversation in the unified inbox and take over. They can read the history and continue in the same thread. The bot stops replying in that chat while the person answers.
Common questions
What does chatbot flow mean?
The flow is the plan for a conversation: what the bot says, what it asks and what happens after each answer. A single bot may use different paths for product questions and support requests.
Does a chatbot flow need AI?
No. A flow can use fixed messages, choices and rules. AI can help with questions phrased in different ways, but the conversation still needs a clear purpose and a way to reach a person.
Does every customer follow the same steps?
No. Branches let a conversation follow different paths. Someone choosing collection may need pickup instructions, while someone choosing delivery may be asked for their area.
What should happen when an answer does not fit?
Plan a fallback that asks the customer to clarify or offers help from a person. Check the flow with ordinary questions and unexpected replies so people are not sent around the same steps.
Related solutions
Read on the blog
A Messenger bot for a small online store: dos and don'ts
Put these ideas into practice
Create a Kwamle Media account to get started.