Build the flow, then test it.
Try it on yourself before a real customer ever sees it.
A flow builder lets a business describe an automated response as a diagram: when this happens, do these things, and branch if a condition is met. It replaces the scripts a developer would otherwise write, and its value depends on being able to see what a flow will do before customers experience it.
- Drag steps onto a canvas and connect them
- Send, wait, branch, assign, tag and update the contact
- Simulate a flow before it goes live
- Starter templates for common jobs
How it works.
- 01
Pick a trigger
Decide what starts the flow: an inbound conversation, a lifecycle change, a tag, or a recorded customer event.
- 02
Lay out the steps
Place steps on the canvas and connect them. Positions are saved with the flow, so it looks the same to whoever opens it next.
- 03
Simulate it
Run the flow against test input and read what it would do, step by step, without a single message reaching a customer.
- 04
Turn it on
Activate the flow. Any message it sends goes through the same consent, window, approval and audit path as a message a person sends.
Steps that do real work
A flow is only useful if it can change something. The step set covers messaging, state and data, not just replies.
- Send a message on the customer's channel
- Wait for a period, or branch on a condition
- Set a lifecycle stage, assign an owner, add an internal comment
- Set a contact attribute or create a linked record
- Hand the step to the AI with a goal to accomplish
Rehearse before you ship
Simulation is the difference between a flow you believe in and a flow you hope about. It runs the logic and reports the path without sending anything.
- Dry run against test input
- Step by step path reported
- No customer contact during a simulation
Templates for the common shapes
A library of starting points covers the jobs most businesses automate first, so a flow starts from a working structure.
- Order status replies
- Follow-up on an unpaid order
- Win-back for lapsed customers
- Cash on delivery order confirmation
- Feedback requests after a resolution
The same guardrails as everything else
An automated send is still a send. It passes the same consent, suppression, window, duplicate and audit checks as a message typed by a person.
- Consent and suppression screened per recipient
- The reply window checked before a send is attempted
- The message you approved is the message that sends
- Every automated send in the audit record
Scheduled and recurring runs
Flows react to events. Campaigns cover the calendar side with scheduled and recurring sends, including per recipient timezone.
- Scheduled and recurring campaigns with an end condition
- Per recipient timezone for a local send time
- Segments shared between flows and campaigns
What it does not do.
Cart abandonment flows need your store connected, so the event has somewhere to come from.
Templates for win-back and reactivation start from a segment you choose. They do not fire on their own.
A flow can propose and send messages. It cannot take a payment or change an order in an external system.
Common questions
Do I need to write code?
- No. Flows are built by placing steps on a canvas and connecting them, and the layout is saved with the flow.
Can I test before customers see it?
- Yes. A simulation runs the flow against test input and reports what it would do without sending any message.
What can a flow change?
- It can send a message, wait, branch on a condition, set a lifecycle stage, assign an owner, add an internal comment, set an attribute or create a record.
What starts a flow?
- Trigger rules on the flow: an inbound conversation, a lifecycle change, a tag, or a recorded customer event.
Can a flow ask the AI to handle a step?
- Yes. A step can hand the conversation to the agent with a goal, and the agent answers from your knowledge base and records as normal.
Do automated messages respect opt-outs?
- Yes. They pass the same consent, suppression and conversation window checks as any other outbound message.
What is the difference between a flow and a sequence?
- A sequence is a timed series of messages with exit rules. A flow is a branching set of steps that can also change records and assign work.
Can I start from a template?
- Yes. A library of starting points covers common jobs like order status, unpaid order follow-up and win-back.
The reason a customer comes back a second time.