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AI Flow step

Let an AI flow answer the customer from this point in your chatbot, and build that flow without leaving the chatbot.

What it does#

The AI Flow step hands the conversation to one of your AI flows. From here on, the AI answers the customer's messages: it uses your knowledge, follows your instructions and can call tools.

A common setup: a few chatbot steps to greet the customer and ask their name, then an AI Flow step to answer any question.

This step is the only way an AI flow reaches customers: an AI flow has no chat link or website widget of its own.

Create a new AI flow from the step#

  1. 1

    Add the step

    Drag AI Flow from the Tools group in the Steps panel onto the canvas, and connect the step before it.

  2. 2

    Create the flow

    Click the step. Under Which AI flow answers here, keep Create a new AI flow (recommended) and click Create and open.

  3. 3

    Build it

    The AI flow opens over your chatbot. Click its name to rename it, then set it up as described in AI Flows. The gear opens AI settings. Your changes save as you go.

  4. 4

    Test it

    Click Preview in the chatbot. While the AI flow is open, choose Whole chatbot to run the chatbot until it reaches the AI step, or This AI flow only.

  5. 5

    Close or minimize

    Click Minimize to look at the canvas and come back from the chip at the bottom, or Close when you're done.

  6. 6

    Publish

    Publish the chatbot. Changes to the AI flow go live together with it.

Use an existing AI flow#

  1. 1

    Choose Use an existing AI flow

    In the step, select Use an existing AI flow.

  2. 2

    Pick the flow

    Search by name. Each flow shows where it's already used, for example Used in 2 chatbots or Not used in a chatbot yet.

  3. 3

    Open or change it later

    Click Open to edit it over the chatbot (or double-click the step on the canvas), or Change to pick a different flow.

From the AI flow instead: open the flow and click Use in a chatbot. Add next to a chatbot opens it with an AI Flow step on that flow already placed, not connected yet; Create chatbot makes a new draft chatbot around the flow. See Use it in a chatbot.

Continue the chatbot after the AI#

By default the customer stays with the AI. To move on to chatbot steps, for example after the AI has collected a booking request, add an Exit to the AI flow. Each exit shows up under Exits in the step and as an output on the canvas. Connect it to the step that should come next.

Messages#

Click the step and open Messages at the bottom of its settings to change what the bot says on its own here. Messages has When an AI answer fails: what the customer gets instead of an error (they never see the error itself).

Each field shows the default in grey. Leave it empty to keep the default, or write your own: it applies to every AI Flow step in this chatbot and goes live with Publish. Use for all my chatbots makes it the text for all your chatbots (account owner or admin). More texts are in Settings > System messages.

Example#

A clinic's chatbot asks What's your name? in a Text step, then connects to an AI Flow step linked to Blue Clinic Assistant, which knows the opening hours and services. The customer writes Do you do teeth whitening on Fridays? and the AI answers in the same chat.

In the step's Phone preview tab you'll see Handed to Blue Clinic Assistant.

Common mistakes#

  • The AI answers jokes or questions that have nothing to do with your business. Open the flow, click the gear (AI settings) and turn on Stay on topic. New AI flows start with it on.
  • "Connect a step into this one and choose an AI flow." Connect the step before it, and create or pick a flow.
  • "The AI flow this step used was deleted." Create a new one or choose another in the step.
  • "Your plan's AI flow limit is reached". Choose an existing AI flow, delete one you don't use on the AI Flows page, or upgrade. The Free plan includes 1 AI flow.
  • An OpenAI assistant doesn't open over the chatbot. Assistants are edited on the AI Flows page: click Open on the AI Flows page.
  • The test uses old changes. Tests use the saved flow. Wait a moment after editing, then start a new test.
  • The customer never gets back to the chatbot. The AI flow has no exit, or the exit isn't connected (it shows Not connected under Exits). Connect it on the canvas.