Flow step handbook

What it does

Sends your text, then carries straight on. Several Messages in a row arrive as one reply bubble.

Use it for

Answers to simple questions, an explanation before a question, a disclaimer.

Links out

Then

Settings

The text, up to 2,000 characters. It can include saved answers, like {{ phone }}, and filters, like {{ amount | format_amount:2 }}.

Leave Then empty and the task is finished. The next message the visitor sends is matched against your intents again.

"hours": {
  "type": "message",
  "text": "We're open 9am to 5pm, Monday to Friday.",
  "next": "menu"
}

What it does

Asks a question and shows up to 6 buttons. Each button has its own link. The visitor can press one, type its label, or type one of its keywords.

Use it for

Menus, and any question with a short, fixed set of answers.

Links out

One per buttonNo match

Settings

• Question, and button labels (up to 40 characters each).
• Keywords per button, so “agent” can count as Talk to a person.
• Save the choice as a variable (optional).
• Retry text and attempts (2 by default, up to 5) before taking No match.

On email, where buttons can’t be shown, the agent sends a numbered list and accepts the number as the answer.

"menu": {
  "type": "choice",
  "prompt": "Hi! What can I help you with?",
  "options": [
    { "label": "Opening hours", "next": "hours" },
    { "label": "Talk to a person", "keywords": ["agent"], "next": "to_human" }
  ],
  "on_fail": "to_human"
}

What it does

Asks for one piece of information, checks it, and saves it under a name you choose. If it doesn't fit, it explains and asks again.

Use it for

Phone numbers, emails, dates, amounts, order references, choosing a card from a list your system sent back.

Links out

Got itSkippedGave up

What it accepts

• Any text, with a minimum and maximum length.
• A number or an amount of money, with optional limits.
• An email address or a phone number.
• A date: day-first or month-first, past and future allowed or not.
• Yes or no.
• One of a list (buttons you write), or one of a list from a variable, such as the cards an API call returned (up to 6 shown).
• Text matching a pattern, such as ACC-\d{6}.

Settings

• Optional adds a Skip button and the Skipped link.
• An answer the visitor already gave isn’t asked for again, unless you tick Ask even if it’s already answered.
• Retry text and attempts, as for Buttons.

Saved answers are reusable. After slot: "phone", any later text can say {{ phone }}.

"ask_phone": {
  "type": "collect",
  "slot": "phone",
  "prompt": "Sure. Which number should we call?",
  "entity": { "kind": "phone" },
  "ask_again": true,
  "next": "confirm_call",
  "on_fail": "to_human"
}

What it does

Reads something back and asks yes or no. Yes and No each have their own link.

Use it for

Right before anything that changes something: freezing a card, booking a call, cancelling an order.

Links out

YesNoNo answer

Settings

The question, the two button labels (rename them, e.g. Freeze it / Keep it), and attempts.

Link No back to the question that collected the detail, so the visitor can correct it rather than start over.

"confirm_call": {
  "type": "confirm",
  "prompt": "We'll call you on {{ phone }}. Is that right?",
  "yes": "call_booked",
  "no": "ask_phone",
  "on_fail": "to_human"
}

What it does

Checks rules in order and follows the first one that’s true. If none are, it follows Otherwise.

Use it for

Checking what an API call returned ("is the card already frozen?"), or comparing an answer against a limit.

Links out

One per ruleOtherwise

Comparisons

is, is not, is less than, is at most, is more than, is at least, is one of, is not one of, contains, is set, is not set. A rule can combine several checks with all of or any of.

Order matters. Put the most specific rule first, because the first match wins. Nested groups and “not” can be written in the JSON view.

"check_balance": {
  "type": "condition",
  "branches": [
    { "when": { "var": "balance", "op": "lt", "value": 100 }, "next": "low_balance" }
  ],
  "else": "show_balance"
}

What it does

Looks at one variable and follows the link for its value (capital letters don’t matter). Any other value follows Otherwise.

Use it for

Routing on a plan, a country, an order status: one value, many destinations.

Links out

= each valueOtherwise

Settings

The variable, and up to 30 values, each with its own link.

Switch or Condition? Use Switch when you’re asking “which value is it?”. Use Condition when you’re asking “is this true?” or comparing sizes.

"route_status": {
  "type": "switch",
  "var": "order_status",
  "cases": { "shipped": "track", "processing": "be_patient" },
  "default": "to_human"
}

What it does

Follows First time the first time a conversation reaches it, and Every time after from then on.

Use it for

A welcome, a privacy notice or a tip that shouldn't repeat every time the visitor comes back to the menu.

Links out

First timeEvery time after

Settings

None besides the two links. It remembers per conversation.

"greet": {
  "type": "once",
  "first": "welcome",
  "after": "menu"
}

What it does

Saves values into variables, or clears them, then carries on.

Use it for

Tidying an answer ({{ name | title }}), building a value from others, or clearing old answers before asking again.

Links out

Then

Settings

Up to 30 values to set and 30 to clear. Filters: upper, lower, trim, title, round:N, format_amount:N, format_date:FORMAT, mask, truncate:N, default:TEXT.

Lists stay lists. A value that is exactly one variable, like {{ cards }}, keeps its type instead of becoming text.

"tidy_up": {
  "type": "set_variable",
  "set": { "total": "{{ amount | round:2 }}" },
  "clear": ["card"],
  "next": "confirm_pay"
}

What it does

Calls one of your systems over HTTPS, saves fields from the reply into variables, and follows a link based on how it went.

Use it for

Looking up an order, listing a customer's cards, freezing a card, creating a ticket or a booking.

Links out

One per ruleSuccessError

Settings

• A saved tool from Settings → Tools, or a request written here: method, URL, query, headers and a JSON body.
• Save maps reply fields to variables, e.g. $.status or $.cards.
• Rules can test the status code and reply fields before Success.
• API keys go in Secrets and are used in headers only, as {{ secret.NAME }}.

Safety rules

HTTPS only, public addresses only, no redirects, at most 10 seconds and 1 MB. Any non-2xx reply, timeout or blocked address takes Error. Each call counts toward your monthly tool calls.

Always link Error to something kind, like an apology and a handoff. Systems go down; the visitor shouldn’t be stuck when they do.

"lookup": {
  "type": "http",
  "request": {
    "method": "GET",
    "url": "https://api.example.com/orders/{{ order_id }}",
    "headers": { "Authorization": "Bearer {{ secret.shop_key }}" }
  },
  "save": { "order_status": "$.status" },
  "next": "route_status",
  "on_error": "api_down"
}

What it does

Continues only if your website has told Flexaura who the logged-in visitor is, with a signed token. Anonymous visitors take Not verified.

Use it for

The step before anything that reads or changes the visitor's own account.

Links out

VerifiedNot verified

Settings

None. It needs Verified visitors set up on the flow page (see Verify who the visitor is). After it, text can use {{ user.name }}, {{ user.email }} and {{ user.id }}.

Publishing checks this for you. An API call that sends {{ user.* }} must come after a Verified only step on every path, or the flow won’t publish.

"must_log_in": {
  "type": "require_identity",
  "next": "list_cards",
  "on_fail": "please_log_in"
}

What it does

Emails up to 5 people on your team, then carries on. The visitor isn't kept waiting and doesn't see it.

Use it for

Callback requests, new claims or leads, an order someone needs to check by hand: anything a person should act on after the chat.

Links out

Then

Settings

• Send to: 1–5 fixed addresses. Visitors can never change who gets the email.
• Subject and Message: plain text with saved answers, e.g. Callback request: {{ phone }}. A link to the conversation is added at the bottom.

Limits

At most 3 emails per conversation. Each one counts as a tool call; after the monthly limit the email is skipped and the flow carries on.

Handoff email or this? The handoff email tells your team a visitor is waiting in the chat now. Notify by email is for work after the chat, while the agent carries on by itself.

"tell_team": {
  "type": "notify_email",
  "to": ["callbacks@acme.com"],
  "subject": "Callback request: {{ phone }}",
  "body": "Please call {{ phone }} within one working day.",
  "next": "call_booked"
}

What it does

Records that this conversation reached an outcome you care about, then carries on. Visitors don't see it.

Use it for

The moment a task succeeds: right before the End step of "freeze a card" or "book a callback".

Links out

Then

Settings

A goal id such as callback_booked, and an optional name for reports. Steps with the same id count as one goal, and a conversation counts once however often it gets there.

Mark the success, not the attempt. Put it after the API call’s Success link, so failed attempts don’t count.

"booked": {
  "type": "mark_goal",
  "goal": "callback_booked",
  "label": "Callback booked",
  "next": "tell_team"
}

What it does

The agent's AI writes one reply, using its prompt, its knowledge base and the conversation so far, and the flow moves straight on. The AI doesn't ask the visitor anything here.

Use it for

Questions whose answer lives in your documents and differs from visitor to visitor: explaining fees, a policy, a product, or what happens next after a task.

Links out

Then

Settings

What should the AI answer?, up to 1,000 characters, e.g. “Explain our delivery fees from the knowledge base.” It can include saved answers like {{ plan }}, which are sent to the AI. Secrets can’t be used here.

If it fails

If the AI can't be reached, or its reply is flagged by moderation, the step says nothing and the flow carries on. Nothing is handed off.

Cost

The reply is priced by the agent's model, like any AI-written reply, instead of the flow's 1 credit.

Keep exact wording in Message steps. Use AI answer only where an answer in the AI’s own words is fine. Disclaimers, prices you’ve agreed and anything legal belong in a Message, word for word. Saved tests show [AI answer] in place of the reply and never call the AI.

"explain_fees": {
  "type": "llm_answer",
  "instruction": "Explain our delivery fees from the knowledge base.",
  "next": "anything_else"
}

What it does

Jumps to a step, or to the start of an intent (main flow only).

Use it for

"Anything else?" loops back to the menu, or sending a visitor from one task into another.

Links out

Go toIntent: name

Settings

Exactly one target: a step or an intent.

Loops are fine as long as they pass through a question. Publishing blocks a loop that never waits for the visitor.

"back_to_menu": { "type": "goto", "to": "menu" }
"start_freeze": { "type": "goto", "to_intent": "freeze_card" }

What it does

Runs a separate, reusable piece of flow, then returns and continues at When it’s done.

Use it for

Anything you'd otherwise build twice, such as checking a date of birth before both freezing a card and changing an address.

Links out

When it's done

Settings

• Which sub-flow to run. Each sub-flow has its own tab on the canvas.
• Inputs: values handed in, e.g. card_label ← {{ card.label }}.
• Outputs: values handed back, saved under a name in this flow.

A sub-flow keeps to itself. It sees only the inputs you pass it, and only the outputs you map come back. An End step inside it returns to the caller.

"verify": {
  "type": "run_subflow",
  "subflow": "verify_dob",
  "inputs": { "card_label": "{{ card.label }}" },
  "outputs": { "verified": "dob_ok" },
  "next": "check_verified"
}

What it does

Sends an optional message, then passes the conversation to your team. From then on the agent stays quiet until someone clicks Return to bot in Conversations.

Use it for

“Talk to a person”, every No match, Gave up and Error link, and anything the script shouldn’t handle.

Links out

None: the conversation is with your team now

Settings

• Message (optional): what the visitor is told, e.g. “I’m passing you to our team. Someone will reply here shortly.”
• Reason: shown to your team in Conversations (“Handed to your team: …”) and in the handoff email, never to the visitor.

Set the Handoff email on the flow page so someone actually hears about it. The email includes the reason, recent messages and the answers the flow collected.

"to_human": {
  "type": "handoff",
  "message": "I'm passing you to our team. Someone will reply here shortly.",
  "reason": "Visitor asked for a person"
}

What it does

Sends an optional last message and finishes the task. The visitor can still start another one.

Use it for

The happy ending of every task: "Your card is frozen", "We'll call you within one working day".

Links out

None: the task is over

Settings

Last message (optional), and Mark the conversation resolved (main flow only). Inside a sub-flow, End returns to the step after Sub-flow instead.

"call_booked": {
  "type": "end",
  "message": "Thanks! We'll call you within one working day.",
  "resolve": true
}