Build your first flow
Create a simple support flow with a greeting, AI answers, and human handoff.
This guide creates a simple flow that greets visitors, answers their messages, and hands difficult requests to your team.
1. Create the flow
Open Flows and create a new flow. The canvas already contains Conversation opened and Message received.
- Conversation opened runs before the customer types.
- Message received runs when the customer sends a message.
2. Add a welcome message
Connect Send message to Conversation opened and enter a short greeting:
Hi! I can help with products, orders, and returns. What do you need?You can add a variable such as {{customer_name}}. Turn on Auto-translate if
the same flow serves customers in different languages.
Some channels begin only after the customer sends a message. In that case Conversation opened is skipped and Message received handles it.
3. Answer customer messages
Connect Agentic AI to Message received, then select the assistant and the knowledge it can use.
The assistant can now understand the message, search connected collections, use available tools, and decide when a person is needed.
4. Let it hand over
The assistant asks for a person on its own when it should not answer. Open the assistant and list the topics that always go to someone under Always hand over — refunds above a limit, a damaged parcel, anything you would rather a person said.
The conversation then appears in Messages with its full history and the reason it was handed over. See Live handoff.
5. Test and publish
Save the flow and use the preview or website widget. Test:
- A question covered by your knowledge
- A product or order lookup
- “I want to speak to a person”
If the assistant does not answer, confirm that Agentic AI is connected to Message received. If the answer is wrong, check its instructions and connected knowledge. Publish the flow after the tests pass.