Flows overview

A flow controls what happens during a customer conversation. You build it by placing actions on a canvas and connecting their routes.

The main parts

• Conversation opened runs when a conversation opens before the customer types.
• Message received handles a customer message when no other action is waiting for an answer.
• Actions send messages, use AI, search data, branch, or call another system.
• Connections decide which action runs next.

The simplest useful flow is:

Message received → Agentic AI

Connect a Send message action to Conversation opened if you also want a welcome message.

How a flow continues

Vivollo follows each connection in order. Some actions complete immediately. Others wait for the customer to answer or choose an option.

A flow stops when it:

• Reaches Resolved
• Hands the conversation to a person
• Reaches an action with no next route

If the customer writes again later, the new message normally enters through Message received.

Variables

Actions can save values such as a name, order number, selected option, or API result. Insert a saved value in a later action with double braces:

Hi {{customer_name}}. Order {{order_id}} is on its way.

Where to go next

1. Build your first flow
2. Add conditions and branches
3. Reuse flows and handle inactivity
4. Send buttons, carousels, and forms

The Actions reference explains every available block.