🔄Flows Overview

Operator AI Flows let you design smart, automated conversations that guide users, capture leads, resolve issues, and drive action — all without human intervention.

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🔄 What Are Flows?

Flows are visual, step-by-step conversation maps inside Operator AI that:

• Guide users through lead capture, booking, support triage, FAQs, and more.

• Automate user journeys across Web Chat, SMS, WhatsApp, Instagram, and other channels.

• Trigger based on user actions, keywords, inactivity, or Automations.

✅ Think of Flows as building blocks for customer engagement.

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🛠️ Core Flow Components

Component	Purpose
Triggers	Define how and when a Flow starts (e.g., new conversation, keyword, time delay).
Messages	Deliver text, images, buttons, or quick replies to users.
Forms	Capture user details like name, email, phone number.
Branching Logic	Guide users based on their choices (e.g., "Are you a new or existing customer?").
Agent Handoff	Escalate conversations to live agents at any point.
Fallbacks	Define what happens if the user goes off-script or provides unexpected inputs.

✅ Modular components allow powerful, flexible journey design.

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📋 Flow Best Practices

Tip	Why It Matters
Keep Flows short and focused	Users complete shorter journeys more often.
Use quick replies and buttons generously	Makes choices easier for users.
Always offer a fallback or "Need help?" option	Prevents users from feeling stuck.
Test every branch of your Flow manually	Catch dead-ends or confusing logic early.
Personalize Flows per channel if needed	Tone and journey structure may differ across SMS, Web, or Instagram.

✅ Great Flows = higher engagement + better outcomes.

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🔥 Example Use Cases

Use Case	Example Flow
Lead Capture	Greet visitors → Ask qualifying questions → Collect email and phone number.
Appointment Booking	Offer available slots → Confirm details → Send reminder via WhatsApp or Email.
Support Triage	Ask "What can we help you with?" → Route based on department/topic → Solve or escalate.
Customer Onboarding	New signup → Share helpful links, videos, resources automatically.
Feedback Collection	After conversation closure → Trigger a survey or review request automatically.

✅ Flows power every key interaction from prospect to customer success.

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🛟 Need Help?

• Follow the step-by-step Flow Building guides inside this documentation.

• Contact [e-mail] if you want help designing your first Flows.

• Your Success Manager can also review your Flows for optimization ideas.

✅ We're here to help you build conversations that convert.

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🎯 Next Step

👉 Continue to Building Your Knowledge Base →