🔄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.
🔄 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.
🛠️ Core Flow Components
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.
📋 Flow Best Practices
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.
🔥 Example Use Cases
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.
🛟 Need Help?
Follow the step-by-step Flow Building guides inside this documentation.
Contact support@heyoperator.ai 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.
🎯 Next Step
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