Build your first auto-reply flow

The idea

A flow is an automatic sequence that runs when a customer messages you: a welcome message, questions that collect details (name, interest, student age…), conditions that branch the path, and finally a handoff to an agent.

Steps

1. From the sidebar: Automation → Flows → New Flow.
2. Pick the trigger: first message from a new customer (or a keyword).
3. Add a Message block to greet, then Collect Input blocks — every answer is stored in a variable you can reuse later as {{name}}.
4. Add a Condition block to branch (e.g., if they typed “prices” go to the pricing path). The first child under a condition is the “yes” path, the second is “no”.
5. Finish with Transfer to agent/team — everything the flow collected appears to the agent in the transfer note.

Tips

• Use the Test button before activating.
• If the customer replies while an agent holds the conversation, a started flow still continues to its end.
• Start simple (welcome + two questions + transfer) and iterate.