Build a flow

At the end: a draft flow of your own, with the steps your calls follow, the outcomes they record, the inputs they need and the actions they may take. Nobody hears a draft until you publish it.

You need the Builder, Admin or Owner role. A flow's ideas are in Flows; writing questions that get usable answers is in Writing good questions.

Start from the library

1. Open the library

   Go to Flows and choose the Library tab. Each ready-made flow shows how it starts and how it can end.

2. Read one

   Open a flow to see How the call goes, its inputs, how it ends and what it May do in your store.

3. Copy it

   Choose Use this flow. It's copied into your org as a draft and opens in the flow builder.

Or choose New flow on the Flows page, give it a Name and a Call type, and start from a short starter.

Shape it

The flow builder has one tab per part of the flow.

1. Diagram: the steps

   The diagram shows the whole call; the steps are listed under it. Open a step to change it, or choose Add step and pick its kind: Say (a line said word for word), Ask (a question with a typed answer), Read back (checks answers before anything changes), Action (does something in your store) or End (says goodbye and records an outcome). The first step, the disclosure line, can be reworded but not removed. See Steps and scripts.

2. Outcomes

   List how a call can end, such as confirmed or cancelled, and under Allowed actions the only actions this flow's calls may take. Every End step records one outcome. See Answers and outcomes.

3. SOP

   Write what the agent should do when the shopper goes off script or needs a person. It adds to your org's SOP in Settings → SOP.

4. Inputs

   The facts each call needs from your store or a CSV, such as order_id or address, each with a label, a type, Required, and a sample for simulations. Steps use them in braces: {order_id}. See Inputs.

5. Translations

   Under Languages, choose the language a call Starts in, or take it from an input. Below, each line sits beside its translation; turn on Missing only to find the gaps. See Languages and voices.

6. Settings

   Under About this flow, the Name, What it's for and Call type. Under Limits, the Longest call (seconds), Tries per shopper and Minutes between tries. See Schedule and retry.

Changes save to the draft as you go. Anything that would stop the flow publishing is listed above the tabs and marked where it is; select a problem to go to it.

Next stepSimulate a call

Try the draft before anyone hears it.