Flows
PreviewA flow is the call you design once and run many times. It fixes the script, the answers, the outcomes and the actions.
A flow is a reusable call. You design it once, for example "verify a high-value COD order", and RowCall runs it for every order that needs it. The flow decides what the assistant says and asks, what it records, what it may do, and how the call can end.
What a flow holds
| Part | What it is | Example: Order verification |
|---|---|---|
| Call type | Transactional or service. Decides the consent a call needs | Transactional |
| Inputs | Typed details sent with each run | Name, order number, items, total, delivery address |
| Steps | The script, one step at a time | Disclose, check it's a good time, read the order back, confirm the address, act, say goodbye |
| Answers | Typed values the call captures | Good time, placed the order, address correct, new address |
| Outcomes | How a call can end | Confirmed, address changed, cancelled, needs the team |
| Actions | What the call may ask your systems to do | Get order, confirm order, update delivery address, cancel order |
| Languages | Which languages it speaks, and where it starts | Hindi and English, starting in the shopper's language |
| SOP | What the agent does off the path, added to your org's SOP | Nothing is charged for a COD order the shopper didn't place |
| Limits | Maximum length and retries | 4 minutes; 2 attempts, an hour apart |
A flow doesn't decide when it runs: your store, your platform or your team starts a run for one shopper, by API, from a CSV or by hand. See Start a call.
Where flows come from
- The flow library. RowCall ships ready-made flows for ecommerce: order verification, live checkout help, checkout recovery, delivery slots, failed delivery rescue and return-intent save. Copy one into your org and use it as it is or change it. See Flows you can run.
- Your own. Build a flow from scratch in the flow builder when none of the library flows fits. See Build a flow.
Drafts, versions and publishing
A flow you are editing is a draft. Calls only run published versions. When you publish, RowCall saves a numbered version; calls already running keep the version they started with, and new calls use the new one. You can see which version each call used. See Publish and version.
A flow must pass at least one simulation before it can be published. See Simulate a call.
What a flow can't do
- It can't drop the disclosure line.
- It can't ask for card numbers, OTPs or passwords.
- A flow can't include offers or promotions. That would make it a promotional call, which RowCall doesn't place. See Call types and consent.
- It can't use an action that isn't on its allowed list.
- It can't skip, reorder or invent steps during a call. See How the agent follows a flow.
How a flow moves through a call.