Build an answer flow for the messenger

An answer flow is what the messenger bot does before an agent joins: send messages, offer options, ask for details, suggest help centre articles and hand over. Without a flow, the messenger greets the customer, asks for their name and hands over to an agent.

Create a flow

1. Open Admin Center, Channels, Messenger and choose Answer flows.
2. Choose New flow and give it a Flow name.
3. Add steps with Add step. Each step has a type, and Then says which step comes next.
4. Choose Save draft as you go.

Step types

• Send message: a text from the bot.
• Present options: buttons the customer picks from. Each option leads to its own next step.
• Ask for details: a small form. Choose Save to for each field: the customer’s name or email, the ticket subject, a tag or a ticket field. Transcript only keeps the answer in the conversation.
• Show help-centre articles: suggests articles that match what the customer typed. Set Articles to show and the step for When nothing matches.
• Was this helpful?: a yes or no question with a next step for each answer.
• Set tags and fields: adds tags and sets ticket fields on the conversation.
• Transfer to agent: hands over to an agent, optionally to a specific Group.
• End: ends the flow.

Test it

The Preview runs the draft as a customer would see it. Nothing is saved and no ticket is created. Choose Restart to try again.

Publish and use it

1. Choose Publish. New conversations use the published version. Later edits show Unpublished changes until you publish again.
2. Open the brand’s messenger with Edit settings, and under Answer flow and routing pick the flow. Set Route hand-offs to group, or leave Decided by triggers.

If you delete a flow, messengers that used it fall back to the default flow.

Related

• Set up the web messenger
• Identify signed-in users in the messenger