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How-to guideChatbot and AI

Build a bot flow

Walk customers through a conversation step by step, like checking an order or booking a fitting.

15 minutesOwners and adminsUpdated

A flow is a series of steps the bot runs when a customer’s message contains one of its trigger words. Flows go first: before keyword replies and AI answers.

Before you start

Section titled “Before you start”
  • Owner, admin or manager role in Soosh

Create the flow

Section titled “Create the flow”

  1. Go to Automation > Bot flows and click Create flow.

  2. In Name, enter what it does, like Order status.

  3. With no step selected, the panel on the right shows Flow settings. In Trigger keywords, enter the words that start it, separated by commas, like order, track, where is my.

  4. Under Add node, click a kind of step to add it. The first one is joined to Start for you.

  5. Click a step to set it up in the panel on the right.

  6. Join steps by dragging from the dot under one step to the next step.

  7. Click Save flow.

    Open in Soosh

The kinds of step

Section titled “The kinds of step”
  • Text: sends a message. Set Expected response to wait for the customer’s answer and save it, like an order number, with Store response as.
  • Buttons: a message with up to 10 reply buttons; each button leads to its own next step. Or link and phone buttons.
  • API: asks your system, like your order system, and saves parts of the answer.
  • WA Flow: sends a WhatsApp form.
  • Transfer: hands the chat to a team, or the general queue, with a message to the customer and a note for agents.
  • Condition: goes one way or another, depending on what was saved.
  • Timing: goes one way in opening hours, another outside them.
  • Go to Flow: carries on in another flow.
  • End: ends the flow, with an optional last message.

In any message, {{contact_name}} and the names you saved, like {{order_number}}, are filled in.

Try it

Section titled “Try it”

Click Preview, then start the preview. A phone shows the conversation, and you answer as the customer. For API steps you enter what your system would answer.

Result

Section titled “Result”

With Enabled on, the flow runs for every new message that contains a trigger word. Turn a flow on or off from the Bot flows list, too.

Section titled “Related”