Feature Availability: One Professional | One Enterprise | One AI

Chat Flows is part of the Calculus AI Add-on.

Limits:

• Question variants - 5
• Quick Replies - 10
• Blocks - 100
• Number of flows - 3

Introduction

Want to design custom conversation (chat) flows for your Livechat feature but not skilled at writing code? 

Vtiger’s Chatflows feature enables you to easily design and visualize customer conversation flows for the Livechat feature. With an easy-to-use canvas and a comprehensive library of shapes, symbols, and templates, you can create custom flows to plan and structure interactions—no coding required. You can add chat flows for multiple AI Chatbots for your website but only one can be active for a specific channel.

You can add chatflows for multiple AI Chatbots for different channels like your website, Facebook, and WhatsApp but only one can be active for a specific channel. 

Features of Chatflows

Design Components

Chatflows provides you with:

• A canvas
• Graphical elements to add inputs and outputs, conditions, etc. 
• Drag and drop action to add elements to the canvas
• A menu on the right panel to add sub-flows  

Different types of flows

You can define different flows with greetings, messages, questions, and conditions and configure the following flows:

• Greeting the customer
• Meeting the bot
• Seeking information from the Knowledge Base
• Resolving a case or an issue

Questions and Responses

You can define:

• Questions with pre-set quick-replies or answer boxes for visitors to submit info (for example: Name or Email address).
• Responses that can be mapped and stored in CRM records such as Contact records. 

Use Case

Mary C is a cosmetic company with an e-commerce website with a Livechat feature that is accessed by customers to learn about products. Using Chatflows, they can come up with a conversational flow that will direct the customer to the right product or service without the intervention of a bot or customer agent. A custom chat flow will reduce the dependency on the bot and the time and effort spent by support agents responding to customers.  

Benefits

• Chatflow helps businesses provide a better experience to customers by offering easy paths to complete their tasks. For example, you can:
  • Creating a Case
  • Scheduling a demo
  • Chatting with Sales
  • Getting help from the Knowledge Base
• Chatflow also saves the time of employees, by reducing manual work. For example:
  • Qualifying leads and routing
  • Get required information in a Case
  • Routing chats
  • Giving Knowledge Base answers