Feature Availability

Vtiger Editions: One Growth | One Professional | One Enterprise | One AI

Introduction

Generative AI  is a technology that generates human-like responses based on user input. It understands questions, analyzes context, and automatically produces meaningful replies.

In Vtiger CRM, Generative AI works through the Calculus AI add-on. It helps you automate conversations, classify queries, retrieve Knowledge Base information, and perform CRM actions intelligently.

Chatflows is a feature available in the Generative AI Designer. It allows you to design structured, step-by-step Live Chat conversations using a visual drag-and-drop builder.

If you are new to Chatflows, you can think of it as a conversation planner. You decide how the chatbot should greet visitors, what questions it should ask, how it should respond, and what actions it should perform within Vtiger CRM. 

Chatflows combines conversational design, Generative Artificial Intelligence responses, and CRM automation into one structured workflow.

Note: You must be an Admin to create, edit, activate, import, export, or delete Chatflows.

Features of Chatflows

Chatflow Blocks

Chatflows are created using interconnected blocks. Each block performs a specific function within the conversation. 

The following are the available blocks in the Chatflow:

Send Message

Purpose: Sends a predefined message to the visitor.

Common Uses:

• Greeting users
• Sharing instructions or information
• Confirming successful actions

Ask Question

Purpose: Asks a question and captures user input using text or quick reply buttons.

Common Uses:

• Lead qualification (Are you looking for product A or product B?)
• Appointment booking (What time would you like to schedule?)
• Feedback collection (Was our service helpful? Yes / No)

If / Then Branch

Purpose: Routes the conversation based on conditions or user input.

Common Uses:

• Verification logic
• Team or department routing
• Decision-based flows

Ask AI

Purpose: Uses an LLM to generate or classify responses based on prompts.

Common Uses:

• Intent classification
• Spam or sensitive query detection
• AI-powered responses

AI Agents

Purpose: Invokes customer-facing AI agents that can perform CRM actions.

Common Uses:

• Creating or updating CRM records
• Scheduling appointments
• Handling complex requests

KB Assistant

Purpose: Retrieves answers from the selected KB assistant prompt articles.

Common Uses:

• FAQ resolution
• Policy or documentation queries
• Standard support questions

Subflow

Purpose: Connects to another Chatflow for modular and reusable design.

Common Uses:

• Reusing feedback or lead qualification flows
• Maintaining a common end-chat sequence

OTP Verification

Purpose: Verifies user identity by sending a one-time password to the user’s email.

Common Uses:

• Identity verification
• Secure access to customer information
• Updating verified CRM data

Benefits of Using Chatflows

The benefits of using Chatflows are:

• No-code configuration: Build conversational workflows without technical expertise.
• Structured conversations: Guide users step by step
• Improved customer experience: Faster responses and consistent messaging.
• AI-powered automation: Combine prompts, agents, and KB content.
• CRM integration: Automatically create or update records.
• Scalability: Handle high chat volumes efficiently.

Use Case

BrightSmile Dental is a dental clinic that receives daily inquiries through the website Live Chat. Visitors open the chat to book appointments, ask about treatment costs, check clinic timings, or clarify post-treatment care instructions.

Previously, the front desk team manually responded to every chat message and updated records in Vtiger CRM. This process increased response time, especially during busy hours.

After implementing Chatflows, the clinic structured the entire conversation flow.

When a visitor opens the chat widget, the Chatflow automatically:

● Sends a welcome message
● Asks how it can assist
● Provides options such as Book an Appointment, Treatment Pricing, Clinic Timings, or Speak to Support

If the visitor selects Book an Appointment, the Chatflow collects treatment details, preferred date, and contact information, then creates or updates a Contact record automatically.

If the visitor asks a general question, such as pricing or clinic hours, the Chatflow retrieves answers instantly using the Knowledge Base Assistant.

If the visitor asks a complex question, the Chatflow routes the conversation to a human staff member.

By implementing Chatflows, BrightSmile Dental provides instant responses, reduces manual workload, and ensures consistent communication for every visitor who starts a chat.

In this article, you will learn about:

• Accessing Chatflow
• Configuring a Chatflow 
• Chatlfow Actions

Accessing Chatflows

Follow these steps to access Chatflows:

1. Log in to the CRM.
2. Click main Menu. 
3. Go to Platforms.
4. Click Generative AI Designer. The Generative AI Designer page opens. 
5. Go to GenAI Setup. 
6. Click Chatflows.

From this screen, you can view, create, and manage Chatflows.

Configuring a Chatflow

Follow the steps below to configure a Chatflow:

Step 1: Adding a Chatflow
Step 2: Designing the Chatflow
Step 3: Testing and Activating 

Step 1: Adding a Chatflow

Follow these steps to set up Chatflow: 

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Platforms.
4. Click Generative AI Designer. The Generative AI Designer page opens.
5. Click Chatflow.
6. Select + Add Chatflow. The Chatflow window opens.
7. Enter or select the following information:
   1. Chatflow Name - Enter a name for the Flowchat.
   2. Channel - Select the Website as the channel. 
   3. Tracker - Select the Tracker from the drop-down that you have created. The Chatlfow setup model window opens. 
8. Click Save and continue.
9. Drag and drop the required Blocks into the chatbot window and create the chatflow according to your needs. 
10. Click Save. 

Step 2: Designing the Chatflow

11. Start from the Start node.
12. Drag the required blocks (Send Message, Ask Question, If / Then, AI components) onto the canvas.
13. Connect the blocks by clicking the edge of a block and dragging it to the next block you want to connect.
14. Arrange the blocks to define the conversation sequence.
15. Click to configure each block (messages, conditions, AI settings).
16. Add Subflows or OTP verification if required.

Step 3: Testing and Activating

17.  Click Playground.
18. Select a Contact. 
    1. Note: You can choose any existing Contact record for testing purposes. The selected Contact will act as the visitor during the Chatflow test. 
19. Verify that the Chatflow is functioning as configured. 
20. Fix any incorrect routing or responses.
21. Enable the Chatflow.

Note: 

• Only one Chatflow can be active per website Tracker at a time.
• Your Chatflow defines how the Chatbot in the Chat Widget will respond, where it gets its information from, and when it should hand off the chat to agents.

To learn more about Chatbot, click here. 

Chatflow Actions

You can manage Chatflows using the following actions:

• Editing a Chatflow
• Activating or Deactivating a Chatflow
• Exporting a Chatflow 

Editing a Chatflow

Follow these steps to edit a Chatflow:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Platforms.
4. Click Generative AI Designer. The Generative AI Designer page opens.
5. Open the Chatflow from the Chatflows list.
6. Make required changes to blocks or logic.
7. Save and test the Chatflow.

Note: Re-enable the Chatflow if it was disabled.

Activating or Deactivating a Chatflow

Follow these steps to activate or deactivate a Chatflow:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Platforms.
4. Click Generative AI Designer. The Generative AI Designer page opens. 
5. Toggle the Enable / Disable option.
6. Confirm the action. 

Exporting a Chatflow

Follow these steps to export a Chatflow:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Platforms.
4. Click Generative AI Designer. The Generative AI Designer page opens. 
5. Select the Chatflow you want to export. 
6. Click Export.

The Exported Chatflow will be in JSON code.

Importing a Chatflow

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Platforms.
4. Click Generative AI Designer. The Generative AI Designer page opens. 
5. Click Import. The Import Chatflow page opens.
6. The JSON Chatflow page opens. 
7. Paste the JSON code copied. 
8. Click Save. 

Deleting a Chatflow

Follow these steps to delete a Chatflow:

1. Log in to the CRM.
2. Click the main Menu.
3. Go to Platforms.
4. Click  Generative AI Designer. The Generative AI Designer page opens. 
5. Select the Chatflow you want to delete. 
6. Click Delete. 

Best Practices

• Keep conversations simple and focused
• Ask one question at a time
• Use quick replies wherever possible
• Validate inputs early
• Test thoroughly before activation
• Monitor chat performance and refine flows regularly

Limitations

• Only one Chatflow can be active per Websense Tracker. 
• Admin access is required to manage Chatflows.

Reference

• Calculus AI overview
• Calculus AI 
• AI Agent Builder
• Calculus AI: Your Smart Assistant with AI Technology
• Natural Language Query
• Calculus GPT
• Deal Health
• Best Time to Contact
• Contact Sentiment
• Deal Recommendations
• Conversation Insight