Feature Availability

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

Introduction

Vtiger Chatflow is a visual, no-code conversational workflow builder that enables businesses to automate customer interactions across Live Chat and supported messaging channels. Using a drag-and-drop interface, admins can design guided, structured conversations that respond intelligently to user inputs and trigger CRM or AI-driven actions.

Chatflows help standardize customer communication, reduce manual effort, and improve response times by combining conversational logic with AI capabilities and CRM automation.

Prerequisites

Before creating and using Chatflows, ensure the following requirements are met:

• Vtiger Edition: Chatflows are available in supported Vtiger editions with Live Chat and AI features enabled.
• Add-on Requirement: Chatflows can be accessed only when the Calculus AI add-on is installed.
• Admin Access: Only users with Admin privileges can create, edit, or manage Chatflows.
• Live Chat Enabled: Live Chat must be configured and enabled for the required channels.
• AI Configuration: Generative AI Designer components (Prompts, Agents, KB Assistant, RAG models) should be configured where applicable.

Chatflow Blocks

Chatflows are created using interconnected blocks. Each block performs a specific function within the conversation. Below 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: Customer Support and Lead Qualification Chatflow

This use case explains how Chatflows can be used to handle common customer support queries while also capturing leads effectively.

Business Scenario

A business wants to:

• Welcome website visitors automatically
• Answer common questions instantly
• Verify customer identity when required
• Create support cases or capture lead details in CRM
• Escalate complex issues to AI Agents or human agents

Use Case Flow Overview

• The visitor initiates a chat on the website.
• Chatflow sends a welcome message and asks how it can help.
• Based on the user’s selection, the flow routes to:
  • Support-related queries
  • Sales or product inquiries
• For support queries:
  • KB Assistant answers FAQs
  • AI Agent creates a Case if required
• For sales inquiries:
  • Ask Question block captures interest
  • OTP Verification validates the email
  • Contact or Lead record is created or updated
• The conversation ends with a confirmation message.

Key Blocks Used

• Ask Question for greeting and options
• If / Then Branch for routing
• KB Assistant for FAQ handling
• AI Agents for CRM actions
• OTP Verification for secure data capture
• Send Message for confirmations

Outcome

• Faster query resolution
• Reduced manual workload for support teams
• Accurate and verified CRM data
• Improved customer experience

Accessing the Chatflows

Follow these steps to access the Chatflows:

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

From here, admins can view, create, and manage Chatflows.

Configuring a Chatflow

Follow the steps to configure the 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 Designers > 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.

Step 2: Designing the Chatflow

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

Step 3: Testing and Activating

1.  Click Playground.
2. Select a contact. 
   1. Note: The contact will act as a visit for testing purposes. 
3. Test the Chatflow to verify it works according to your configuration.
4. Fix any incorrect routing or responses.
5. Enable the Chatflow.

Note: Only one Chatflow can be active per website Tracker at a time.

Note: 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 Chatflow, click here. 

Chatflow Actions

Admins can manage Chatflows using the following actions.

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 Designers > 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 Designers > Generative AI Designer. The Generative AI Designer page opens. 
5. Toggle the Enable / Disable option.
6. Confirm the action.

Use Case: Temporarily stop or resume a Chatflow without deleting it.

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 Designers > 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 Designers > 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 Designers > 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
• Vtiger Chatflows
• 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