FlowDesigner - Create and Configure Conversational Bots in ConvyAI
Overview
The ConvyAI FlowDesigner is the environment where you design and configure the automated side of customer interactions. Bots handle the first line of customer care - answering questions, collecting information, and routing conversations - before involving a human agent when necessary.
Bots are built visually through the Flow Designer, using a system of connected nodes that define how a conversation progresses.
Bot types
When creating a new bot, select one of two types:
| Type | Description |
|---|---|
| Traditional | Full-featured bot with all node types available, including semantic hooks and question nodes. Suitable for complex conversational flows. |
| Visual IVR | Simplified bot designed for menu-driven interactions. Fewer node types available - no semantic hooks, no question nodes, and reduced menu node settings. |
| Outbound | Dedicated bot type for handling the conversational logic triggered by outbound campaigns. Defines how the platform responds when customers reply to outbound messages. |
Create a bot
Click the + button at the bottom right of the FlowDesigner page. You can either:
- Start from scratch - creates a blank bot and redirects you directly to the Flow Designer.
- Start from a template - select an existing flow from the Unassigned Flow section to use as a starting point.
Flows
A bot is made up of one or more flows. A flow is a reusable section of conversation that can be referenced across multiple bots.
The simplest bot consists of a single flow. However, splitting complex conversations into multiple focused flows is strongly recommended - it makes the bot easier to maintain and to debug.
Node categories
Flows are built by connecting nodes. Each node performs a specific function. Nodes are grouped into six categories:
| Category | Description | Availability |
|---|---|---|
| Basic | Interaction nodes: send messages, ask questions, collect user input. | All bots |
| Technical | Service and flow management: authentication, send email, flow jump, delay, crossroads. | All bots |
| Database | Read and write database data. | Requires Crab integration |
| WhatsApp-specific message formats. | Requires WhatsApp connector | |
| GenerativeAI | Add generative AI capabilities powered by the Knowledge Base. See the Generative AI section for details. | Requires Knowledge Base feature |
| Terminal | End the flow or hand over the conversation to an agent queue. | All bots |
Node properties
Every node, regardless of category, shares the following properties:
| Property | Description |
|---|---|
| Unique identifier | Auto-generated ID that uniquely identifies the node within the flow. |
| Icon and color | Visual indicators of the node type and category. |
| Hook label | An optional unique label for the node. Used for reporting and as a jump target for semantic hooks or jump nodes. |
In this section
- Handover to Agents - Configure the terminal node that routes a customer from a bot flow to a human agent queue.