Inbox & cases
Flow builder
Flows are scripted conversations. A flow starts from a trigger and walks the customer through message, carousel, buttons and condition nodes, and can hand off to the AI agent.
Triggers
| Trigger | When it runs |
|---|---|
| Ad referral | The customer clicked an ad with a matching ref |
| Keyword | The first message contains one of the keywords |
| Generic open | Any new conversation on the channel |
| Manual | Started by an agent from the inbox |
Nodes
Message, Carousel (generic template), Buttons (postback), Condition and AI handoff (suggest or auto mode with a confidence threshold).
Flows run before the AI agent. If a flow handles the message the agent stays quiet.