Intent Flow Steps

Learn about each step type available in Intent Flows and how to configure them.

Get User Input

Collect information from the customer through a question-and-answer interaction.

Configuration:

• Prompt: The question to ask the customer
• Field Name: A name to store the response (e.g., order_number, email, issue_description)

How It Works:

• The flow sends your prompt to the customer
• The flow pauses and waits for the customer's reply
• Their response is saved under your field name
• The flow continues to the next step

Example:

• Prompt: "Could you please provide your order number?"
• Field name: order_number
• Customer replies: "ORD-12345"
• The value "ORD-12345" is now available as {order_number}

Tips:

• Ask one question at a time for clarity
• Use clear, specific prompts
• Choose descriptive field names you'll remember

Update Conversation

Modify conversation properties or add information for your team.

Available Actions:

Add Tags

Set Priority

• Low
• Normal
• High
• Urgent

Higher priority conversations appear at the top of filtered views.

Set Category

Add Internal Note

Example note: "Customer requesting refund for order {order_number}. Reason given: {reason}"

Escalate to Human

• Automatic: Let assignment rules determine the agent
• Specific Agent: Choose a particular team member

When escalated, the bot marks the conversation for human handling.

Send Message

Send a response to the customer.

Configuration:

• Message: The text to send (supports {field_name} placeholders)

Example:

Thanks for providing your order number! I've found order {order_number}
and our team will review your {request_type} request shortly.

Tips:

• Personalize messages with collected data
• Keep messages concise and helpful
• Use this to confirm what the bot understood

Using Placeholders

Throughout your flow, you can reference collected data using curly braces:

• Send Message content
• Internal notes
• Any text field in Update Conversation steps

Step Order Best Practices

• Collect information first - Use Get User Input steps early to gather what you need
• Update conversation in the middle - Add tags, notes, and set properties
• Escalate before final message - If escalating, do it before your closing message
• End with confirmation - Use Send Message to confirm what happened

Example Flow Structure

1. Get User Input → "What's your order number?"
Get User Input → "What issue are you experiencing?"
Update Conversation → Add tag "Support", Add note with details
Update Conversation → Escalate to human
Send Message → "Thanks! An agent will help you shortly."