Nodes (Triggers, Conditions & Actions)
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In Flow Buidler, chatbot automation is built using three key components:
Triggers: These determine when a flow starts. For example, a flow can be triggered when a customer sends a message or when a new friend is added on LINE.
Conditions: These allow the flow to take different paths based on specific criteria. You can filter conversations by message content, customer labels, business hours, or previous interactions to ensure the right responses are sent.
Actions: These define what happens next in the flow. Actions include sending messages, assigning chats to agents, applying labels, or allowing AI to handle responses.
By combining triggers, conditions, and actions, you can create customized automation that improves response times, enhances customer engagement, and streamlines support operations.
Starts a flow when a new message is received. You can configure:
Channels:
Select an individual page, or select multiple pages to set up the same flow all in one go
Trigger frequency:
Once per contact (e.g., welcome flows for new customers).
Once per new open chat (e.g., specific case inquiries).
Every time (e.g., general automated responses).
A Message Content node will be added by default for you to use to filter the flow to trigger on only certain keywords. You can always remove this if you want the flow to trigger on any customer message.
LINE Friend Added
Starts a flow when a new LINE friend adds your account.
Ensures the customer has replied before the flow proceeds.
Can be combined with a Message Content node for multiple response paths.
Settings:
Response type: Validate replies (e.g., phone number, email, text).
Retries: Set retry attempts before exiting the flow.
Error message: Define a message if the response is incorrect.
User input expiry: Set a timeout for responses.
Filters paths based on the customer's response.
Avoid duplicate keywords across paths to prevent flow failures.
Each message content node can have a maximum of 20 keywords. Each keyword can have a maximum of 10 words, or 30 characters.
If no condition is met, you can send a fallback message or assign the chat to a human agent.
Filters conversations based on assigned labels (e.g., "VIP customer," "Returning customer").
A maximum of 20 labels can be filtered in a single node.
Filters flows based on company business hours (not individual agent hours).
Determines if a customer is new or returning (e.g., interacted in the last 3 months).
You can use this at the start of a flow to only send messages to customers who you have not interacted with recently.
Sends a text, image, or video message to the customer.
Each send message node can have a maximum of 500 characters per single message (to send more characters, just add another send message node directly after the previous node in the flow)
Use a Wait for Reply node afterward for a better experience.
Each button message can have a maximum of 6 buttons (to send more buttons, just add a "more options" button as the 6th button and then add another button message node directly after the previous node in the flow if clicked).
Each button in a button message can have a maximum of 20 characters
Options vary by platform:
Facebook: Max 3 options per message.
LINE: Max 4 options per message.
Shopee, Lazada, and TikTok Shop do not support this type of message, so it will not be visible unless
The message will be sent through to the customer like below:
Allows AI to manage customer responses based on predefined instructions.
Settings:
Define AI instructions (e.g., refund processing steps).
Set escalation conditions to assign chats to human agents when AI cannot handle the query.
AI responses consume message tokens—when depleted, AI will not respond.
Assign or remove labels to categorize chats.
A maximum of 20 labels can be added or removed in a single node in the flow
Ends the conversation once the issue is resolved.
Transfers the chat to a specific agent or team based on customer needs.
Adds a delay before moving to the next step.
Some channels (e.g., Facebook) limit message timing to 7 days. Please check the specific channel limitations before introducing a delay of more than 7 days.
