Flows in Live Conversations

Do you spend most of your time replying to the same inquiries over and over again? Are you in love with Tidio's Canned Response feature, but sometimes you need to prepare longer messages with links or even entire articles in your database?

 

Save your time and automate the most repetitive answers with flows during live conversations with visitors. See our video to learn more:

 

 

In this article, you'll learn:

• How to start a flow during a conversation
• How to create a flow for using in conversations

 

Did you know that more than 50% of all questions and answers are repetitive? Now you don't have to spend time on them anymore. Use the flow that will do the job for you, and in the meantime, you can engage with more clients.

 

 

Start a flow during conversation

 

To start a flow while chatting with your customer, type in the "/"(forward slash) symbol, and choose your response from the list. You can make this process faster if you type in any text after the "/" symbol.

 

Example

Typing "/H" will find you all flows with the name beginning with "H"

Typing "/hello" will find all flows with names containing "hello"

 

 

 

Create flows for conversations

 

In the Flows section, you will find new, ready-to-use flow templates that you can use during live conversations with the customers. Of course, you can also create your own flows for this purpose (described further below).

 

Some possible flow templates for using during conversations include:

• Automate Repetitive Answers
• Measure Customer Satisfaction
• Where Is The Package? (Shopify only)

 

 

Create your own flow for conversations 

 

To create your own flows for later use in conversations, you need to use the trigger called Operator starts the flow in the flow editor. Once you add it to the flow's map, click on the trigger and create a name for the flow - which you can easily find later by using the "/" (forward slash) key during live conversations:

 

 

 

Once you activate your new flow with that trigger, you will be able to find the flow by name - in the Flows list, next to your Canned responses while chatting. Access it by clicking the Flows icon in the bottom-left of your message input field:

 

 

 

Of course, just like with Canned responses, you can access the list by simply typing in the slash ("/") key, and even narrow down your list by typing in the name of the flow you're looking for: