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Flow Builder: a complete chatbot ready for every channel

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Conversa Labs

Conversa Labs

Last updated on Aug 12, 2026

Overview

The Complete chatbot: menu, Q&A, CRM deal & tasks template ships an end-to-end, production-ready automated assistant that adapts itself to the channel the conversation runs on:

  • On channels with interactive messages (WhatsApp, web chat, Telegram, Messenger, Instagram and API), the menu renders as buttons.
  • On text-only channels (email, SMS), the same menu automatically becomes a numbered list — and the contact can reply with the number ("2"), the option text or by tapping the button: every form works.

All the content (messages, buttons and even the understanding keywords) is created in your account's language — English, Portuguese or Spanish.

Prerequisites

  • Flow Builder enabled and Admin permission to edit and publish.
  • CRM and Tasks enabled to run every path in the template.
  • A configured inbox and a team with an eligible agent for human handoff.

Step by step

  1. Open Flows → Templates and choose Complete chatbot.
  2. Apply it and review the messages, keywords and default CRM pipeline.
  3. Check lead_name, lead_email, lead_need, lead_valor and duvida in the data panel.
  4. Use Run test with a test conversation and exercise sales, support and handoff.
  5. Publish and attach the flow to inboxes only after every output has been validated.

Settings & options

  1. Initial menu with three paths: Quotes and sales · Support and questions · Talk to an agent.
  2. Sales trail — asks for the name, the email (validated), the need and the budget in mind (numbers only). With the answers it:
    • creates a CRM deal (default pipeline) titled "Opportunity — {name}", with the quoted value and high priority;
    • logs a note on the deal with every mapped answer;
    • opens a task "Send the quote to {name}" due in 1 day;
    • confirms to the contact and hands off to a human.
  3. Support trail — asks the question and auto-answers pricing and opening-hours FAQs; anything else becomes a task and goes to an agent.
  4. Human agent — option 3 transfers straight away, any time.
  5. No valid reply — after 2 guided retries the contact is routed to a human (never stuck).

Use cases

  • Lead qualification with a deal, note and follow-up task.
  • Support triage with quick answers and escalation for unmatched questions.
  • One omnichannel menu for WhatsApp, web chat, email and SMS.

Tips, limits & best practices

  • Buttons and numbered lists share the same items: editing the menu once updates the behavior on every channel.
  • FAQ answers match keywords in the account language (e.g. "pricing", "cost") — add your own on the condition nodes.
  • The quoted value lands on the deal in major units (4900 = $4,900.00).
  • Interactive controls depend on the channel's proven capability; always configure the text fallback.

Troubleshooting

  • If an action is skipped, inspect the trace and confirm CRM/Tasks are enabled and the target exists.
  • If handoff fails, confirm the team belongs to the account and has an eligible inbox member.
  • If a reply does not match, review the wait node's input type, options and retry limit.

See also