AI Pilot Flows empower you to automate customer interactions effectively. To ensure optimal performance, it's crucial to understand the foundational rules and behaviors governing these flows.
Topics covered:
- Flow Structure & Triggers
- Flow Initiation & Execution
- Inbox & Messaging Behavior
- Flow Continuity & Error Handling
- Inbox & Messaging Behavior
- Flow Continuity & Error Handling
- Time & Condition Checks
Flow Structure & Triggers
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Each flow must have only one trigger.
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Supported variables include:
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Smart Flow variables (excluding record triggers)
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AI Pilot variables (global and local)
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Custom variables created by users
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Note: System default variables are read-only and cannot be edited.
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If multiple flows match a trigger, the one with the highest priority (lowest numerical value) will execute.
Flow Initiation & Execution
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Flows commence when a visitor performs an action, such as opening a page or clicking a message.
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A flow starts only when the visitor clicks on the message, not merely upon receipt.
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Flows can be configured to run once or multiple times per visitor.
Inbox & Messaging Behavior
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AI Pilot conversations appear in the inbox only if “Include Bot Messages” is enabled.
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Interactive elements (like cards or carousels) must be displayed in both the widget and inbox.
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AI Pilot conversations are excluded from the “Recent Conversations” widget.
Flow Continuity & Error Handling
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If no input is received and there's no backup step, the flow remains inactive until the visitor responds.
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If a step expecting input is deleted, the flow restarts from the beginning upon the visitor's reply.
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If there's no subsequent step and no input expected, the flow concludes.
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If a flow doesn't save any data, a "Restart Flow" option becomes available to the visitor.
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Deleting a flow during an active conversation removes the chat.
User Interaction & Data Management
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Always collect the visitor's email or phone number to prevent errors when creating new contacts.
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If a team member responds during a flow, it terminates the ongoing flow.
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Visitor activity logs display generic names like “Visitor 001” with a link to view the chat.
Time & Condition Checks
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If a visitor's system time is incorrect, Salesmate adjusts timestamps for consistency.
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Before displaying a flow message, the system verifies its active status, timing, and condition matches. The message is shown only after the visitor replies.
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