Core nodes

Core nodes are the foundational building blocks used in flows. These nodes handle common actions like sending messages, asking questions, making decisions, and launching guides.

Core nodes

Start

The Start node marks the beginning of a conversation flow.

Message

The Message node sends a message to the customer in the chat.

Message

Use this node to provide information, instructions, or confirmations before continuing to the next step in the flow.

Question

The Question node displays information to the customer and asks a question.

Use this node to gather input or guide the customer through decision points in the conversation.

Question node

Click + to add content to the node. You can mix and match components to create clear, engaging questions:

• Text
• Rich text
• Link
• Image
• GIF
• IFrame
• Guide
• Video
• PDF

After adding the question content, you can configure quick replies. Quick replies are buttons the customer can select as a response. Use quick replies to route the customer to different paths in the flow.

Quick replies

Rule

The Rule node adds conditional logic to a flow based on defined parameters.

Use this node when you plan for the AI agent to make decisions or branch the conversation depending on context, such as user input or external data.

Rules

Define rule criteria

Each rule contains one or more conditions, evaluated together using either:

• All conditions (AND): All conditions must be true for the rule to pass.
• Any condition (OR): At least one condition must be true for the rule to pass.

Define rule criteria

Each condition includes:

• Field Name
• Operator
• Field Value

Add conditions

Operator	Description	Supported types
Not Equals	Evaluates whether the field value doesn't match the specified value.	Number, Text, Boolean
Equals	Evaluates whether the field value matches the specified value.	Number, Text, Boolean
Greater Than	Evaluates whether the field value is greater than the specified number.	Number
Less Than	Evaluates whether the field value is less than the specified number.	Number
Contains	Evaluates whether the text field includes the specified substring.	Text
Is Not Empty	Evaluates whether the field has a value (not blank or empty).	Text, List
Is Empty	Evaluates whether the field is blank or contains no items.	Text, List

Sub Flow

The Sub Flow node embeds another flow within the current one.

Use this to reuse common conversation sequences or break large flows into smaller, more manageable components.

Form

The Form node creates a custom form to collect structured input from the customer.

Form node

You can click Edit to edit the form.

This opens a drag-and-drop interface to design your form layout. You can add the following form components:

• Text Field
• Email
• Text Area
• Phone Number
• Number
• Date / Time
• Checkbox
• Select
• Radio
• File
• Button

Form editor

Example: Product support request form

This form collects user contact details and routes requests based on the selected issue type. It uses conditional logic to display relevant fields and supports file uploads for better support resolution.

Field	Type	Notes
Full Name	Text Field	Required.
Email Address	Email	Required, validated email format.
Request Type	Select	Options: Product Support, Billing, and Other.
Product Serial Number	Text Field	Shown only if Request Type = productSupport.
Description	Text Area	Optional, allows users to provide more context.
Upload Screenshot	File	Optional, for attaching images or documents.
Submit Request	Button	Sends the completed form data.

Guide

The Guide node references an existing guide within a flow.

This node supports three transitions depending on the customer's actions in the guide:

Guide node transitions

• Solved: The customer finishes the guide and reaches a solved step.
• Unsolved: The customer finishes the guide on an unsolved step.
• Skipped: The customer exits the guide early.

Use these transitions to define what happens next depending on the customer's experience.

Guide Step

NODE AVAILABILITY

The Guide Step node is available only when building guides. You can use the Guide node to embed an existing guide within a conversation flow.

The Guide Step node allows you to create a step in a guide.

Guide step

Each step can include the following components:

• Title and subtitle
• Step content (text, instructions)
• A question to prompt the user
• Media like images or video

Solved

NODE AVAILABILITY

The Solved node is available only when building guides.

The Solved node marks the end of a successful guide interaction.

Reaching this node is tracked as a successful interaction in reporting.

Solved

Unsolved

NODE AVAILABILITY

The Unsolved node is available only when building guides.

The Unsolved node marks the end of a guide when the customer did not find a solution.

Reaching this node is tracked as an escalated interaction.

Unsolved

End

The End node marks the end of a conversation flow.

You can also use this node to transition to another flow if the user's intent suggests a different skill is more relevant. This allows the AI agent to pivot smoothly to another capability without restarting the entire conversation.

Intent transition