Chatbot flow builder

Chatbot flow builder

The Chatbot Flow Builder lets you design guided conversation flows for your chat widget - collecting information, answering common questions, and routing to the right agent - without writing any code.

Accessing the builder

Go to Chatbot Flows in the sidebar (under Tools).

Flow node types

Node type	Purpose
Start	The entry point - every flow begins here
Message	Send a message to the visitor, optionally with button choices
Handoff	Transfer the conversation to a human agent or to the AI assistant

Building a flow

1. Click New flow.
2. Give it a name.
3. Drag nodes from the left panel onto the canvas.
4. Click a node to edit its content in the right panel.
5. Connect nodes by dragging from one node's output to another's input.
6. Click Save, then toggle the flow to Active.

Only one flow can be active at a time. Activating a new flow automatically deactivates the previous one.

Message nodes with buttons

Add up to 4 buttons to a message node. Each button can lead to a different next node, allowing you to build branching conversation trees.

Example:

[Start] → [Message: "Hi! How can I help?"]
                  ├── "Track my order" → [Message: "Please share your order number"]
                  ├── "Billing question" → [Handoff: Agent]
                  └── "Technical issue" → [Handoff: AI]

Handoff nodes

A Handoff node ends the automated flow and transitions the conversation to:

• Agent - routes to a human agent (using your assignment rules)
• AI - hands off to the Winora AI assistant

Flow analytics

Click Analytics in the flow toolbar to see:

• Total sessions started
• Completion rate
• Handoff split (agent vs AI)
• Per-node visit counts and button click rates

Use this data to identify where visitors drop off and optimise your flow.