Creating a conversational flow is the process where you configure the chatbot to serve your customers. 

In this article, you will find a detailed tutorial on how to design the bot’s structure in the Builder, using the available content to customize the interactions. Read carefully and use this material as a foundation to have autonomy and create any type of flow-based chatbot.

💡 Tip: Learn about all the possible content you can add to your chatbot’s flow in the article Adding content in the chatbot builder. 

Starting to build the chatbot’s conversational flow

1. Access the Zenvia Customer Cloud. 

2. Click on Chatbot > List of chatbots > Create new chatbot.

3. Click on Select in the Flow-based chatbot option.

4. Give a name to the chatbot in the indicated field.

5. Then, click on Blank > Create chatbot. 

You will be directed to the chatbot’s Builder. Next, let’s understand how to create the flow. 

Step 1: Defining the flow’s starting point 

The first step is to set a block as the starting point, so the flow begins from a customer’s interaction:

1. Click on Add block in the bottom left corner of the builder. 

2. In Block details , give it a name. It can be “Start”. 

3. In the Marker, set the tag as Start. 

4. Write a greeting text defining an output: Click on Add content > Text message. Example: "Hello, I am a test chatbot!"

Step 2: Defining the flow’s continuation

The second step is to set the next destination, such as collecting the user’s name:

1. Click on Add block.
2. In the Block details , give it a name, such as "Collect_name".
3. Add a message asking for the user’s name:
   1. Click on Add content > Text message.
   2. Example: "Please, type your name."
4. To capture the name, add a data input field: Click on Add content > Open field.
5. Connect both blocks so the bot follows the flow correctly. Select the Start block > Click on Destination > In the Default destination field, direct it to the Collect_name block.

Now, the bot can collect the user’s name. You can customize the response message using variables.

Customizing the conversation with variables

Now that you’ve collected the user’s name, you can thank them and ask how you can help, addressing them by name using a Variable to personalize the message. 

1. In the Collect_name block, click on Variables.

2. Select Fill variable and choose Name. 

3. Now, once the bot collects the name, it will be saved in the variable to use during the conversation or to pass it to a human agent if necessary. 

💡 Tip: Always remember to click Save changes in the bottom left corner of the screen to avoid losing your progress.  

Done! Your chatbot now sends a greeting and collects the user’s name. Shall we move forward? 

Step 3: Connecting flows and proceeding with the communication

Now you can configure the bot to ask the user how it can help, addressing them by name. 

1. Click on Add block.

2. In Block details , define a name. It can be "Help." 

3. Add a Text message content and insert the variable. Example: "How can I help, <?$name?>?"

4. Connect the two blocks so the bot understands that after receiving the name, it should ask how it can help: Select the Coleta_nome block > Click on Destination > Locate Default destination in the lower corner > Click the icon and direct it to the Help block. 

Step 4: Testing the flow so far

After completing the first three steps, click on Save changes > Test chatbot and check your progress so far. 

Recommended articles:

• How to create and connect blocks
• Adding content to the chatbot builder
• How to manage a variable
• Setting up destinations
• Exploring other builder features