🔄Keep improving your flows
You don’t have to get everything perfect the first time. You can always change your bots, add more channels, and use the rest of the app to improve how you talk to customers. This page gives you a clear path to iterate.
Edit your bot
Go to Bots in the sidebar.
Click the bot you want to change (name or edit/open).
You’ll open the Workflow Builder for that bot.
Change messages — Click any Message node and edit the text in the right sidebar. Fix typos, shorten or lengthen, or add variables (e.g.
{{contact.firstName}}).Add steps — Drag new blocks from the left (e.g. another Message, Options, Condition, Time Delay) and connect them in the right order.
Reorder or remove — Disconnect or delete nodes you don’t need; reconnect others. The flow will follow the new connections the next time a customer hits that part of the conversation.
Save and make sure the bot stays Active.
New conversations (and usually existing ones that are still in the flow) will use the updated flow the next time the customer sends a message.
Test before (and after) going live
In the Workflow Builder — Many setups have a Test or Preview option (e.g. a small Web Chat window). Use it to run through the flow yourself: click options, type replies, and check that the right messages appear and the flow doesn’t get stuck.
In the real channel — Start a real conversation from your own Web Chat or test number and walk through the flow as a user. That’s the best way to see exactly what customers see.
After changes — After you edit a bot, test again so you don’t introduce regressions (e.g. a broken connection or a typo in a key message).
Use Analytics to improve
Dashboard — Gives you a quick overview: conversation volume, bot vs agent, and recent activity. Use it to spot busy periods or drops in volume.
Analytics — Use it to see:
How many conversations and messages you’re getting (total and by channel/bot).
How fast you (or the bot) reply (response time).
How much the bot is handling (automation rate) and where conversations end or get stuck.
When customers often drop off at a certain step, or ask the same thing that your bot doesn’t handle, add or adjust a node (e.g. a new option, a clearer message, or a handoff to an agent). See Analytics for more.
Add more channels
Go to Integrations or Campaigns and Connect another channel (e.g. add WhatsApp if you started with Web Chat).
For each new campaign, choose which bot handles it (or none). New conversations from that channel will show in the Inbox and follow that bot’s flow. You can use the same bot on multiple channels or different bots per channel.
When to hand off to a human
Use a Transfer to Agent node when:
The user asks to speak to a human.
The issue is too complex for the bot (e.g. refunds, complaints).
You want high-value or sensitive conversations to go straight to the team.
In the Workflow Builder, add a Transfer to Agent node, set the handoff message (e.g. "Connecting you with a team member…"), and optionally set priority or department. The conversation will appear in the Inbox for an agent to pick up. See Workflow Builder (deep dive) for details.
Use the rest of the app
Dashboard
Overview of activity, quick stats, and links to Inbox, Bots, Broadcasts.
Contacts
View and manage contact profiles (from conversations); search and filter.
Analytics
Deeper reports: by channel, bot, time range; response times; automation health.
Billing
Plan, payment method, invoices, and (if applicable) credits.
Settings / Team
Team members, roles, notifications, email identity, and other preferences.
Broadcasts
Send one-off messages to a list or audience (if enabled).
You don’t have to set everything up on day one. Add features as you need them.
Small improvements that help
Short, clear messages — Bot messages that are brief and easy to read work better than long paragraphs.
One main idea per message — Then add another block for the next idea or question.
Use options when possible — Buttons or a short menu (e.g. "Sales / Support / Other") make it easier for customers to choose and for your flow to stay simple.
Always have an end — Use a Break/End node or a final message like "Is there anything else?" so the conversation has a clear finish.
Check the Inbox — When customers say something odd or get stuck, add a step or a new path in the bot to handle it better next time (e.g. a new option, a condition, or a handoff).
When to get help
Your admin or team — For account access, billing, or which channels you’re allowed to use.
Support or docs — For technical issues (e.g. Web Chat not loading, channel disconnected) or for advanced features (e.g. AI agents, broadcasts, API). See also Troubleshooting & glossary.
You’re done with the basics: log in, set your password and billing if needed, create a bot, connect a channel, reply in the Inbox, and keep iterating from there.
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