How do I use the flow editor?

Opening the editor and the top bar

Click a flow card on the “Flows” page to open the flow editor. The top bar contains, from left to right:

• The back arrow (“Back to flows”): returns to the flow list.
• The flow's name: type over it to rename the flow. Visitors see the name in their browser tab, and it can be translated.
• “Preview”: saves the flow first, then opens it fresh in a new tab, so you try your changes on the page visitors will see.
• “Save”: saves your changes. The live flow updates the moment you save; there is no separate publish step.

Users with the Agent or Observer role see a “View only” badge instead of “Save”; the canvas and panels are locked. They can still open the preview.

The five tabs

• “Design”: the page design (logo, colors, layout) and the avatar. See Design and avatar.
• “Editor”: the canvas where you build the steps.
• “Evaluation”: AI scoring of completed flows. See AI evaluation.
• “Measurement settings”: sending conversation events to Google Analytics, Meta Pixel, TikTok and Google Ads.
• “Analytics”: starts, completions, the funnel and conversations.

The Save button saves the changes on all tabs together.

Adding and connecting steps

1. On the “Editor” tab, click “Add step” at the top left. The “Step types” palette opens; search for a step or filter by category: “Conversation”, “Collecting details”, “Documents”, “AI”, “Support”, “Integrations”.
2. Drag a step type onto the canvas. Under “Integrations” your connected integrations are listed with their number of actions; those that aren't connected are marked “Not connected”.
3. Connect steps by dragging from a step's right handle onto the next step. In a Selection step each option has its own handle; a Document step has one handle per exit.
4. Click a step to open its panel on the right and edit its content.

The flow starts at the step labelled “Start”. To start from another step, click “Set as start step” in its panel. The start step can't be deleted; set another step as the start first. Delete the selected step with “Delete step” or the Backspace key.

The undo and redo buttons are on the toolbar; Ctrl+Z / Cmd+Z undoes, and Ctrl+Shift+Z / Cmd+Shift+Z or Ctrl+Y redoes.

The step panel and variables

The tabs of the step panel depend on the step type:

• “Content”: on every step. The “On-screen text” is shown to the visitor and read aloud by the avatar. Give the step a name with “Rename step”.
• “Fields”: on Form and Document steps.
• “Knowledge”, “Tools”, “Integrations”: only on the AI Assistant step.
• “Tracking”: on every step, to send a measurement event when a visitor reaches it.

Question and Selection steps write the answer to a variable (“Answer variable”). Use it in later steps' texts as {variable}, for example “Thanks, {name}”. The “Insert variable” button in text boxes lists the variables saved by steps before this one. You can also drag a step's variable badge from the canvas into a text box in the open panel.

Steps with problems, and saving

An incomplete step is flagged on the canvas, and the toolbar shows a “Problems in {n} steps” button that takes you to the next one (“Go to the next step with problems”). Common warnings:

• “Exit isn't connected; the flow ends here.”
• “No step leads here.”
• “In a loop that never waits for the visitor; the flow gets stuck here.”
• “The on-screen text is empty.” or “No options.”

Warnings don't block saving: the flow is saved with “Saved, but {n} steps have errors” and won't work at those steps. Two things do stop the save: an empty or duplicate field key in a Form or Document step, and an evaluation criterion without a name or instructions. Fix the highlighted fields and save again.