How do I use the flow editor?

Opening the editor and the top bar

Click an agent's name on the “Agents” page to open the flow editor. The top bar contains, from left to right:

• The back arrow (“Back to agents”): returns to the agent list.
• The agent's name: type over it to rename the agent. Visitors see the name in their browser tab, and it can be translated.
• The help link: opens this article in a new tab.
• The status badge: “Draft” on a draft, and “Live · v3” with the number of the live version on a published agent. If you have saved changes that aren't published yet, an “Unpublished changes” badge appears next to it.
• “Preview”: saves the agent first, then opens the draft fresh in a new tab, so you try your changes on the page visitors will see before they see them. Previewing doesn't change the published agent.
• “Publish”: enabled when there is something to publish: the agent is a draft, or it has unpublished changes. The arrow next to it opens “Copy public link” (not available on a draft), “Add to website” and, on a published agent, “Unpublish”.
• “Save”.
• The three-dot menu (“Agent actions”), on the far right: “Versions” shows the published versions, what changed in each, and the options for going back to an earlier one; “Activity history” shows who did what and when on this agent (saving, publishing, version changes, renaming) from the audit log; “Delete” asks you to confirm, deletes the agent and takes you back to the agent list. Support and Observer users find “Copy public link” here.

“Save” saves your changes to the draft; visitors keep seeing the live version. “Publish” first opens the “Publish” window, where you can add an optional “Version note” and confirm. Then the agent is saved and the draft goes live as a new numbered version (v1, v2, …). “Unpublish” asks you to confirm, then turns the agent back into a draft. See Publishing an agent.

If you try to leave the editor with unsaved changes, you're asked to confirm first.

Users with the Support or Observer role see a “View only” badge instead of these buttons; the canvas and panels are locked. They can still use “Preview”, “Versions” and “Copy public link”; “Activity history”, “Add to website” and “Delete” aren't shown to them.

The five tabs

• “Design”: the page design (logo, colors, layout) and the avatar. See Design and avatar.
• “Flow”: the canvas where you build the steps. The strip above the canvas holds the “Languages” button, the language you're editing and the “Translate” button. See Languages and translation.
• “Evaluation”: AI scoring of completed conversations and sentiment analysis. 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. Steps, the agent's main language, design, avatar, translations (including translations of the agent's name) and evaluation reach visitors with “Publish”; the agent's name, description and icon and the “Measurement settings” aren't part of a version and take effect as soon as you save.

Adding and connecting steps

1. On the “Flow” tab, click “Add step” at the top left. The “Step types” palette opens; search for a step or filter by category: “AI”, “Conversation”, “Logic”, “Collecting details”, “Support”, “Integrations”.
2. Click a step type; the step is added in the middle of the canvas. Clicking an integration opens its actions, and picking an action adds the step. In the search, Enter adds the first result. 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. Steps with several exits have one handle per exit (see below).
4. Click a step to open its panel on the right and edit its content.

Steps with several exits:

• Selection: each option.
• File upload: the success and failure exits, when reading is on.
• AI Assistant: each handoff.
• Condition: each path and “Otherwise”.
• Loop: “For each item” and “When done”.
• Summary and confirmation: “Confirmed” and “Cancelled”.
• Integration Action and Tool Call: “When done” and “If it fails”.

The first step you add to an empty agent becomes the start step. The conversation 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.

Instead of adding steps yourself, you can describe them to the AI: when the agent has no steps, write in the “What should this agent do?” box in the middle of the canvas; when it has steps, use the “Ask AI” button on the toolbar. The change is applied to the canvas, can be reverted with a single undo, and isn't saved until you press “Save”. The canvas is locked while the AI is working. See Building an agent with AI.

The step panel and variables

The tabs of the step panel depend on the step type; they appear in this order:

• “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 steps, and on File upload steps when reading is on.
• “Tools”, “Integrations”, “Knowledge”: 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 (“Variable name”). 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, and the “System variables”; typing { in a box opens it too. 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. If some steps have errors, the flow is saved with “Saved, but {n} steps have errors” and won't work at those steps; with warnings only, you see “Saved”.

Two things do stop the save: an empty or repeated variable name in a field of a Form step, a File upload step or an AI Assistant handoff; and, while evaluation is on, an evaluation criterion with an empty name or instructions. Fix the highlighted fields and save again.

If someone else (or another browser tab) saved the agent after you opened it, “Save” warns you: the “The agent changed after you opened it” window says who saved it and when. “Save anyway” overwrites their changes; “Cancel” doesn't save, and your changes stay on screen.