How to create a chatbot flow
Build a chatbot flow in the visual editor: give it a name, add steps with the plus button, write the messages, and save.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
A chatbot flow is a sequence of steps that responds to the customer without relying on AI: a welcome message, an options menu, a form, a transfer to the team. You build it in the visual editor, one block after another.
Where to find it in Cognizy
Before you start
- Only the owner and admins can create flows.
- Plan the path first: what the customer receives first, what options they have, and where the flow ends.
- The flow starts paused. It only responds to customers after you activate it.
Step by step
- Step 1:
In the menu, under Serve, click Chatbot.
- Step 2:
Click Create flow. The new flow appears in the list with the name New flow, still paused.
- Step 3:
Click the new flow to open the editor. The Start block is already there.
- Step 4:
At the top, in Flow name, enter a name that says what it is for.
- Step 5:
In the Start block, click the plus button right below it.
- Step 6:
Choose the step type. Message sends a text; Menu and Buttons offer options; Form collects data; Action transfers to the team or applies a tag. To start, click Message.
- Step 7:
The new block appears connected to the start. Double-click it, type the text the customer will receive, and click Save.
- Step 8:
Continue with the plus button on the last block. Every path needs to end: use End conversation to finish and close the conversation.
- Step 9:
Click Save flow. If the warnings button shows a number, click it to see what still needs to be connected.
How to know it worked
The flow appears in the Serve › Chatbot list with the name you gave it, still paused. Activate it whenever you want it to start responding.
If something goes wrong
A dead-end node warning appears.
A block does not lead anywhere. Connect it to a next step with the plus button, or end the path with End conversation.
I added the wrong block.
Click the block and press the Delete key, or open the block with a double-click and use Delete.
The flow does not respond to customers.
It starts paused. Activate it in the flows list and check whether the service mode uses flows (Flows + AI or Flows only) in Settings › AI.
I left the editor without saving.
Anything not saved is lost. Click Save flow before going back to the list.
Next step
Choose which channels and numbers the flow responds on, then activate it.
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