What is a ChatFlow?
A ChatFlow is the logical engine of conversations.
It is composed of modules (or blocks) that define the chat path, the questions to be asked, the actions to be performed, and if/how to involve a human operator.
A ChatFlow can be triggered:
Automatically by a customer message
Manually by an agent using a template
For more details, see the article Introduction to Chatbots and ChatFlows in Voxloud.
Types of Modules and Their Usage
ChatFlow modules are divided into three main categories, each serving a specific purpose:
Request Information: modules that collect data such as Name, Email, Phone Number, Single Choice, Text, Appointment, Location, Numeric Input, Smart Questions, etc. These data points are stored in the contact’s record.
Send Information: modules that deliver content to the user, including messages, images, videos, links, products (single or multiple), or approved WhatsApp templates.
Trigger Action: modules that initiate actions, such as transferring to a human agent (Live Chat), using ChatGPT, redirecting to another flow, processing a payment, WhatsApp Payments, external APIs, etc.
Personalize the Flow for Naturalness
Set a delay (in seconds) before automatically sending modules to simulate a more human-like response.
Plan the logical order of data collection and information delivery to create a consistent and intuitive user experience.
Best Practices for Effective Conversations
Keep flows clear and well-structured: each module should meet a specific objective and guide the user toward a defined action.
Avoid conversation loops and provide an escape route: in case of unexpected responses or errors, the bot should suggest alternatives, ask for repetition, or offer the option to contact a human agent.
Incorporate delays to humanize responses: short pauses help prevent overwhelming the user and make the conversation flow more naturally.
Ensure clarity and concise instructions: modules should be easy to understand and guide the user step by step, using buttons or Quick Replies when possible.
Handle exceptions and errors empathetically: in case of offensive language or unexpected input, the chatbot should respond consistently, maintain a respectful tone, and offer alternative support.
Summary
To build effective ChatFlows in Voxloud:
Aspect | What to Do |
Clear Logic | Connect modules in a logical sequence with a definitive end point (“End Chat”). |
Module Types | Use modules appropriate for the purpose: data collection, information delivery, or actions. |
Humanization | Add delays to simulate natural interaction. |
Best Practices | Avoid loops, provide escape routes, and use clear, simple language. |
Request Information Modules in Voxloud ChatFlow
Request Information Modules in Voxloud ChatFlow
Request Information modules are designed to collect valuable data from your customers or leads during an automated conversation. All submitted information is stored in the contact record, making it available for future reference.
Let’s review them in detail:
Name: prompts the user to provide their name.
Recommended configuration: customize the text (e.g., “What is your name?”), set the subsequent module (e.g., Phone Number), and apply advanced rules such as a character limit (e.g., max 100) or a 1-second delay to make the response feel more human.
Phone number
Email
Single Choice: provides the user with a set of options to branch the flow.
Text Question: allows the user to respond freely with text.
WhatsApp Flow: sends a predefined WhatsApp form (which can be created directly through Meta).
(Image – example of an available WhatsApp Flow module)
Appointment: allows the user to select an available date and time for a booking
Location: allows the user to share their geographical position.
Numeric Input: requests the entry of a numerical value.
Smart Question: analyzes user responses to detect keywords and personalize the ChatFlow accordingly.
Catalogue (→ Send Information): displays a product catalog.
Redirect (→ Trigger Action): routes the user to another flow.
Document (→ Send Information): sends a document or a link to download it.
Address: collects the user’s address information.
API: integrates custom actions such as a robocall.
(Image – API button or section within the ChatFlow module)
Best Practices for Request Information Modules
Always connect modules logically: each step should lead to the next, avoiding dead-ends that block the conversation.
Configure advanced rules: customize error messages, set limits, and add a delay to make the interaction feel more natural.
Finalize the flow with “End Chat” to close the session clearly.
Send Information Modules in Voxloud ChatFlow
Send Information Modules in Voxloud ChatFlow
Send Information modules allow you to deliver useful content to your Customers or Leads during an automated chatbot conversation. These messages are one-directional: the bot sends information but does not expect a reply.
Let’s review them in detail:
Available Module Types
Message: sends a simple text message to the contact. Useful for direct or introductory communications.
Image/GIF
Permette di inviare immagini caricate, GIF da una libreria o tramite URL. Ideale per contenuti visivi accattivanti.
Video: shares a video via link or direct upload, useful for explanations or promotions.
Web Link: sends a link to an external website, such as a landing page or a product page.
Single Product: displays a single product from a catalog, allowing the user to interact with it.
Multi Product: presents multiple products at once, giving the customer the option to choose.
Template: sends a pre-approved message from Meta using a WhatsApp Template. Ideal for initiating outbound conversations in compliance with WhatsApp policies
Trigger Action Modules in Voxloud ChatFlow
Trigger Action Modules in Voxloud ChatFlow
Trigger Action modules allow the chatbot to perform specific actions within the ChatFlow without requiring direct input from the Customer or Lead. They are essential for automating processes, handling complex conversations, and integrating external services.
Let’s review them in detail:
Types of Trigger Action Modules
Live Chat: transfers the conversation from the chatbot to a human agent in real time, ensuring personalized support.
ChatGPT: connects the conversation to ChatGPT, which responds using the Knowledge Base configured within the Voxloud platform
Redirect: transfers the user to another ChatFlow, useful for guiding Leads through different conversational paths based on their responses
Payment: initiates the payment process and, based on the outcome (success or failure), redirects the user to a dedicated flow.
WhatsApp Payments: enables money transfers directly within WhatsApp, providing a fast and integrated purchasing experience.
