The Flows page allows you to create, manage, and test AI conversation flows for your customer interactions. This interface provides all the tools you need to organize and fine-tune flows, from creating new interactions to testing across different platforms.

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Overview

The Flows page presents a card-based layout for each flow, showing the flow’s name and last modified date. You can filter, import, and create new flows here, with options for managing each flow through a dedicated three-dot menu. Flows Page

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Managing Flows

Each flow card has a three-dot menu in the top-right corner with options to manage and test your flow. Here’s a breakdown of the available actions:

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Three-Dot Menu Options

  • Organize Flow: Reorder and structure the flow’s elements for optimized customer interactions.
  • Configure: Modify the settings and parameters for the flow.
  • Test Platform: Test the flow on different platforms, including Voice, Web, SMS, and Email, to ensure compatibility.
  • Selecting Test Platform opens a submenu where you can choose the platform type. This feature lets you type responses as if simulating a specific interface, allowing for easy flow testing without a live setup.
  • Export: Export the flow for backup or reuse in other projects.
  • Generate AI Image: Automatically generate a visual representation of the flow using AI.
  • Delete: Remove the flow from the system.
  • Duplicate Flow: Create a copy of the flow, useful for testing modifications or creating variations.
Three-Dot Menu

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Importing a Flow

The Import option in the top-right corner allows you to bring in previously exported flows. Important: Only import flows that were exported from this system. Manually edited files may cause unexpected behavior. To import:
  1. Click on Import.
  2. Select the file you want to import, either by dragging it into the upload area or using the Upload a file button.
  3. Click Upload to complete the import.
Import Flow

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Filtering Flows

To quickly locate specific flows, use the Filter option. Clicking on Filter opens a sidebar where you can search by the flow’s name. This feature is particularly useful when managing multiple flows. Filter Flows

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Testing a Flow

Testing is crucial for verifying that the flow operates as intended across various communication channels. The Test Platform option in the three-dot menu lets you emulate the flow on Voice, Web, SMS, or Email.
  1. Select Test Platform from the menu.
  2. Choose the desired platform (e.g., Voice, Web).
  3. Begin testing by typing interactions with the AI. This interface simulates the platform so you can check how the flow responds.
Tip: For spelling or phonetic accuracy, ensure that Grace spells words with spaces or dashes as necessary (e.g., “B-R-I-A-N” for Voice). Watch for this during testing to ensure correct handling of names and other sensitive data. Test Flow

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Creating a New Flow

To create a new flow, click the Create button in the top-right corner of the Flows page. This opens a dialog where you can enter the Name and Description of the flow. Once created, you can configure and customize this flow further. Check out our guide on Creating a New Flow for detailed instructions on setting up a new flow. Create New Flow

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Summary

The Flows page is your central hub for managing AI interactions, from creation and configuration to testing and deployment. The platform offers flexible tools to ensure that each flow provides seamless, high-quality customer experiences. Make sure to leverage the Organize, Configure, and Test Platform features to refine flows and maintain consistency across all customer service channels. This guide provides an overview of managing flows, while additional resources are available for in-depth configuration and customization.