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Flows overview

Flows are workspace-scoped automations: a trigger starts a journey, steps on a canvas define what happens next, and optional agent, channel, and WhatsApp scoping limits where the flow runs. Turn a flow on with the Active toggle when you are ready for it to execute.

Live URL: live.chatmaven.ai/workspaces/flows

Getting here
  1. Sign in to ChatMaven.
  2. Top bar: Workspaces.
  3. Sidebar: Flows.

You can also open sibling workspace areas from the same sidebar: Agents, AI Tasks, Templates, Forms, Files Library, Tags, Custom Fields, and Roles.

A flow consists of a trigger and one or more steps connected on the canvas. Use My flows for flows you own; use Templates for starter designs (not the same as workspace Templates for message copy).

Flows list​

On My flows, ChatMaven shows a searchable table of flows in the current workspace.

Flows list with My flows, search, and table

  • Search flows… filters by name.
  • Add flow opens the flow builder for a new flow.
  • Pagination appears when you have many flows (for example 1–20 of 27 flows).

List columns​

ColumnMeaning
FlowName and a short trigger summary (for example Conversation Condition Match when message contains 'help').
StatusActive or Inactive.
# agentsHow many agents this flow is scoped to.
ActionsEdit, duplicate, delete.

Unlike some platforms that use Draft / Published / Stopped, ChatMaven uses a single Active toggle in the builder and reflects status in this column.

Actions you can perform​

From the Flows module you can:

Configure triggers and individual steps in the dedicated guides: Trigger and Steps.

Create a flow​

  1. On My flows, click Add flow.

Add flow button

  1. ChatMaven opens the flow builder with a START node and the STEPS palette.

Flow builder with STEPS palette

  1. Set the flow name in the header.
  2. Choose a trigger on the START node.
  3. Drag steps from STEPS onto the canvas and connect them.
  4. Configure each step in the right-hand panel, then Save the flow.

Scope the flow (optional)​

In the builder header you can limit where the flow runs:

ControlPurpose
ActiveWhen on, the flow can run for matching conversations.
AgentRestrict to one or more agents in the workspace.
ChannelsNo selection = all channels. Check channels to restrict (for example Web Chat and WhatsApp only).
WhatsApp integrationWhen WhatsApp is in scope, pick the linked WhatsApp number for this flow.

Agent scope dropdown

Channel scope multi-select

WhatsApp integration (phone number)​

Next to the Channels dropdown, the WhatsApp integration control selects which WhatsApp number this flow uses for WhatsApp-specific steps.

WhatsApp integration phone number dropdown

  • The dropdown lists WhatsApp numbers connected to the agent(s) selected in the flow header.
  • Required for WhatsApp Template and WhatsApp Flow steps to load templates and Meta flows. See WhatsApp & flows.
  • Shows None when no selected agent has WhatsApp connected, or when WhatsApp is not included in channel scope.
  • To use WhatsApp steps: scope the flow to WhatsApp in Channels, select the correct agent(s), then pick the phone number here.

The flow builder​

The builder has four main areas:

AreaPurpose
Top barFlow name, Active, agent/channel/WhatsApp scope, Test.
STEPS paletteDraggable step types grouped by category.
CanvasVisual graph of triggers and steps; zoom and fit controls at the bottom.
Configuration panelOpens when you select a node; edit fields and Save that step.

Complex flows can chain menus, conditions, nested flows, WhatsApp templates, and integrations. The canvas is only a map of your logic—not every flow uses every step type.

Example flow canvas with connected steps

Canvas controls:

  • Zoom in / Zoom out
  • Fit view
  • Toggle interactivity (lock or unlock panning)

Step types are documented by category under Steps in the sidebar: Conversation, WhatsApp & flows, AI, Routing & CRM, and Integrations.

Configure a step​

  1. Click a step on the canvas.
  2. Edit settings in the right panel (for example question text, variable name, template, or API mapping).
  3. Use Save on the panel. Use Cancel at the bottom of the builder to leave without saving the whole flow.

Use {{variableName}} in message and note text to insert values from earlier steps (for example {{answer}}, {{name}}). See Custom fields for keys used in Update Contact and conditions.

Save a flow​

Click Save at the bottom of the builder.

  • Resolve step configuration errors before saving when the product blocks save.
  • Open Flow validation notes (warning icon next to Save) to see hints—for example variables that may be empty at runtime and will use guest fallback values.

Save and Flow validation notes

Test a flow​

Click Test in the builder header to exercise the flow on a channel the product supports. Testing helps verify triggers, menus, and branches before you leave the flow Active for live traffic.

Test control in the flow header

Activate a flow​

Use the Active toggle in the builder header (or ensure the flow shows Active on the list).

  • Active — Matching conversations can enter the flow.
  • Inactive — The flow does not start for new matches; existing in-progress behavior depends on product rules.

There is no separate Publish or Stop step: activation is the Active switch.

Active toggle

Start from a flow template​

  1. On the Flows page, switch to Templates.

Flows Templates tab

  1. Use the Domain filter if shown (for example All, Banking & Finance, Healthcare).
  2. Open Details or click Use template on a card.
  3. Adjust steps in the builder, then Save.

Flow template cards with domain filter

Starter templates include examples such as Welcome, Out of Office, Appointment Booking, Lead Qualification, and Banking – FAQ / Topic Picker.

Edit, duplicate, or delete a flow​

Edit​

  1. On My flows, click the pencil (edit) icon in Actions.

Edit flow from the Actions column

  1. Change the canvas, scope, name, or Active state, then Save.

Duplicate​

Click the duplicate icon in Actions. Rename the copy in the builder.

Duplicate flow from the Actions column

Delete​

  1. Click the trash icon in Actions.
  2. Confirm if ChatMaven prompts you.

Delete flow from the Actions column

Variables primer​

SourceExample
Question stepVisitor reply stored as answer, main_menu, etc.
Set Variable stepStatic or computed values for later steps.
HTTP Request stepResponse fields mapped to variable names (see Integrations).
Custom fieldsContact properties via Update Contact or conditions.

Reference variables in text with {{variableName}}.

FAQ and troubleshooting​

Why does my flow not start?​

  • Confirm Active is on.
  • Check the trigger (for example keyword match vs conversation started).
  • Confirm agent and channel scope includes the conversation you are testing.
  • For WhatsApp, verify the correct WhatsApp integration number is selected.

Can multiple flows run on one conversation?​

Multiple flows may match; design triggers and scopes so they do not conflict. Avoid loops when using ChatMaven Flow to call another flow that could trigger the parent again.

Why did the flow end early?​

  • The contact took a branch with no follow-up steps (for example Otherwise on a Condition with nothing connected).
  • A step failed (for example message outside the messaging window).
  • See Conversation steps and category guides for branch and timeout behavior.

What are Flow validation notes?​

Warnings about configuration that may work but is risky—commonly variables used in messages that might be empty at runtime. Fix mappings or add fallback text in Message steps.

Do I need every step type in one flow?​

No. A single flow might be only a welcome message, or a large menu with nested flows and WhatsApp templates. Add only the steps your use case needs.