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Conversation steps

Conversation steps handle messaging, links, questions, forms, and branching inside a flow. Drag a step from the STEPS palette under Conversation, connect it on the canvas, click to configure, and Save in the right-hand panel.

Prerequisite: set a trigger on START, then add steps.

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

STEPS palette with Conversation category

Working with steps​

ActionHow
AddDrag from STEPS or use the connector on the canvas.
ConfigureClick the step; edit the right panel; Save.
ConnectDraw edges between nodes to define order and branches.
DuplicateUse the duplicate icon on the selected step card.
DeleteUse the delete icon; confirm if branches are removed.

Use {{variableName}} in text fields to insert values from earlier steps.

Message​

Send a conversational message to the contact.

Message step configuration

  1. Add Message from STEPS under Conversation.
  2. Click the node and enter message text in the right panel.
  3. Optionally attach image or video where the channel allows.
  4. Insert variables with {{variableName}} or pick from the variable list.
  5. Save the step.

Tips:

  • Keep first messages short when using keyword triggers.
  • For WhatsApp-only template sends outside the session window, use WhatsApp Template on a WhatsApp branch instead. See WhatsApp & flows.

Send a link the contact can open (button or URL depending on channel).

Open Link step configuration

  1. Add Open Link from STEPS under Conversation.
  2. Enter the URL and label or button text if the channel supports it.
  3. Save the step.

Tips:

  • Use HTTPS links.
  • Pair with Question if you need confirmation after they visit the link.

Question​

Prompt the contact and save the reply to a variable.

Question step configuration

  1. Add Question from STEPS under Conversation.
  2. Enter question text (supports formatting and media in the editor).
  3. Set the variable name (for example answer, main_menu).
  4. Configure response type (for example text, or choice-style options for menus).
  5. Save the step.

Tips:

  • Name variables clearly; later Condition steps often branch on them.
  • Multi-option menus in complex flows behave like questions with named outputs (for example → main_menu on the canvas).

ChatMaven Form​

Display a workspace form inside the conversation. Use it to collect structured data without building every field as a separate Question step.

ChatMaven Form step — select a workspace form

  1. Create the form under Workspaces → Forms if it does not exist.
  2. Add ChatMaven Form from STEPS under Conversation.
  3. Click the node and select the form from the dropdown.
  4. Optionally map fields to contact attributes in the panel.
  5. Save the step, then Save the flow.

How it works:

The flow pauses while the contact completes the form. Submissions receive a Submission ID visible on Contacts, Analytics → Forms, and submission details. Fields mapped to contact properties update the contact record when configured on the form.

Tips:

  • Reuse forms across agents via workspace Forms instead of duplicating questions in every flow.
  • Follow with Message thanking the contact or Add Note for agents.

Condition​

Branch the flow based on rules—contact fields, tags, variables from earlier steps, or the contact's last answer.

Condition step with branches on the canvas

  1. Add Condition from STEPS under Conversation.
  2. Connect it after the step that provides the data to evaluate.
  3. Click the node and define rules in the right panel.

Common rule styles:

Rule sourceExample
Answer or choiceBranch when the visitor chose Yes vs other options
Contact infoTag present, custom field equals a value
Variable{{status}} equals 200 after an HTTP step

The canvas may summarize the step as Routes by answer or contact info with named branches (for example Yes if choice is "Yes" and Otherwise).

  1. Connect each branch to the next steps. Always wire Otherwise to a fallback path when possible.
  2. Save the step, then Save the flow.

Tips:

  • Add a Message or Question on Otherwise so contacts never hit a dead end.
  • For API-driven routing, map HTTP response fields first, then branch on those variables. See Integrations.
  • Keep conditions simple; chain multiple Condition steps instead of one overly complex node.
Condition on START vs Condition step

Conversation Condition Match on START decides whether the flow starts. The Condition step branches inside an already-running flow. See Trigger.