Managing bot flows

Bot flows are a powerful way to connect your business’s data to return details like order status or product availability. You can also collect details from your user’s bot session to pass along to your live agents.

There are 2 types of bot flows:

• Main flow: When you create a bot, it always comes with one main flow that can't be removed or hidden. The main flow is where a chatbot conversation begins. It's used to greet users, collect information, or route them to a sub flow for troubleshooting or resolution.
• Sub flow: Sub flows are custom-created flows for specific situations or questions. Since each situation is different, each sub flow should be designed uniquely to address its specific issue.

For example, a company sets up a chatbot with a main flow that starts by greeting the user and ends by asking, "How can I help?". Then, they create separate sub flows for different issues, like Order Problems and Replacement Requests. When a user says, "My package is missing," it triggers the Order Problems sub flow. If they say, "My shirt doesn't fit," it triggers the Replacement Request sub flow. Each issue has its own sub flow to handle it.

This article covers:

• How to add a sub flow
• How to edit or delete a sub flow

Prerequisites for managing bot flows

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to add a sub flow

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agent.
3. Create a chatbot or click an existing chatbot.
4. Click the Bot Flows tab.
5. Click Add Flow.
6. In the Add Flow dialog box, specify the following:
   • Name: Enter a display name to help identify the bot flow.
   • Description (Optional): Enter a description for the bot flow.
7. Click Add.
   The bot flow editor will open in a new tab.

How to edit or delete a sub flow

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agent.
3. Create a chatbot or click an existing chatbot.
4. Click the Bot Flows tab.
5. To the right of the bot flow you want to edit, click the ellipses icon and then select one of the options:
   • Edit: Edit the bot flow’s name or description.
   • Delete: Delete the bot flow.