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 two 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.

Requirements 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 bot 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.

Note: In addition to manually designing bot flows, you can also generate flows automatically.

How to edit, delete or export a bot 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:
   • Export: Download the bot flow as a file to save or share.
   • Edit: Edit the bot flow’s name or description.
   • Delete: Delete the bot flow.

How to import a bot flow

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agent.
3. Click the Bot Flows tab.
4. Next to Add Flow, click the Import button and specify the following:
   • Name: Enter a display name to help identify the bot flow.
   • Bot Flow Description (Optional): Enter a description for the bot flow.
   • Version Description: Enter details about the version of the bot flow being imported.
5. Click Import and select the file you want to upload or drag it into the import area.
6. Click Add.