Build a multi-step flow
Flows chain steps into a conversation journey — qualify a lead, deliver a sequence, or hand off to a human — instead of a single trigger-action pair.
Step typeslink
- check_circleSend message — text and buttons on the contact's channel.
- check_circleDelay — wait a set time before the next step.
- check_circleCondition — branch on what the contact said or on captured data.
- check_circleCapture — save the contact's reply (email, phone, name, custom fields) onto the lead.
- check_circleWait for reply — pause the flow until the contact responds.
- check_circleHandoff — stop automation for this contact and flag the conversation for a human in the inbox.
- check_circleAI reply — generate the next message with AI, following your prompt and brand voice.
- check_circleKnowledge-grounded AI — an AI reply that first retrieves relevant passages from your knowledge base, so answers come from YOUR content.
Create and runlink
- 1Go to /flows and create a flow; add and connect steps in the editor.
- 2Give it a trigger (e.g. DM keywords) or start it from an automation.
- 3Activate it. Each contact who triggers it gets their own run; you can watch runs progress and see where contacts drop off.
Frequently asked questions
What happens when a flow hands off?expand_more
The conversation is flagged in the unified inbox and automation is paused for that contact until a teammate resumes it — the contact never gets bot replies mid-handoff.
Do AI steps cost more?expand_more
Yes — AI-generated replies carry a Koin premium on top of the per-send cost. The costs are listed on the billing page before you activate.