Chat flow action reference

Once a trigger starts the flow, actions create the visitor's journey. They can send information, ask questions, collect details, offer a booking, organize the conversation, or create a task for the team.

The best flow is not the one with the most blocks. Choose the smallest set of actions that helps the visitor reach a clear outcome and leaves your team with the context it needs.

In this article, you'll learn:

• Which actions shape the conversation
• Which actions capture leads or offer meetings
• Which actions organize team follow-up
• How to configure and verify action blocks

Conversation actions#

These actions control what the visitor reads and how they respond inside the flow:

• Send message sends text with an optional image and links. It can also display a card with a title and usable link.
• Detail question collects an open response. Optional validation can expect an email, name, or phone value.
• Choice question presents choices and can create a different branch for each answer, plus a default path.
• Delay waits for the configured number of seconds before continuing.

Use images only when they clarify the choice or message. Keep the text understandable without relying on the image alone, and make every link label describe where it goes.

Conversion actions#

Use conversion actions when the visitor is ready to share contact details or choose a meeting time:

• Capture lead displays a selected active lead form and can include an optional accompanying message.
• Book meeting shows an inline calendar or a link to a public booking page. The selected meeting type must be eligible, public, active, and have exactly one host. A flow supports one booking action.

The form or meeting type is a reusable dependency, so prepare it before activation and retest the flow after changing it. For fields and consent, see Create and manage lead forms.

Team workflow actions#

These actions organize what your team receives after the visitor reaches that point:

• Assign category applies a selected enabled conversation category.
• Create ticket creates an open ticket with a title, priority, assignment mode, optional due time, and optional category.

A ticket action must come after an active lead form that collects email on every possible route into the action. Assignment can use the workspace default, remain unassigned, or select a specific active user. Available priorities are Low, Normal, High, and Urgent.

The visitor does not need to understand these team-side settings, but your test should confirm that the resulting category, assignee, priority, and due time are useful to the people doing the follow-up.

Configure and verify#

Select each block to complete its settings. The block summary gives you a quick view of what it will do, while the builder diagnostics point to missing required fields or referenced assets.

Resolve every warning before activation. Then test both sides of the action: what the visitor sees and the resulting lead, booking, category, or ticket your team receives.

See Branch a flow and capture details for path design and Understand automation dependencies for asset readiness.