Branch a flow and collect visitor details

Not every visitor needs the same next step. A choice question can send different answers into different paths, while a detail question lets the visitor explain something in their own words.

Branching is most useful when the answer genuinely changes the next question or outcome. Keeping the paths purposeful and complete is more important than making the canvas look sophisticated.

In this article, you'll learn:

• How to create answer-specific branches
• How to collect open visitor details
• How to keep every path complete
• How to avoid an unmanageable branch structure

Add a choice question#

Write the question and choices before adding the downstream blocks. The choices should be understandable without requiring the visitor to remember an earlier paragraph.

1. Add Choice question after the trigger or another action.
2. Write one clear question.
3. Add concise, mutually distinct answer choices.
4. Open each answer branch and add the appropriate next blocks.
5. Add a default path for any answer that should share a common fallback.

An optional image can support the question, but the wording and choices must remain understandable on their own. Use the default path for answers that do not need a unique journey.

Capture open details#

Use Detail question when a visitor should answer in their own words. Choose validation only when the response has a specific type: email, name, or phone. Use no validation for order context, budget range, technical symptoms, or other free text.

Ask one thing at a time. What happened, and which page were you on? can be reasonable for one troubleshooting detail; a long list of unrelated questions is better split into separate blocks or removed. Every extra question should help determine what happens next.

Keep paths complete#

Once the branches are built, trace every choice from the trigger to its endpoint. Check that each path:

• tells the visitor what happens next;
• collects only necessary information;
• references active, available assets;
• captures email before any ticket action;
• does not end immediately after an unanswered question.

Avoid branch explosion#

If multiple answers lead to the same result, route them through one shared or default path. Deeply nested choices increase maintenance and make it easier for one route to miss a form, confirmation, or required email capture.

Save the flow after meaningful edits, then test every answer combination in the installed widget. A successful first branch does not prove that the others are complete. Follow Test, activate, pause, and troubleshoot a chat flow before launch.