Bot Flows¶

Build visual chatbot flows that answer your shoppers automatically — order status, product questions, COD confirmation, cart recovery and returns. Drag and drop, no coding required.

Open Marketing & messaging → Bot Flows.

Flow basics¶

A flow is a canvas of nodes joined by connections. It starts at a Trigger node and follows the connections as the conversation progresses.

Each flow has a name, description, version and a status:

DRAFT → PUBLISHED → ARCHIVED

Only a published flow handles live conversations. Editing a published flow and saving creates a new version.

Building¶

Drag nodes from the node panel onto the canvas, or use node search
Click a node to open its settings dialog
Use the outline panel to navigate a large flow
The validation panel lists problems — an unpublished flow with validation errors cannot go live
Duplicate or delete whole flows from the flow list

Testing¶

Open the Channel Simulator and talk to your flow as a customer would, before it is published. Simulator sessions can be shared by link, so a colleague can try the flow without a dashboard login.

Node reference¶

Conversation¶

Node	Purpose
Trigger	Where the flow starts
Send Message	Send text, with variables substituted
Send Media	Send an image, video or document
Quick Reply	Offer tappable buttons
Multi-Select	Let the customer choose several options
Collect Input	Ask a question and store the answer
Handoff	Pass the conversation to a human agent
Open / Close Conversation	Change conversation state
Assign Conversation	Route to a specific agent

AI¶

Node	Purpose
AI Response	Generate a reply
AI Agent	An agent that can reason across several turns
RAG System	Answer from your own knowledge base rather than general knowledge
Classify Intent	Decide what the customer wants, then branch on it
Voice Agent	Handle the conversation by voice
Memory	Remember facts across the conversation
Smart Query	Ask a question of your data in natural language

Logic & flow control¶

If Condition · Switch · Loop · Delay · Merge · Jump To · Trigger Flow (run a sub-flow) · Error Handler · End Flow

Data & integrations¶

HTTP Request · Database Query · Google Sheets · Transform Data · Set Variable · Get Variable · Date & Time

Customer actions¶

Create / Update Contact · Add Tag · Update Lifecycle · Assign to an agent

Tags set here are the same tags you target campaigns with, so a bot conversation can drop a shopper straight into an audience — tag everyone who asked about sizing, then send them the sizing guide campaign.

What to build first¶

These are the flows that pay for themselves in an online store. Start with one.

Where is my order?Product questionsCOD confirmationCart recovery repliesReturns and exchangesPost-purchase follow-up

The single most common message any store receives.

Trigger → Collect Input (order number) → HTTP Request to your store → If Condition on the status → Send Message with the tracking link. Add a Handoff branch for orders the bot cannot find.

Deflects the majority of your inbox volume without a human touching it.

Trigger → RAG System pointed at your catalogue, sizing guide, materials and care instructions → Send Message.

Because RAG answers only from your own content, the bot quotes your real return window rather than inventing one.

Confirm cash-on-delivery orders in the conversation: Quick Reply with Confirm / Cancel / Call me, then Add Tag and Handoff on a callback request. See the COD Confirmation Center, which ships this flow ready-made.

When a shopper answers your abandoned-cart message, the flow takes over: Classify Intent → answer a price or shipping objection from RAG, offer the cart link again, or Handoff to a human to close the sale.

Collect Input (order number, reason) → Add Tag → Handoff with the details already gathered, so your agent opens a conversation that is ready to action instead of starting from scratch.

Ask for a review, offer a reorder, or check delivery went well — triggered from an automator a set number of days after the order.

Keeping AI honest¶

RAG System answers only from the content you give it, which is how you stop a bot inventing policies you do not have.
Give every flow a Handoff node. A bot that cannot escalate frustrates customers.
Add an Error Handler so a failed HTTP call or API timeout does not leave the customer with silence.

Operations¶

Three pages sit under Bot Flows:

Page	What it shows
Executions	Every run of every flow, and where each one went
AI Usage	What the AI nodes consumed — watch this for cost
AI Logs	What the AI actually said, per call

Check Executions first when a flow "did nothing" — usually it ran and took a branch you did not expect.

Install Shrinkit on your store¶

Shrinkit works with Salla, Zid and Shopify. Install the app on your store and your orders, carts, products and customers appear in the dashboard automatically — no coding, no data import.

Install on Salla Install on Zid Install on Shopify

Not on any of those platforms yet? Talk to us on WhatsApp.