Flows can contain multiple triggers and replies. However not every different trigger and the reply is supported with each connected channel. The following table shares an overview of each supported trigger and reply of the most popular messaging channels. Trigger Web widget Facebook Messenger WhatsApp RBM Telegram SMS Twitter Flow Templates Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Any text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Unknown ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Image ✔️ ✔️ ✔️ ✔️ ✔️   ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ ✔️     ✔️ Video ✔️ ✔️ ✔️ ✔️ ✔️   ✔️ ✔️ Audio   ✔️ ✔️ ✔️ ✔️   ✔️ ✔️ Location ✔️ ✔️ ✔️   ✔️   ✔️ ✔️ Timer ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️   Generic replies Web widget Facebook Messenger WhatsApp RBM Telegram SMS Twitter Flow Templates Text ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Emojis ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ Animated gifs ✔️ ✔️           ✔️ Event ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️   Action ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️   Image ✔️ ✔️ ✔️ ✔️ ✔️   ✔️ ✔️ File ✔️ ✔️ ✔️ ✔️ ✔️     ✔️ Video ✔️ ✔️ ✔️ ✔️ ✔️     ✔️ Audio ✔️ ✔️ ✔️ ✔️ ✔️     ✔️ Location ✔️ ✔️ ✔️ ✔️ ✔️     ✔️ Card ✔️ ✔️   ✔️ ✔️     ✔️ Carousel ✔️ ✔️   ✔️ ✔️     ✔️ List ✔️     ✔️ ✔️     ✔️ Buttons ✔️ ✔️   ✔️ ✔️     ✔️ Quick replies ✔️ ✔️   ✔️ ✔️     ✔️ Reset ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️   Tags ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️   Handover ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️   Resolve ✔️ ✔️ ✔️ ✔️ ✔️ ✔️ ✔️       Specific messages Web widget Facebook Messenger WhatsApp RBM Telegram SMS Twitter Flow Templates OTNR   ✔️           ✔️ List Picker               ✔️ Time Picker               ✔️ RichLinks               ✔️ Apple Pay               ✔️ Templated message     ✔️          

Flow always   starts with a single trigger. This could be   text   or another type of   event, like sharing a   location. Flow features a state-of-the-art NLP engine that can   train   be trained to understand different types of user input within the context of a conversation.   In the above example, you see a text trigger that is matched when a user sends   Hi. Triggers do not have to be user-initiated. For example, simply opening a webpage or a scheduling service could trigger an event that sends a message. Adding triggers To add a trigger, you can simply drag and drop it on the design canvas.     Types of triggers: The following can be used to trigger a flow:  1. Text trigger 2. Any text trigger 3. Event trigger 4. Unknown trigger 5. Media trigger 6. Location trigger 7. Timer trigger We support different triggers, including timers and any text that are used for more advanced use cases. Read more about the different   supported messaging channels.

This trigger is used when you want to reply to a text of voice message. Drag and drop the text trigger from the trigger library. Determine based on what a user says or types what his or her intention is. Next to determining the user intent, the system can extract data from a sentence in the form of   entities . Text triggers work with advanced contextual language classification (NLP) and contextual matching algorithms. Exact match If you train your intent with fewer than 5 examples, the text trigger will only respond to exact matches of the entered data. Natural Language Processing To get better results from the   NLP, we recommend that you train each intent with at least 10 examples. Quick replies and buttons Text triggers can be called using quick replies and buttons with a   payload   type. To create quick replies, you select the response on your flow canvas. In the right pane, you see the options to add quick replies. There are two types of quick replies: send a text or share location. Every quick reply has a label and a value. The label can, for example, be "YES" and the value sent can be "Yes, I want to go there".

The Any text trigger is a special case where you want to respond to   anything   a user might say or send or collect free form data. This allows you to respond to broad input you cannot train the AI for. Use cases are   open input   like asking a user about a complaint or finding a piece of data like an email address. Entity type By default the   Any text   is of a text type. Whenever a user sends or says something, it gets put inside a param you can specify the name for. You can also limit the matches that are made to   system   or   custom   entity types. The following types are supported: Type Description Example match date Will find and convert any date in natural language to a UTC date Next Saturday time Will find and convert any time in natural language to a UTC date Around 12pm Number Find and convert numbers twenty five Email Finds an email address My email is   Jane@doo.corp Phone number Finds a valid phone number that’s (055)1133211 URL Finds a valid URL my website is   www.janedoocorp.com Distance Finds a unit of distance I think 2km Money Finds a currency and ammonite I have 20 EURO If the Any text has a specific type, a match is only made if it can match the data. This also allows you to   branch   the Any text with other Any text or   unknown   triggers. Params are lists Data that is captured can be a list. Flow does not override any data but always appends it. The following is an example of a JSON representation of a captured param: { "phoneNumber" : [{ "value" : "+1234567890" , "match" : "My number is 1234567890" }, { "value" : "+9012345678" , "match" : "My landline is 9012345678" }] } String templates Extracted data can be used dynamically inside replies using   string templates. Filling user profile attributes User profile attributes can be set using params by giving them a system-defined name. The following profile data can be filled: user.name user.profile.fullName user.profile.firstName user.profile.lastName user.profile.gender   (M/F/U) user.profile.locale user.profile.timezone   (offset from UTC, -1) user.profile.email user.profile.picture   (url) Read more Using extracted data String templates  

Events are system triggers a user does not visibly notice. You can use events to specifically trigger flows. This is useful for example to automatically   show a welcome message   or trigger a flow from   cloud code   or   webhooks. Events also allow you to design complex apps that reuses flows. Note: You can only use events as the starting trigger of a flow. Trigger event using   code action   action async payload => { trigger( 'EVENT_NAME' ) }      

Whenever the system receives a trigger it cannot match the Unknown will be triggered. You can use this for fallback scenarios.     Our NLP engine learns based on the examples you provide for each intent. If there are specific queries the NLP should not match, you can add these as examples to the Uknown intent. This is especially useful in delicate situations like customer support. Unknown triggers can be placed within the context of a flow. That way you can easily differentiate the reply actions based on the context of a flow. Note that the unknown is also triggered when a user for example shares an image and you do not have a flow handling this specific situation.

Image, audio and video triggers allow to create responses whenever a user shares one of these types. Just like the location trigger the shared resource is available inside the params of a query and can be used within the context of a Flow. You can expect any shared media to be available through a URL. Note: The shared file is only available for a limited time.

If a user decides to share his or her location you can respond to that. The system automatically adds the latitude and longitude values to the params of the query. Location triggers can also be placed within the context of flows so it also allows.

The timer trigger is triggered when a user is inactive for a specific time period. You can use the trigger after a reply or as a branch within a flow.

Each trigger allows you to respond by sending   replies or calling   actions. Where the trigger is the action, replies are the reaction that takes place when a trigger is matched.     Adding replies Adding replies is done in the same way as triggers. Simply drag and drop them beneath any trigger.   The combination of a trigger with replies is what we call a step.   Each flow consists of a number of steps. And each step allows you to respond or act on the  trigger   within the   context   of the entire flow. Types of Replies Using the Design app you can reply with the following reply forms:  Text Event Action Media Rich UI Reset  You can add   multiple replies   to a trigger, just note that not every type of reply is supported by every messaging channel. 

A basic form of reply that translates into spoken word or text bubbles, depending on the channel. String Templates String templates are variables that can be used within Any text trigger. They can be used also in text replies, titles and subtitles of a card and in button labels. For example:     Param selection Multiple params render as a list within string templates. You can select the elements that will be rendered. For example to access the last element of the list use   param.last.match :   First element of the list can be accessed by   param.first.match   or   param.0.match . It also works with   value :   param.first.value ,   param.last.value ,   param.*any_digit*.value . Within text replies you can use variables that are matched by the AI. If you trained the AI to match entities they can be used with a template syntax. For example if you trained the AI with a entity called   country, you will be able use it like so: I am going to check the weather for {{country}} This would result in a response like: I am going to check the weather for France Entity matches could be fuzzy and by default templates print the   value   of a matched parameter. You can also access the match by using   {{param.match}} Text variants It's also possible to send different replies to make your dialog less repetitive    

Event reply actions allow you to jump to another part of a flow. They are great for breaking up flows into multiple re-usable parts.

Send images, videos and audio replies. Requirements Any image or video file should remotely accessible and hosted on a secure (https) environment. Send an image. Depending on the Channel your solution integrates with, an image is cropped. We advice you to maintain a 1.91:1 or 1:1 (square) aspect ratio. Recommended file formats are: Media Format image .png ,   .jpeg ,   .gif video .m4v audio .m4a ,   .mp3 ,   .wav   Note: Unfortunately it's not possible to share YouTube videos.  

List messages are a vertically scrollable set of list items that may each contain text, an image, and button. Not all messaging channels fully support list messages. To check the level of support across Flow messaging channels see   integration capabilities .

Quick replies are a great way to walk the user through a specific flow, by suggesting various courses of action. A quick reply, once tapped, will insert a reply on behalf of the user. Quick replies are invaluable when building a bot or automated conversation flow, because they keep your user focused and provide clear instructions on how to proceed. Each quick reply button has an associated action, which should uniquely identify the intent of the action. When the user answers with one of the suggested quick replies. Quick replies can complete the following action: Trigger an event Send text as the user Unlike   buttons, quick replies disappear after the user taps on one or if a new inbound or outbound message arrives.

Location reply actions allow you to quickly send a location to your users. Depending on the capabilities of the channel used by the user, location messages will be rendered either as a map image or as a Google Maps link. The user can then open that location in the mapping application built into their OS or in Google Maps.

Cards are a compound message consisting out of text, an image or buttons. Depending on the connected messaging channel, cards are rendered differently.

Carousel messages are a horizontally scrollable set of   cards   that may each contain text, an image, and buttons. Not all messaging channels fully support carousel messages; to check the level of support across Flow messaging channels see   integration capabilities .    

Enhance your bot with buttons to make it easier for customer to choose an action. Buttons can complete the following action: Trigger an event Send text as the user Open a URL Open a URL in a webview The button does not disappear after the user taps on it, and therefore it can be clicked many times. Note: Support varies per channel. Not all channels support opening URLs or webviews.    

Execute an action, like   Cloud Code   or   calling a webhook .     Read more on reply using actions: Tag Reset Resolve Handover