Create Chatflow

Create Chatbot allows you to build and configure your AI-powered assistant by selecting a platform, defining goals, and customizing its behavior inside BotPenguin.

Customize Your Chatbot

Your bot looks great—now let’s make it even smarter. This guide will help you edit and customize your chat flow so your chatbot speaks exactly the way you want.

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What Is a Chat Flow?

A Chat Flow is the structured sequence of messages that shapes how your chatbot interacts with users. It defines the order of questions, messages, and actions, guiding the entire conversation.

Here’s an example of how a chat flow might look:

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How to Customize the Chat Flow

1. Access the Chat Flow Editor

1. Click the Edit Your Chat Flow tab in your bot dashboard.

2. Select your pre-created chatbot from the list (you can also search by name).

3. To start fresh, you have two choices:

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2. Import an Existing Flow

Import Flow

• Click Import Template on the top-right.

• Upload a .json file containing the chatflow you want to reuse.

Create a New Flow

• Click Create New Flow.

• Enter a name for your flow, then click Create Flow.

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Tools to Edit the Chat Flow

The Chat Flow Editor includes a set of tools to help you build, manage, and refine every part of the conversation.

1. Add New Components

Use the Add New Component menu to insert elements such as:

• User input fields (name, email, phone number)

• Single-choice or multi-choice questions

• Web links

• Smart questions

• Live Chat transfers

  These components help you collect valuable data and create meaningful conversational journeys.

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2. Navigation & Design Tools

Toolbar (Bottom-left corner)

This toolbar helps you navigate and manage your flow:

• Fit View – Center the flow on screen

• Zoom In / Zoom Out – Adjust visibility

• Delete Flow – Remove the entire flow and start fresh

• Lock Flow – Prevent accidental edits

Mini Map (Bottom-right corner)

Shows your flow’s position, making it easy to find components even in large, branching chat flows.

Line Connectors

Drag connectors between components to define conversation paths.

Test Flow

Click Test Flow to preview how the chatbot will interact with users.

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3. Edit & Customize Components

3.1 Editing Existing Components

Click any component (e.g., Welcome Message) to edit its content.

Update text, add your brand name, customize buttons, and click Save.

To view the brief details about the component , view this link:

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3.2 Create/Reorder Chat Flow

This section visually represents your chatbot conversation as a top-to-bottom flow. Each block represents a message, question, or action that the bot performs.

You can:

• Add new components

• Reorder existing messages

• Duplicate or delete steps

• Control the conversation sequence without writing code

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Adding Components to the Flow

To add a new step in the conversation:

1. Click the ➕ (Plus) icon between components

2. Select a component from the Add Chat Component panel on the left

3. The component is instantly added to the flow

Available components include:

• Message

• Phone Number

• Email

• Name

• Text Question

• Single Choice / Multiple Choice

• Trigger Actions (Live Chat, Assign Chat, Redirect, AI Response)

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Reordering Chat Flow

You can easily rearrange the flow to match your desired conversation order.

How to reorder:

• Drag and move components up or down

• Place them between existing blocks using the dotted layout grid

🔁 Reordering updates the execution sequence automatically.

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Duplicating & Deleting Components

Each component includes quick action icons:

• Duplicate – Creates a copy of the selected component

• Delete – Removes the component from the flow

Use duplication to quickly reuse similar messages or questions.

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Connecting the Flow

Each component can be linked to the next step using:

• Go to next message (from Customize settings)

• Conditional logic using If/Else Branch

• Actions like Assign Chat or Redirect

This ensures users are guided smoothly without confusion or dead ends.

4. Ending the Chat Flow

To finalize your flow:

1. Go to the last component.

2. In Go to next message, select End Chat.

⚠️ Important:

The flow must end with End Chat to avoid system errors or incomplete conversations.

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How to Transfer Flows Between Bots

Good news—you don’t need to rebuild your flow from scratch!

To transfer flows from one bot to another doesn't require complete reconstruction, it just needs some BotPenguin magic! Use the "Download chatflow" button to download your flows, and import them into the new bots!

Chats cannot be transferred between different kinds of bot. A website bot flow can only be transferred to another website bot

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If everything looks correct and you are still unable to move forward, write to us at [email protected]. We will respond back within 48 business hours.

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