# Create Chatflow

## 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:

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FDZd51ECcpBNa8nqkqaM6%2Fimage.png?alt=media&#x26;token=ff50cfe1-9961-4aad-9ef7-e266faae7e4c" alt=""><figcaption></figcaption></figure>

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## How to Customize the Chat Flow

### 1. Access the Chat Flow Editor

1. Click on the Bots and Select your bot.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FjFWBpHJVlOtZyp0zYRQs%2Fimage.png?alt=media&#x26;token=d8cee412-4611-463f-8f7a-46385b3f3a87" alt=""><figcaption></figcaption></figure>

2. Click on the Chatflow tab from the expanded menu.
3. Select the flow you want to edit or create a new flow.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FcVaXt8w7YwxGqnUBOe5n%2Fimage.png?alt=media&#x26;token=fffe16f5-571d-4990-b02f-e8a88434bd03" alt=""><figcaption></figcaption></figure>

4. Select your pre-created chatbot from the list (you can also search by name).
5. To start fresh, you have two choices:

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### 2. Import an Existing Flow

#### a. Import Flow

* Click **Import flow** button on the top-right.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F1JYgCERH8q7ueNYkZDYh%2Fimage.png?alt=media&#x26;token=166e7ee0-cd48-45bb-b126-5d6d183ef245" alt=""><figcaption></figcaption></figure>

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

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FrMATg3loLBuhiALSc1KP%2Fimage.png?alt=media&#x26;token=3bba2907-82c4-4273-80ad-521885eed3f4" alt=""><figcaption></figcaption></figure>

#### b. Create a New Flow

* Click **Create New Flow**.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FR1DaxLUIcZBkZf6l7yyL%2Fimage.png?alt=media&#x26;token=b78036c0-391e-49e0-a0f5-311fe9c222f6" alt=""><figcaption></figcaption></figure>

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

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2Fu2cliF1udxSmhVlUlcyc%2Fimage.png?alt=media&#x26;token=8d06e702-2600-4654-a4e0-074db1117586" alt=""><figcaption></figcaption></figure>

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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 Chat Components

&#x20;Select components from the 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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FIpRYjP2qRXHhjBTgIUdY%2Fimage.png?alt=media&#x26;token=d135a25f-35e2-4831-a292-9ffe9184934b" alt=""><figcaption></figcaption></figure>

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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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FfaVdVQjfVJjecpqCcCMh%2Fimage.png?alt=media&#x26;token=3bcc0a5c-8283-4625-9e26-46135ee65697" alt=""><figcaption></figcaption></figure>

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## 3. Edit & Customize Components

#### a. 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:

{% content-ref url="../../website-mobile-app-bot/manage-chatflow/components-in-chatflow" %}
[components-in-chatflow](https://help.botpenguin.com/bots/website-mobile-app-bot/manage-chatflow/components-in-chatflow)
{% endcontent-ref %}

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#### b. Create/Reorder Chat Flow

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2Fw8fmRIxZEtjRz0iGgJpK%2Fimage.png?alt=media&#x26;token=27994bf5-e070-4734-ab7f-5c6badac9443" alt=""><figcaption></figcaption></figure>

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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#### c. 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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FedcE068dGUopmpYLW201%2Fimage.png?alt=media&#x26;token=50daaa42-edac-4502-99dc-17661b2aa2a1" alt=""><figcaption></figcaption></figure>

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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#### d. 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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F73gBDVgHoyUA4WQxsg79%2Fimage.png?alt=media&#x26;token=daa700a5-b9da-4670-b14d-8c1433869171" alt=""><figcaption></figcaption></figure>

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#### e. 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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FQvlvdUxD91RuOggpL2cX%2Fimage.png?alt=media&#x26;token=a54b5760-cc60-4e78-8aa7-fd3f313c88ac" alt=""><figcaption></figcaption></figure>

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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.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FqRLW2BFLwSJuvtXIVbiA%2Fimage.png?alt=media&#x26;token=71aaeeda-2061-4926-aa7e-ee61913fe271" alt=""><figcaption></figcaption></figure>

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## How to Transfer Flows Between Bots

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

{% embed url="<https://youtu.be/_PiHmL3wr-Q>" %}

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!

{% hint style="info" %}
Chats cannot be transferred between different kinds of bot. A website bot flow can only be transferred to another website bot
{% endhint %}

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If everything looks correct and you are still unable to move forward, write to us at <support@botpenguin.com>. We will respond back within 48 business hours.