Flows

The Flows module lets you build conversational flows visually — think of it as a canvas where you design the exact path your AI agent should follow during a conversation. Instead of relying solely on the AI’s free-form responses, Flows give you granular control over how interactions unfold step by step. Use Flows when you need:

• Structured conversations: Guide the user through a specific sequence (e.g. onboarding, troubleshooting, data collection).
• Human escalation paths: Define clear rules for when and how a conversation should be transferred to a human agent.
• API integrations: Call external services at specific points in the conversation to fetch or send data.
• Lovi Tools: Leverage built-in Lovi capabilities within the flow for advanced actions.

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Getting Started

When you open the Flows section for the first time, you’ll see an empty state inviting you to create your first flow. Click the + New flow button in the top-right corner (or the + Create my first flow button in the centre) to get started.

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Creating a New Flow

A dialog will appear asking you to configure the basics of your flow:

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Flow Types

Once you’ve filled in the details, click Create flow to enter the flow editor.

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The Flow Editor (Canvas)

After creating a flow, you’ll be taken to the flow editor — an interactive canvas where you design your conversational tree using drag-and-drop nodes and connections. At the top of the editor you’ll see:

• The flow name and the linked AI agent.
• A toolbar with the available node types.
• A Save button to persist your changes.

At the bottom-left, you’ll find canvas controls: zoom in, zoom out, fit to screen, and lock/unlock the canvas.

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Node Types

Nodes are the building blocks of your flow. Each node represents a step in the conversation. You add them from the toolbar at the top of the editor and connect them to define the conversation path.

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1. Agent Node

The Agent node represents a point where the AI agent speaks or performs an action. Use it to:

• Send a message to the user.
• Process information using the AI engine.
• Make decisions based on the conversation context.

This is the most common node — it’s the AI doing its job within the flow.

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2. User Node

The User node represents a point where the system waits for user input. Use it to:

• Capture a specific response from the user.
• Branch the flow based on what the user says or selects.
• Collect data (names, emails, preferences, etc.).

Think of it as a “pause and listen” step in the conversation.

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3. API Node

The API node lets you integrate external services directly into the flow. Use it to:

• Fetch data from a third-party system (e.g. order status, account info).
• Send data to an external service (e.g. create a ticket, update a CRM).
• Trigger webhooks at specific conversation points.

This is how your flow connects to the outside world.

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4. Lovi Tools Node

The Lovi Tools node gives you access to Lovi’s built-in capabilities within the flow. Use it to:

• Perform platform-specific actions (e.g. tag a conversation, assign to a department).
• Use advanced Lovi features that go beyond simple text responses.
• Automate internal operations as part of the conversational flow.

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Building a Flow

Here’s the general workflow for building a conversational flow:

1. Start with the trigger: Every flow begins with a trigger node that defines when the flow starts.
2. Add nodes: Drag nodes from the toolbar onto the canvas.
3. Connect nodes: Draw connections between nodes to define the conversation path. Simply click on a node’s output port and drag to another node’s input port.
4. Configure each node: Click on a node to open its settings panel and define what it does (messages, conditions, API calls, etc.).
5. Save: Click the Save button to persist your flow.

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Tips for Effective Flows

• Keep it simple: Start with a minimal flow and expand as needed. Overly complex trees are hard to maintain.
• Test frequently: After saving, test the flow through your linked AI agent to make sure the conversation feels natural.
• Use branching wisely: User nodes can branch into multiple paths — use this to handle different user intents without making the flow too deep.
• Combine with AI: Flows don’t replace the AI — they guide it. The AI agent still handles the nuance; the flow provides the structure.

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Best Practices

• Name your flows clearly: Use descriptive names so your team knows what each flow handles at a glance.
• One flow per objective: Instead of building one massive flow, create separate flows for distinct goals (e.g. one for onboarding, another for support escalation).
• Document with descriptions: Use the description field when creating a flow — your future self (and your colleagues) will thank you.
• Review and iterate: Flows are living documents. Check your analytics to see where users drop off and refine the paths accordingly.

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Quick Reference