Managing bot flows

Bot flows are a powerful way to connect your business’s data to return details like order status or product availability. You can also collect details from your user’s bot session to pass along to your live agents.

There are 2 types of bot flows:

• Main flow: Bots have just one main flow. Main flows are what you want to happen when the user first opens your chatbot. You can use it to greet your users, provide suggestions buttons to address common issues, or even gather information using data dips. The main flow cannot be deleted or unpublished.
• Sub flow: Sub flows are triggered when a specific intent is detected from a user's query. User questions that do not trigger a workflow will continue to see your knowledge content. You can have unlimited sub flows.

This article covers:

• How to add a sub flow
• How to edit or delete a sub flow

Prerequisites for managing bot flows

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license

How to add a sub flow

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agents.
3. Create a chatbot or click an existing chatbot.
4. Click the Bot Flows tab.
5. Click Add Flow.
6. In the Add Flow dialog box, specify the following:
   • Name: Enter a display name to help identify the bot flow.
   • Description (Optional): Enter a description for the bot flow.
7. Click Add.
   The bot flow editor will open in a new tab.

How to edit or delete a sub flow

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Virtual Agents.
3. Create a chatbot or click an existing chatbot.
4. Click the Bot Flows tab.
5. To the right of the bot flow you want to edit, click the ellipses icon and then select one of the options:
   • Edit: Edit the bot flow’s name or description.
   • Delete: Delete the bot flow.