How-to guide
Use the Flow Builder
Use the visual Flow Builder when your customer journey needs multiple messages, choices, conditions, or integration actions.
Before you start
- A goal and trigger for the journey.
- A simple outline of the possible customer paths.
- Any required integrations connected in advance.
Follow these steps
- 1
Start with the trigger and lay out the most direct path to the customer outcome.
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- 2
Add branches only where the customer needs a different message, action, or handoff.
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- 3
Preview the complete journey, then test the key paths before publishing.
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What this helps you do
- • A visual view of complex customer journeys.
- • More control over branching and conditional logic.
- • A shared reference for your team’s automation.
Troubleshooting
- • Use a simple flow for simple tasks—do not add branches without a purpose.
- • Name steps clearly so the journey remains easy to maintain.
- • Keep an exit or human-handoff path for uncertain cases.
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