Build a conversation flow
Most of the time the AI answers freely from your knowledge base. A flow is for the moments you want to guide someone down a set path, like collecting an order number or booking a call. You build it visually, no code.
Start from a trigger
Every flow begins with a trigger, the moment it runs. The simplest is 'visitor opens chat', but you can also start a flow from a button or a keyword.
Add your steps
Chain steps after the trigger. A message says something, a question asks something, an action does something like capturing a detail. Drop them in order and the visitor walks through them one at a time.
Branch on the answer
A question step can split the path. Give it answer buttons, and each one sends the visitor down its own branch, one to track an order, another to reach a human.
You do not have to script the whole conversation. Use a flow for the few paths you want tight control over, and let the AI handle every other question from your knowledge base.