Basic Terminology (Must Read)

Understand different terminologies used in the flow builder


This is where you can build and connect each step, much like connecting two points with your mouse. Therefore, the canvas is where you construct your chatbot.


A flow comprises various steps, filters, and actions as configured by you. When a user is added to a flow, it operates according to the steps configured within that flow.


Steps are the core of the flow. Here, you create different steps and link them together within a flow. When a user enters a flow, the steps begin executing in the order specified by the linked path, based on the configuration you have set up.

Step Types:

Listed below are the types of steps. Each step can be interlinked to perform the actions configured within the step.

1. Send Message

The "Send Message" step allows you to transmit a message to the user. This particular step includes various content blocks, enabling you to send a diverse range of content such as List Menu, Choice, Location, Contact, Voice Note, WhatsApp Template, and more.

2. Ask a Question

This step helps you ask a question to the user, collect the answer, and save it to the flow-specific CRM fields or any other modules in the CRM. The bot will proceed to the next step only upon receiving input from the user.

3. Filter

This is an internal step that allows you to validate user input or any data saved in the CRM. It can also handle data coming from a third-party platform via Webhook or HTTP API. The filter step provides two linking possibilities: True and False. Based on the filter condition output, you can create different steps and route the user accordingly. For example, if the tag is "Hot Lead," you can route the user to a specific step. Otherwise, you can route them to another step.

4. Delay

The delay step can be used to pause the execution of subsequent steps, enhancing the user experience. For instance, if you have welcomed a user with a long message, you can add a delay of 20 seconds before sending the next message. This allows the user enough time to read the previous messages. You have the option to configure the delay duration between 1 to 60 seconds.

5. Smart Delay

The smart delay step is a powerful feature that enables you to delay the execution of the next step based on a specific date and time. This allows you to schedule actions or messages based on predetermined timing criteria. For example, if you want to send a feedback survey message two days after the order delivery date, you can set up a smart delay step, and after the specified duration, the next configured step will be executed.

6. Actions

Actions are powerful tools that allow you to perform various internal actions within the flow. These actions include adding a tag, removing a tag, subscribing to a sequence, sending an email, sending a WhatsApp message, and many more. With over 20 actions available, you have a wide range of options to customize and automate your interactions with users or internal team members.

7. Check WhatsApp Session

This step allows you to verify if the 24-hour contactable session for the contact is valid. If the session is not found, you can dynamically route to another step where a template message can be initiated. Please note, this step is applicable only for WhatsApp Official & Cloud Channels.

8. Splitter

The splitter step allows you to divide users entering the flow into different steps based on the percentage you configure. This feature is particularly useful for conducting A/B testing or experimentation to determine which steps yield the best results. By splitting users into different paths, you can compare the performance of different variations and make data-driven decisions on the most effective approach.

9. Formatter

The formatter step is a valuable tool that allows you to transform data from one format to another. For example, if you have an output from an HTTP API step where the date is in a timestamp format, you can use the formatter step to convert the timestamp into a human-readable time format. This enables you to include the transformed data in your messages or further processing.

The formatter step supports a wide range of formatting options, including date transformation, data extraction, JSON extraction, math calculations, line items, and even converting PDF to text. This flexibility empowers you to manipulate and utilize your data in various ways to suit your specific needs.

10. Trigger HTTP API

The trigger HTTP API step is a favorite among developers as it allows you to trigger an external API directly within the flow. This step is particularly useful for passing data collected by the bot to third-party platforms or fetching information from a third-party platform and providing it back to the user. By integrating with other platforms, the chatbot becomes more personalized and relevant to your users, especially if you use other platforms to manage your business operations.

With the trigger HTTP API step, you can seamlessly exchange data between your chatbot and external systems, enabling a more dynamic and interactive conversational experience for your users.

11. Webhook

The webhook step is designed to receive real-time updates from a third-party platform while a user is in a conversation. It allows you to wait for updates from another platform and redirect the user to the next step based on the data received from the third party. This feature is particularly useful in scenarios where you need to synchronize actions with external events or systems.

For example, let's say you have sent a payment link to a user, and you're unsure when the user will make the payment. By configuring a webhook in the payment gateway, whenever the system receives an event from the payment gateway (e.g., payment confirmation), the chatbot will automatically execute the next step that you have configured in the flow. This allows for seamless integration and automation of processes.

12. Route to Another Flow

In certain situations, you may need to route a user to multiple flows. For example, when a payment is collected, you might want to route the user to another flow where you can gather detailed requirements and pass them to your team for further actions. When routing from one flow to another, it is possible to pass all the data collected from the current flow to the destination flow in order to maintain the context of the conversation.

By seamlessly transitioning the user from one flow to another, you can ensure a smooth and personalized experience. The data collected in the current flow can be transferred to the destination flow, allowing for continuity and enabling your team to have access to the relevant information.

13. Save Data

The "Save Data" step allows you to store data in the flow-specific row of the conversation. When a user enters a flow, our system automatically creates a new row to capture and store the relevant information. With the "Save Data" step, you can add or update data in the fields of that specific row.

This step is particularly useful for capturing and retaining user input, preferences, or any other relevant data throughout the conversation. By saving data, you can maintain context and refer back to it in subsequent steps or even in future interactions with the user.

14. Data Lookup

The "Data Lookup" step is particularly useful when you are using Picky Assist CRM to manage your business. It allows you to search for specific details within existing CRM modules and retrieve the results to provide as a message to the end user. Additionally, you can also use this step to add a new record to another module within the CRM.

With the "Data Lookup" step, you can leverage the power of your CRM by accessing and retrieving relevant information to enhance the conversational experience with your users. This step enables you to dynamically retrieve and display data based on user inputs or other criteria, providing personalized and accurate responses.

15. End

The "End" step is used to indicate that there are no further steps to be executed, and it marks the end of the conversation. Once the "End" step is reached, the conversation with the user is concluded.

This step is typically used when all necessary actions or interactions have been completed, and there is no further engagement required from the chatbot.


Attributes are data values assigned to specific fields or variables within the flow. They hold information that can be further utilized within the flow to personalize messages or pass values to other steps.

In the flow editor, whenever you see the "</>" symbol, it indicates that attributes are available for personalization. This allows you to dynamically insert attribute values into text input fields, providing a way to customize and tailor the content of your messages based on the specific data associated with the user or the conversation.

Attributes offer flexibility and allow you to leverage the collected data to create more personalized and relevant interactions with your users.


Channels refer to the various platforms or messaging apps through which the chatbot can engage with users. These channels include popular platforms like WhatsApp, Facebook Messenger, Instagram, and many others.


Users or business customers who are interacting with the chatbots

Conversation Entry Step

The conversation entry step is the starting point of a flow. It is the initial step through which the user enters into the flow and subsequently moves through the different steps based on the configuration.

When a user initiates a conversation with the chatbot, they are typically directed to a specific flow's conversation entry step. From there, the flow dictates the sequence of steps and interactions the user will experience.

The conversation entry step sets the context and serves as the entry point for the conversation flow, ensuring a structured and guided user experience.

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