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AI Pilot Flows empower you to automate customer interactions effectively. To ensure optimal performance, it’s crucial to understand the foundational rules and behaviors governing these flows.

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Topics covered:

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Flow Structure & Triggers

Each flow must have only one trigger. Supported variables include:Smart Flow variables(excluding record triggers)AI Pilot variables(global and local)Custom variables created by usersNote: System default variables are read-only and cannot be edited.If multiple flows match a trigger, the one with the highest priority(lowest numerical value) will execute.

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Flow Initiation & Execution

Flows commence when a visitor performs an action, such as opening a page or clicking a message.A flow starts only when the visitor clicks on the message, not merely upon receipt.Flows can be configured to run once or multiple times per visitor.

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Inbox & Messaging Behavior

AI Pilot conversations appear in the inbox only if “Include Bot Messages” is enabled. Interactive elements (like cards or carousels) must be displayed in both the widget and inbox. AI Pilot conversations are excluded from the “Recent Conversations” widget.

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Flow Continuity & Error Handling

If no input is received and there’s no backup step, the flow remains inactive until the visitor responds.If a step expecting input is deleted, the flow restarts from the beginning upon the visitor’s reply.If there’s no subsequent step and no input expected, the flow concludes.If a flow doesn’t save any data, a “Restart Flow” option becomes available to the visitor.Deleting a flow during an active conversation removes the chat.

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User Interaction & Data Management

Always collect the visitor’s email or phone number to prevent errors when creating new contacts.If a team member responds during a flow, it terminates the ongoing flow.Visitor activity logs display generic names like “Visitor 001” with a link to view the chat.

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Time & Condition Checks

If a visitor’s system time is incorrect, Salesmate adjusts timestamps for consistency.Before displaying a flow message, the system verifies its active status, timing, and condition matches. The message is shown only after the visitor replies.