Last updated: 16 March 2022

The conversation builder, or Builder, is a central part of your chatbot platform.

It is with the conversation builder that you can automate long (or short) and complex (or simple) processes. It is so extensible and powerful, not a single process can resist it.

If you can make it a process, our conversation builder can automate it.

In this document, you will learn the basics of the conversation builder.

Default conversations

Your platform comes loaded with default conversations. These conversations help ensure your chatbot works from the get-go; giving you a leg up and preventing you from having to build everything from scratch.

Head over to Builder.

Here you find all the existing conversation. Each conversation has:

  • A name (e.g. QR code)

  • A description (in light grey below its name)

  • One or several optional tags (e.g. DefaultFeedback, etc.)

  • View button, which takes you to edit that specific conversation.

  • Lock button, which stops platform users without the appropriate permissions to access the conversation (learn more).

  • Delete button, which enables you to delete the conversation.

While default conversations are automatically added to any new account, you still have complete control over them. You may edit or delete them, as you please.

Learn more about your default conversations.

Pick any conversation on the list and click View.

The conversation builder is made up of two key elements: the canvas and the block bank.


The canvas is the entire working area of your conversation. 

It is on the canvas that you build your conversation by adding, deleting, and moving elements.

Every element on the canvas is movable through simple drag and drop motion. For example, if I wanted to move this conversation step slightly to the left, I would click the step, hold, and move it to the left.

As you move elements around the canvas, other elements automatically adapt their position.

For example, lines that connect steps will automatically get out of the way of existing elements.

Block bank

Building conversations is as simple as stacking and arranging a step of actions.

Every possible action your chatbot might take (e.g. a new step in the conversation, saving a variable, calling an integration, sending an email, etc.). is available in your block bank.

Your block bank is nested in the top right of your screen. To open it, click the icon in the top right:

Once open, you’ll notice the blocks are organised in sections.

Section 1: nodes

There is only one block under the nodes section: Step.

Dragging & dropping a Step onto your canvas allows you to, as you’d expect, create a new step in your conversation. The step will appear where you dropped it.

Adding a new step from the block bank will create an orphan step. It will not be linked to any existing element. You will need to connect it (see Connect steps below).

Section 2: transition blocks

These blocks enable your chatbot to take action in transition between two existing steps. There are two transition blocks.

  • Variable, which will store the user’s response to the previous message (learn more).

  • Metric, which will increase a metric as users go through the step (learn more).

Transition blocks cannot be dropped anywhere else on the canvas. 

As you click and drag them, you will notice every element of the canvas will turn red, except transitions.

Section 3: step blocks

Finally, step blocks are actions you add to your chatbot’s conversation steps. There are five step blocks.

  • Integration, which enables your chatbot to send data to third-party software (learn more).

  • Email, which enables your chatbot to fire off an email (learn more).

  • Action, which enables your chatbot to fire a series of automated processes (example).

  • Trigger, which dictates a way for users to reach this specific conversation step.

  • Validation, which prevents users from moving to the next step unless their response is valid.

Step blocks cannot be dropped anywhere else on the canvas.

As you click and drag them, you will notice every element of the canvas will turn red, except steps.


As you build conversations, you will want to keep testing them. While you could head over to the Demo using the left-hand side menu, there’s an easier way.

The conversation builder has a built-in demo area:

To find it, open your Block bank and click on the Demo tab.

There, you are able to test the very conversation you are building – nothing else.

Got a really large conversation and would like to test only a small part of it? No problem! Click the three dots in the top right of the step you’d like to test, and click Test step.

This will open the demo area and immediately take you that step in the conversation.

Connect steps

There are two ways to create new steps in your conversation.

The first is to drag and drop a new step from your Block bank onto the canvas. Doing so will produce an orphaned step; one that is not connected to anything else.

Orphaned steps are marked with a red warning sign in the top right corner of the step.

To connect this step with another, all you have to do is click on the white dot of a step and drag the dotted line across to the new step’s white dot:

Doing so will open the transition modal.

The second way to create a new step is to click an exiting step’s white dot and click again anywhere on the canvas. This will automatically create a new step connected to the previous one.