The Chatbot Builder is where you create, configure, and test your chatbot’s behavior. Here, you can build intelligent conversational flows, define channels, configure variables, and much more.

When you access the builder, you’ll see a top bar with the main controls for your chatbot. This is where you name your project, view metrics, switch between flows, and save your changes. The available options are:

✏️ Chatbot name: Click the pencil icon to edit the title.

📈 Overview: View the chatbot’s metrics and current-day status.

🤖 Builder: The workspace where you design your conversational flow.

💬 Channels: Choose where your chatbot will be available, such as WhatsApp or Webchat.

🔁 Flows: View all flows created within the chatbot or add a new one.

💾 Save changes: Save the changes made in the builder.

🗂️ Versions: Create and manage different chatbot versions. You can duplicate a flow, create backups, and restore previous versions to maintain a development history.

⚙️ Settings: Adjust details related to your bot’s behavior and create custom variables.

💻 Shortcuts: Click Shortcuts to view codes you can use to speed up chatbot creation.

Versions

Under Versions, you can create and manage builder versions. Each version represents a snapshot of the chatbot at a specific point in time. It stores all project elements, including flows, blocks, and settings defined up to that point. If you restore a version, the Builder will return to the exact state saved in that snapshot, replacing any changes made afterward.

Whenever the chatbot is published, the system automatically generates a new version, allowing you to track publication history and recover previous states whenever needed.

In addition to the General tab, there is also an Activity Log tab. Here, you can review all changes made, search for specific terms, apply filters, and find your chatbots more easily.

This new tab gives you greater control, transparency, and security when managing your bots. By keeping a record of every change, it’s easier to identify who made a change, when it happened, and restore previous versions whenever needed.

Settings

Under Settings, you’ll find the General, Behavior, and Contact Variables tabs. Learn more about each one below.

General

Use this tab to configure how the builder works. Enable Auto-save to automatically save any changes made to your chatbot. Please note that, when auto-save is enabled, changes are saved whenever you finish editing and close a block, or 15 seconds after you edit a block.

Behavior

In this tab, you can control how the chatbot responds to specific situations, such as inactivity or when a customer sends multiple messages.

Conversation inactivity allows you to set a timeout for situations in which the customer stops interacting. For example, if the customer doesn’t reply within five minutes, the chatbot can automatically end the conversation or redirect it to an end block.

To configure it:

1. Enable Conversation inactivity.

2. Set the desired timeout, from 5 minutes to 23 hours.

3. Save your changes and return to the builder.

4. Open the End block, go to the Destination tab, and click Add destination.

5. Under If the variable, select input.text and set the condition to Equal to inactivity_time.

6. Under Go to, select the Inactivity timeout destination.

7. Save your changes in the builder.

When enabled, Input lock makes the chatbot process only the first message sent by the customer, even if they send several messages in quick succession. This feature helps prevent duplicate responses and keeps conversations organized.

Contact Variables

Variables store specific information during a conversation, such as the customer’s name, order number, or email address. They allow the chatbot to personalize responses and maintain context throughout the interaction.

There are two types of variables available in the builder:

1. Basic variables: Fixed variables already configured on the platform that can be used directly in flows.

2. Additional variables: Variables you create to store specific information for each chatbot.

Both basic and additional variables can have their values displayed in messages or used in block conditions through the Identifier attribute.

During a live conversation, all values stored in variables are available in the details of the generated interaction, making it easier to track and analyze the information collected by the chatbot.

To learn how to create variables, see How to Create and Configure Variables in a Chatbot.

To complete the overview of the builder, the bottom of the screen contains the main controls for editing and testing your conversational flow. These tools help you adjust the view, create new blocks, and test your chatbot’s behavior before publishing it.

🔍 Zoom: Adjust the zoom level to zoom in or out of the flow using the magnifying glass icons.

➕ Add block: Create a new block and connect it to others to expand your chatbot flow.

🤖 Test chatbot: Simulate a conversation and see how the chatbot responds based on the settings and content you’ve created.

Next steps

Now that you’re familiar with the builder’s structure, explore the following articles to learn more about each step in creating your chatbot:

1. Adding Content to the Chatbot Builder

2. How to Configure Chatbot Destinations

3. How to Create and Connect Blocks