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Flows
Everything you need to know about the Flows to automate your support and conversations
Introducing Flows: Workflows and Chatflows, Unified
Introducing Flows: Workflows and Chatflows, Unified
By Luca Micheli
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Last updated 4 months ago
Launching a Flow On Demand: From the Inbox or Another Flow
Learn how to manually trigger any Flow directly from a conversation in your inbox or call it from another Flow using the On Demand trigger.
By Raluca Stoica
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Last updated 1 month ago
Getting Started with Flows
Flows Overview
The Flows section is where you create, organize, and manage automated conversations across chat, popups, and campaigns. It’s designed to help you build flows quickly, reuse proven patterns, and keep everything structured as your setup grows
By Raluca Stoica
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Last updated 4 months ago
What are Flows?
Flows are Customerly's unified automation system for creating interactive chat experiences, AI-powered support, email sequences, audience-based targeting, and more.
By Luca Micheli
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Last updated 3 months ago
What are Flow triggering events?
Triggering events are specific conditions or actions that initiate a Flow, allowing for targeted and timely interactions with customers based on their behavior, requests, or audience membership.
By Luca Micheli
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Last updated 3 months ago
What are Flow templates?
Flow templates are pre-built flows designed to quickly automate various customer interactions using a combination of AI and specific intents.
By Luca Micheli
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Last updated 4 months ago
What are Flows actions?
Flow actions are tasks executed within a Flow, designed to guide, inform, and assist customers during their interaction.
By Luca Micheli
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Last updated 4 months ago
Editing and Navigating Flows
Flows are fully editable, flexible, and easy to navigate. You can move across flows, customize every step, and organize them into folders as your automation grows.
By Raluca Stoica
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Last updated 4 months ago
Flow Statistics
Every published Flow comes with a built-in statistics panel that shows you exactly how contacts move through your automation
By Raluca Stoica
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Last updated 1 month ago
Creating & Triggering Flows
How to set up flow that triggers based on customer activity?
Learn how to set up flow triggers in Customerly based on customer activity on your page. Customize your flow with specific audience filters, conditions, and triggers to enhance user engagement.
By Luca Micheli
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Last updated 4 months ago
How to filter flows based on content
Learn how to filter your Customerly Flows by message content or subject. This guide explains how to set up content filters in your flow trigger so specific flows only start when messages include certain keywords or topics.
By Raluca Stoica
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Last updated 4 months ago
How to get the CSS selector for Flow triggers
Learn how to find the CSS selector for triggering flows when users hover over or click on specific elements on your webpage. This guide provides a step-by-step method using browser inspection tools
By Luca Micheli
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Last updated 4 months ago
How to use the trigger event for closed conversations
Learn how to set up and use the “Closed Conversations” trigger event in Customerly. This guide explains how to pass data from closed conversations to an external service using REST API actions.
By Luca Micheli
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Last updated 4 months ago
Customer unresponsive follow-up in flows
Learn how to set up a follow-up automation in Customerly using the "Customer Unresponsive" trigger to re-engage customers who have not responded within a set timeframe.
By Luca Micheli
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Last updated 4 months ago
How to create notifications in flows
Learn how to set up notifications in flows using Customerly to enhance user engagement through popups, banners, and full-screen overlays. This guide walks you through selecting the triggering event, choosing the notification type, and adding interactive elements.
By Luca Micheli
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Last updated 4 months ago
AI in Flows
AI Actions
AI actions define how Aura behaves at a specific step within a flow. They control the AI’s objective, instructions, and accessible knowledge sources for that interaction
By Raluca Stoica
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Last updated 4 months ago
How to Create Flows Using AI Prompting
With AI prompting, you can generate, customize, and manage flows that handle common use cases—like password resets—while keeping full control over logic and escalation.
By Raluca Stoica
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Last updated 4 months ago
Actions
Contact Actions
Contact action allow you to perform direct actions on a contact inside your CRM during a flow.
By Raluca Stoica
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Last updated 4 months ago
Logic Action
Logic actions allow you to control how a flow behaves by introducing decision-making, branching, and orchestration.
By Raluca Stoica
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Last updated 4 months ago
Data action
The Data action is used to identify the correct context for a conversation and to store structured information directly into contact or company properties.
By Raluca Stoica
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Last updated 4 months ago
Conversation nodes (Actions)
In the flow builder, Conversation actions are action blocks that operate on the conversation object itself
By Raluca Stoica
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Last updated 4 months ago
Send actions
The Send action is used to deliver messages to users inside a flow
By Raluca Stoica
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Last updated 4 months ago
How to use the choice action in flows?
The Choice action in flows allows businesses to present multiple options to users, guiding them through different paths based on their selections.
By Luca Micheli
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Last updated 4 months ago
How to use the company chooser action in flows?
The Company Chooser action in flows allows users to select their associated company, automatically setting the company and its properties for use in subsequent actions
By Luca Micheli
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Last updated 4 months ago
How to use the set property action in flows?
The Set Property action in flows allows customers to define and assign values to properties dynamically during a chat, enhancing personalization and data management.
By Luca Micheli
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Last updated 4 months ago
How to use the collect data action in flows?
The Collect Data action in flows allows businesses to ask multiple questions consecutively, storing the collected information in conversation or contact properties for personalized follow-ups and data management.
By Luca Micheli
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Last updated 4 months ago
How to use the condition action in flows?
The Condition action in flows allows businesses to split the conversation into two paths (True & False) based on specific conditions and filters.
By Luca Micheli
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Last updated 4 months ago
How to use the switch action in flows?
The Switch action in flows allows you to split the flow based on a single property, testing against multiple values to create customized paths.
By Luca Micheli
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Last updated 4 months ago
Start a Conversation Action
The Start a Conversation node lets you proactively reach out to contacts directly from a workflow
By Raluca Stoica
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Last updated 1 month ago
Scheduling a Flow with Business Hours
Control exactly when your Flows are active with time-based scheduling. Set windows by hour, day, and timezone — once, and it runs itself.
By Raluca Stoica
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Last updated 1 month ago
Properties & Data Handling
A complete guide about conversation properties
Conversation properties in Customerly help you collect, store, and manage essential customer information during interactions. Learn how to set up, customize, and utilize conversation properties to streamline your support process and improve customer interactions.
By Raluca Stoica
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Last updated 4 months ago
How to include properties in chat messages, REST api, and set property
Learn how to enhance your Customerly chat interactions by including user, conversation, environment, and company properties in chat messages, through the REST API, and the set property feature. This guide covers the types of properties available and how to use them effectively.
By Raluca Stoica
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Last updated 4 months ago
Advanced & Technical Integrations
Emails
Target your audience with the Customerly emails
In this article, we will earn how to get started with the emails and deliver them to your contacts
By Raluca Stoica
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Last updated 4 months ago
How to Use Contact Properties in Emails
Learn how to personalize your emails using contact properties
By Raluca Stoica
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Last updated 4 months ago
How to avoid Outlook and hotmail spam folder
Here is how to double-check your email outbound for Outlook and Hotmail
By Luca Micheli
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Last updated 4 months ago
How to add Customerly SPF with an existing SPF record?
If you want to add Customerly SPF record on top of what you are already using follow this tutorial
By Luca Micheli
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Last updated 4 months ago
How to add unsubscribe url to your campaigns?
If you want to add an unsubscribe link to the bottom of your email templates this is the right tutorial for you
By Luca Micheli
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Last updated 4 months ago
Create an eye-catching email template from scratch
Learn how to create email templates to boost engagement with the customers
By Raluca Stoica
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Last updated 4 months ago
Understand how your emails are performing
We will show you how to understand how your campaigns are performing
By Raluca Stoica
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Last updated 4 months ago
Why emails are bouncing and how to resolve it
The reasons why you get bounced emails in email marketing
By Raluca Stoica
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Last updated 4 months ago
How to create a email template folder and manage it
In this article, we give a quick tutorial on how to create an email template folder and how to edit its name or delete it
By Raluca Stoica
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Last updated 4 months ago
How to target mobile and desktop users in Flows
In this article, we explain how to filter the contacts that use only mobile or only desktop and send them marketing emails, and messages in the flow
By Raluca Stoica
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Last updated 4 months ago
Autosave your email and flows
Avoid loosing your work with autosaving
By Raluca Stoica
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Last updated 4 months ago
How to assign a tag with the flow
If you want to learn how to assign or delete a tag in a bulk with the marketing flow, check this article
By Raluca Stoica
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Last updated 4 months ago
How to Manage Unsubscribe Status for Email Marketing
If you want to centralize your marketing consensus the right way, these are the possible implementation strategies.
By Raluca Stoica
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Last updated 4 months ago
How to analyze email clicks with the Heatmap feature
Analyze how many times and where your contacts click on the email campaign
By Raluca Stoica
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Last updated 4 months ago
Prevent Emails From Going To Spam
If your emails are going to spam and you are trying to improve your deliverability there are some things to consider.
By Raluca Stoica
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Last updated 4 months ago
How to Manage Dark Mode in Emails
Learn how to handle the display of colors in dark mode for emails
By Luca Micheli
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Last updated 4 months ago
Can I change the unsubscribe footer text?
Learn how to change the default unsubscribe footer text in Customerly
By Raluca Stoica
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Last updated 4 months ago
How long does it take for an email to be sent?
Learn about the sending process of emails through our system
By Luca Micheli
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Last updated 4 months ago
Assign campaign generated conversations to Aura
Learn how to automatically assign conversations from your campaigns to Aura, the AI Assistant, so it can handle customer interactions instantly—freeing your team to focus on high-value tasks.
By Daniele
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Last updated 4 months ago