Flows

What it is

A flow is the workflow DG runs to handle a specific customer request, from first message to final outcome.

Why it matters

Flows turn intent detection into action. They define the steps DG follows to retrieve data, apply your business rules, and respond consistently.

How it works

Flows are built in Flow Builder and are made of connected activities that run in order.

• A flow starts when the customer message is received (or when a flow calls a subflow).
• Activities fetch or process data (via actions or utilities), branch logic (via decisions), and generate messages (via templates or chat activities).
• Flows can reuse logic by calling subflows.

In action

A customer asks, “Where is my order #12345?”

1. Intent detected: Order Status :: Where Is My Order
2. Flow runs:
   • Action: get the order from Shopify
   • Decision: shipped or not?
   • Template: format the reply with tracking link
   • Apply response: send the message back to the customer