• Configuring a Webhook with Airtable

  Airtable enables you to build and organize databases for just about any project you could imagine. The basic version is totally free to use and allows for real time collaboration with team members, making it an ideal data organization tool. In the example below, we're using the Call Webhook action in a flow to look up sales agents by zip code as stored in an Airtable database that we've created. Build your Airtable DataPopular

• Contact Variables

  Contact Variables @contact - references the contact receiving the message. This is the active contact - the person whose responses are being handled by the workflow. When using the Send a Message to Someone Else action, @contact refers to the contact or group of contacts to which the message is being sent. Each extension, e.g. @contact.name or @contact.fields.field_name, references a specific contact field. @contact -Popular

• Calling a Webhook

  In the example above, we're asking contacts to send their name, which will look up their PID using a webhook with Airtable. Webhooks simply POST flow data structured as JSON to an external service every time a contact reaches a Call Webhook action. When a contact reaches this node, we'll call the URL you'vePopular

• Introduction to Flows

  A flow is a visual representation of conditional branch logic that's applied to your contacts once they enter it. Once a contact has entered a flow, they interact directly with its nodes. Nodes are composed of actions and Split Actions, and determine the length of a flow, which can be as short as a single node or as long as you want. A blank flow editor Choose yourPopular

• Sending Messages with a Flow

  In the example below, we've asked an initial question, received a response, and created a new Send Message action that will send automatically when a contact reaches that node in the flow: We'd then go on to create Send Message actions forSome readers

• Global Variables

  Globals are shared values that can be referenced in flows, as well as broadcasts and campaigns, within your account, referenced by @globals.value_name. They allow you to create a value once and use it repeatedly without having to re-enter the value. Likewise, globals make updating a shared value much easier. Rather than manually changing a vSome readers

• Adding Timeouts to a Flow

  When your contacts don't respond to a message in a flow, you can add a timeout to send an automatic message. This feature allows you remind your contacts to respond, to let them know they can restart the flow at a later time, or to place other actions on non-responsive contacts, such as adding or removing them in a group, sending an email, and more.Some readers

• Flow Types

  We provide four flow types that are made available depending on the capabilities of the channel you've connected to your account. Messaging flows are applied to SMS and social media channels, while Phone Call, or Interactive Voice Response (IVR), flows differ in structure. Background flows will allow you to run the flow without interruptFew readers

• Starting a Flow

  A flow can be started in one of many ways: You can manually start a flow at any time via the "Start Flow" box in the flow editor. Keep reading below to learn more! You can start a flow directly from a contact page. A flow can be started by a campaign event. A flow can be started by a number of triggers: when a contact sends a [keyword trigger](https://help.texFew readers

• Setting your Contacts' Language Preferences

  Using a Flow Use the Update the Contact action to update your contacts' language preferences from within a flow. Contacts will then receive messages in their preferred languages if the flow they're interacting with has been translated. In the exampleFew readers

• Starting another Flow

  Use the Enter another Flow action to move your contacts from one flow to another from within a flow. Once a contact passes through this node, they will be removed from the current flow and start another. From action selection under Triggers: 'Enter a Flow' ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-04-17-at-1Few readers

• Background Flows

  Contacts can only be active in one Messaging flow at a time, but what if you want to send a flow that can perform actions that do not require a response from the contact? You can do this with a Background flow. Using Background flows comes in handy when you need to perform additional actions upon a contact or group but you don't want to interrupt any active flows. Building a Background Flow First, you'll click on the Flows tab at the top of the browserFew readers

• Send Somebody Else a Message

  Note: @contact  inside the Send somebody else a message action refers to the active contact in the run, not the recipient for the message. To reference the details for the recipient, instead, start that contact in a flow and use the normal Send message action with @contact . Place this action at any node in a flow to send a message to someone other than the active contact that reaches that point. For example, this action can be used to: alert others of a contact's progress inFew readers

• Response Rules

  Response rules evaluate the operand designated by the Split Action type. In the example below, we see that a Wait for Response action evaluates the incoming message, or the @input.text operand. Response rules provide a series of tests that you can run against the selected operand. For example, the "has only the phrase" response rule tests the operand for any of the words you designate. Response rules are executed from top to bottom–the first rule that matches takes effect andFew readers

• Creating a Multi-Language Flow

  Once you've set your account's primary and secondary languages, you can edit your flows to toggle between multiple languages depending on your contacts' language preferences. You can either translate your flow manually or use a Large Language Model (LLM), such as ChatGPT, to auto-translate. Once you have selected the languages for your workspace, you can create multi langFew readers

• Fixing Missing Dependencies

  In some cases, you might find that a flow depends on something that no longer exists. When this happens, you will see the action title in red (as seen above) to let you know that a flow issue is present. For example, you might be looking at a flow that references a contact field by using an expression like @fields.age. However, at some point you may have deleted the contFew readers

• Introduction to Flow Variables

  By default, a flow containing Split Actions contains a collection of variables resulting from each Split Action evaluation. For example, the Wait for Response action below will produce the flow variable @results.phone when a contact responds and passes through it to the next node. Each variable starts with the @ symbol, which triggers an auto-complete drop-dowFew readers

• Split by Flow Result

  Use this Split Action to evaluate a sequence of values separated by a space ( ), period (.) or plus sign (+). As an example, you might record the birth of a child by soliciting messages in the following format: "birth [gender]+[name]+[mother's birth year]," which could yield the result "birth f+Noel+1985". In the case above, the term "birth" acts as a keyword trigger, initiating the flow. In the following examplFew readers

• Start Somebody Else in a Flow

  Use the Start somebody else in a flow action to place a separate contact or group in a flow when a contact reaches this step. In the example below, we're starting fathers, referenced using the contact variable @fields.spouse, in the "Questions for Dads" flow when the expecting mothers reach the second step of a registration flow. Create that step by adding aFew readers

• Exporting Flow Results

  Exporting results from a single flow To export your flow results, simply choose the flow you'd like to view under the Flows tab, then click the ☰ menu icon in the upper right-hand corner, then select "Results": You'll be brought to the results page for your flow, (click here to understand how to reaFew readers

• Actions

  A flow is a visual representation of conditional branch logic that's applied to your contacts once they enter it. Once a contact has entered a flow, they interact directly with its nodes. Nodes are composed of actions and Split Actions, and determine the length of a flow, which can be as short as a single node or as long as you want. Actions An action represents soFew readers

• Viewing Results

  Viewing Results When your contacts interact with a flow, their responses are stored as flow results, which you can access by selecting "Results" from the ☰ menu icon in the flow editor: The results page will provide a 'Download' button in addition to the 'Overview 'Engagement' of the flow, 'Analytics', and 'Runs' tab. Overview Tab In the 'Overview' tab, you'llFew readers

• Navigating the Flow Editor

  The flow editor is where you'll build & edit your flows. Each time you create or click on a flow, you'll enter the flow editor: Anatomy of the Flow Editor 1. Name The name you gave the flow when you created it. 2. Add first Action This button brings add the first step of your flow. We generally recommend beginning a flow with a Send Message actioFew readers

• Creating an Image Attachment URL

  To collect images from your contacts and generate a URL, you'll need to create two nodes: A Wait for Response action to collect the your contact's image using an open-ended response rule: A Split by Expression action to save the imageFew readers

• Adding Labels to Responses

  Use the Label the Incoming Message action to label incoming messages handled by your workflow. Whereas sorting contacts into groups allows you to segment contacts based on their responses, labeling incoming messages allows you to isolate responses to a specific question. Message labels can be viewed - and also created - in the Messages tab. To create a new label, click on the menu icon on your right side: ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/Few readers

• Exporting a Flow

  Use this action to export flows. You can export a flow to share with other accounts, or to save a specific version of your flow for later use. To export a flow: Navigate to the flows tab. Click the flow you want to export. Once in the flow editor, click the ☰ menu icon: Select the "Export Definition" option within the ☰ menu dropdown: Choose the flowFew readers

• Routing Contacts with Splits

  Split Actions are the pivot points in a flow, "splitting" it into new branches. They're conditional statements that enable you to direct your contacts after evaluating: an incoming message or recording a request to a webhook a Zapier flow event an airtime transfer the contact's activity in a subflowFew readers

• Using 'Wait for Response' in a Flow

  A wait for response split action analyses the response given by your contact and provides you with tools to prepare for your next move. You can set a response rule to evaluate the contact's input and, optionally, continue forward in your flow even when no response is given. Read on to learn more. Setting a Response Rule To evaluate a contact's response, you can set a response rule in your wait for response node. You mightFew readers

• Starting Somebody Else in a Flow from a Query

  The Start Somebody Else in a Flow action allows you to place a separate contact or group in a flow when a contact reaches this step. But what if you want to start contacts who are the result of a search? We've added this new feature to allow you to easily start contacts who fit your query in another flow. In the example flow below, we've asked a school guidance counselor to send the first three letters of a student group's school ID. We alsoFew readers

• Sending a Message to a Group

  Sending a message to a group of contacts is as easy as creating a flow. Once you've created your flow, add an action containing the message you'd like to send and then select your target group from the contacts dropdown in the flow start dialog. Let's walk through the steps. First, click on the Flows tab in the navigation bar. From the Flows page, click on "New Flow". Name your flow and leave the other settings as their defaults, clicking "CreaFew readers

• Copying a Flow

  Copying a flow is useful when you'd like to create an exact duplicate of your flow or build off of an existing flow's structure. Create a Copy Go to your "Flows" tab. Click the flow you'd like to copy. Click on the ☰ menu icon in the top right-hand corner of the flow editor and choose "Copy": That's it! You will automatically find yourself in the flow edFew readers

• Contacts to include when Starting Flow manually

  Before starting a flow, you might not want to start all your contacts and instead target contacts who are: Active Contacts who have sent you a message in the past 90, 180, or 365 days (click the drop-down to change the period). Contacts not currently in another flow - Since a contact can't be in two Messaging flows at the same time, check this box to avoid interrupting them. See more about Background Flows to avoid interFew readers

• Use a 'Split Randomly' Action to Create Evenly-Distributed Buckets

  The Random Split action can be used for randomly passing your contacts through equally distributed pathways in your flow. In the example below, we're immediately splitting contacts who enter a flow into two different groups named "A Flow" and "B Flow". You can add as many buckets as needed.   ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc455Few readers

• Creating a Flow

  To create a flow, navigate to the Flows tab and click the "Create Flow" button: Click the "New flow" on the top right side of your screen. The New Flow dialogue will appear, where you can: Give the flow a name Assign it keyword triggers Select the type of flowFew readers

• Using a Flow to Set a Contact's Language

  Need to set a contact's preferred language? You can use a flow to easily automate this. Here's how: Use the Set language for contact action to update your contacts' language preferences from within a flow. Contacts will then receive messages in their preferred languages if the flow they're interacting with has been translated. In the example below, we're asking our contacts which language they prefer - English or Spanish. Once the action evaluates their responses for language prefereFew readers

• Importing a Flow

  Use this action to import flows into your account. To import a flow: Go to either the Flows section in your workspace or the workspace settings page. Click on the ☰ menu at the top right to access the drop-down menu and then click on Import to begin the import process. ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-202Few readers

• Split by Contact Field

  This action is useful to check whether your contacts have particular contact fields completed or not. This avoids having to ask your contacts for the same information repeatedly while ensuring empty contact fields are updated. In the example below, we want to see if our contact already has a name saved in their contact information. If they do, we'll route the contact through Has Name. If there is no existing text in the Name contact field, they will be asked to send their name and we'll beFew readers

• Assigning Keywords to a Flow

  You can assign keywords to a flow to allow your contacts to start it at their discretion. A keyword is the first word in an incoming message. To assign a keyword to a flow from the flow editor: (1) Navigate to the flows tab and choose a flow. (2) Select "Edit" from the ☰ menu icon in the top right portion of the flow editor. (3) Add your keyword(s). NFew readers

• Invalid Regular Expressions

  Regular Expressions, commonly referred to as regexes, can be used to build more advanced custom rules. Regexes need to conform to a strict syntax to ensure that they are well understood when they are evaluated. If you find yourself using this advanced form of rule matching, make sure you are familiar with how they are constructed. We use Perl style rules for pattern matching. If you are interested, you can read more on the basic syntax we support, hereFew readers

• Start Flow Sending Options

  When you manually start a flow, you'll notice that there are checkboxes within the dialog box. These are the sending options that: Active contacts: Checking this box means the flow start will only include contacts who have sent a message in the last 90, 180, or 365 days. Skip contacts currently in a flow: To avoid interrupting aFew readers

• Setting an Expiration for a Flow

  When contacts are inactive in a flow, you may want to automatically remove them after a certain period. You can do this by setting an expiration. First, enter your flow's editor and click the ☰ menu icon and choose "Edit". Next, choose an expiration time from the dropdown menu. ![](https://storage.crisp.chat/users/helpdesk/website/7a9fc4558a9de000/screenshot-2024-1Few readers

• Organizing Flows with Labels

  Labels are intended to help you manage a large number of flows. By applying the same label to more than one flow, you can better organize them. To label your flows, first check the boxes next to the flows you want to group together. By clicking on the label button at the top of the list, you'll have the option to apply an existing label or create a new label for the selected flows. ![](https://storage.crisp.chat/users/helpdesk/website/7a9fc4558a9de000/screen-shot-2023-06-19-at-1237_jyep.Few readers

• Viewing the Flow Start Log

  Viewing your Flow Start Log is helpful in understanding your account's activity. You'll see a list of all the flows that have been started, the account login that started them, and more. To view the log, first navigate to the Flows tab. Find the "Flow Starts" option on the left-hand side: Here, you'll see the list of flows started. ![](https://storage.crisp.chat/users/helpFew readers

• Using the Context Explorer

  The Context Explorer feature found in the simulator within each flow's editor allows you to view and better understand all the variables available in your flow. The explorer gives a detailed breakdown of values and their expressions, which can be copied for use elsewhere. To use the Context Explorer, first navigate to the flow's editor. In our example, we want to see all the available variables for a fFew readers

• Splitting by Group Membership

  Route a contact through a flow's logic using a Split by Group Membership node. This will allow you to send customized messages to a contact depending on their groups. For example, you could stop contacts who've already completed a previous registration flow, where they've already been added to a group, from restarting all over again: By splitting on the group membersFew readers

• Adding Sticky Notes to a Flow

  Adding a yellow sticky note to a flow is as simple as right-clicking within the white space of your flow editor. A blank note will appear: You can then edit the note to write whatever you'd like, such as a note to your teammates: To deletFew readers

• Interrupting a Flow from the Contact View

  After starting a flow with your group of contacts, you may want to exit or interrupt a specific contact from that flow without disrupting other contacts in the flow. You can achieve this from that contact's page. First, head to the Contacts tab on the left-hand side of your workspace: Select the contact you want to interrupt. If the contact is indeed in a flow, you will see a baFew readers

• Starting a Contact in a Flow from the Contact's Information Page

  You can now start a contact in a flow directly from their individual information page. After navigating to the Contacts tab, click on the contact you'd like to start from your list: On the contact's unique information and message history page, you'll then click the menu button at the top right: ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc455Few readers

• Searching for Contacts Currently in Flows

  You've always been able to search for contacts with a query based on the contact's field. Now, you can also search for contacts currently in a particular flow, or those not in any flow, by using the same query method. Contacts currently in a flow Once you know the flow, you can search for active contacts: Go to your Contacts tab. ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-04-29-at-1147Few readers

• Targeting Recent Users When Starting a Flow

  Want to improve your flow's response rate? Try targeting only recent users. When starting a flow, you'll notice inclusion options for your contacts: Checking the first box means that any contacts who haven't sent you a message in the past 90, 180, or 365 days (adjust the time to your preferencFew readers

• Artificial Intelligence

  We've recently added a new section within the Settings page for Artificial Intelligence. Here, you can add Large Language Models (LLMs) to unlock AI assisted features. We've released auto-translation to make multi-language flows even easier to use. Keep reading to learn how to add your LLM and create your auto-translated multi-language flow. In addition to auto-translation in multi-language flows via LLMs, you can alsoFew readers

• Cancelling Flow Starts

  New and Improved Ways to Manage Your Flows and Broadcasts When you start a flow or send a broadcast message, –especially to a large volume of contacts– you might notice that not all the contacts will receive the message at the same time. Messages can get queued up waiting to be sent, depending on how many messages your chFew readers

• Delete or Archive a Flow

  Need to inactivate or delete a flow? Read on to learn how. Deleting a Flow When you delete any data from your workspace, it is gone forever. We do not store deleted data on our servers. So, be sure you really don't want the flow! You can delete from inside the flow editor itself. Open the appropriate flow and click the menu icon in the top-left corner. You should see a 'Delete' button. ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-Few readers

• Navigating the Flow Editor: Tool Bar

  The TextIt Flow Editor toolbar is designed to help you build, navigate, and manage complex messaging logic with efficiency. Whether you are translating content for a global audience or tracking changes in a collaborative workspace, these tools give you total control over your flow's design. Navigation & View Modes In the upper left of the toolbar, yoFew readers

• Efficient Flow Building: Tips & Tools

  Creating New Nodes Creating new nodes is simple. Just right-click anywhere on the canvas to create a new node. You can also drag from the red dot to create new nodes if that’s your preferred workflow. Drag, Drop, and Organize Rearranging your flow is simple. Reorder actions easily inside a node — simply drag from the arrows to rearrangFew readers

• Flow Editor Table View

  You can switch between two different views depending on how you prefer to work with your content. Use the toggle in the upper-left corner of the toolbar to change views: Flow View Displays your content on a visual canvas, making it easy to understand the logic and connections between nodes. Click on the Flow icon in the upper-left side of the tool bar to toggle back to this view. ![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-04-Few readers