Flow Node Parameter Reference
This is an on-demand reference for node configuration. Each node follows a consistent structure—purpose, use cases, key parameters, exits, notes, and examples—to help you quickly find the information you need while building a flow.
Available capabilities may differ by channel and workspace. Refer to the options and prompts that are actually available in the Flow editor.
How to Use This Reference
Each node in this reference uses the following structure:
- Purpose: what the node does
- Use cases: when to use it
- Key parameters: the most important parameters to configure
- Output exits: the paths the node can lead to
- Notes: limitations or boundaries that are easy to overlook
- Example: a common way to use the node
Node Category Overview
| Node category | Node name |
|---|---|
| Entry | Event Trigger |
| Decision & Control | Conditional Branch, Wait for Behavior, Delay, A/B Random Split, Merge |
| Messaging | Send Message, Invite Rating, Send Email |
| Action | Assign Agent, Assign AI Agent, Add Label, Change Status, Change Priority, Snooze Conversation, Update Customer Data, Update Conversation Data, Block Contact, Send Webhook, Call API |
Entry Nodes
Event Trigger
Purpose
Defines where the flow starts, how it is triggered, and who the target audience is.
Use Cases
- A conversation is created
- A visitor sends a message
- A specified event occurs
- An AI or system event is triggered
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Trigger event | The flow entry event | Yes | Determines when the flow starts. It includes visitor messages, conversation creation, conversation opening, conversation updates, customer wait events that exceed a threshold, visitor reply timeouts, and AI Agent response exceptions. |
| Audience scope | Who can enter | Yes | Anonymous users and registered users. Anonymous users have not provided any identity, phone, or email information. You can add filtering conditions to filter by contact and conversation attributes. |
| Channel scope | Which channels can trigger it | Recommended | For multi-channel flows, clearly limit the scope. If no channel is selected, this entry condition will not match any conversation. |
Output Exits
- Continue by default
Notes
- A Trigger defines not only when to start, but also who can start.
- In the same business scenario, unclear audience and frequency settings can easily cause repeated triggers.
Example
“Start a fallback flow that hands off to a human agent when an AI Agent encounters an error.”
Decision & Control Nodes
Conditional Branch
Purpose
Routes the flow to different paths based on the current conversation or customer information, with an automatic fallback for no match.
Use Cases
- Route by country
- Route by label
- Route by source or channel
- Route by status, priority, or language
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Branch condition | Rule for each branch | Yes | You can configure multiple cases and filter based on relevant contact and conversation attributes. |
| Branch name | Branch label | Recommended | Makes the canvas easier to identify and test traces easier to follow. |
| Fallback path | The path for no matching condition | Recommended | Covers cases that are not matched. Select the Otherwise branch; when all conditions are unmet, the flow takes the branch configured for Otherwise. |
Output Exits
- One exit for each conditional branch
- Fallback exit
Notes
- Do not let conditions overlap or conflict.
Example
“Send visitors in North America, Japan, and Europe to their corresponding welcome messages, and send all other visitors to the default-language welcome message.”
Wait for Behavior
Purpose
Waits for a behavior to occur, then determines how the flow proceeds. You can configure the waiting period.
Use Cases
- Wait for a user reply
- Wait for an event change
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Behavior to wait for | The event to wait for | Yes | For example, message, conversation, and contact events. Available behaviors include customer replies, agent replies, a conversation being opened, a status changing to Resolved, and contact data updates. |
| Timeout | Maximum wait time | Yes | We recommend always configuring it. You can set it in minutes, hours, or days. |
| Path after timeout | What happens if the behavior does not occur | Recommended | Used as a fallback. |
Output Exits
- Occurred
- Timed out
Notes
- A wait node without a timeout exit can cause a flow to stop.
- The longer the wait, the more clearly you need to define the business goal and fallback path.
Example
“After sending a welcome message, wait 10 minutes. If the user replies, continue the inquiry; otherwise, treat the conversation as inactive.”
Delay
Purpose
Lets the flow continue after a specified time.
Use Cases
- Send a delayed reminder
- Send a rating request some time after a conversation ends
- Continue the flow at a fixed time on the next day
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Delay duration / time | When to continue | Yes | Can be understood as a duration or a specific point in time. |
| Continue path | Where to go after the delay | Available by default | Usually continues by default. |
Output Exits
- Continue by default
Notes
- A delay node controls timing; it does not evaluate business conditions.
- If a condition must still be checked after the delay, add a conditional branch as the next node.
Example
“Send a satisfaction invitation 30 minutes after a conversation ends.”
A/B Random Split
Purpose
Randomly splits traffic between multiple versions to test different copy or paths.
Use Cases
- Compare the effectiveness of welcome messages
- Compare payment reminder copy
- Compare two conversion paths
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Version name | Identifier for each experiment version | Yes | Use clear names. |
| Split ratio | Share for each version | Yes | The total of all versions should provide complete coverage. |
Output Exits
- One exit for each experiment version
Notes
- Pair an A/B node with a clear goal event to evaluate results.
- Change only one or two key variables at a time between versions.
Example
“Show 50% of users discount-focused payment reminder copy and 50% urgency-focused payment reminder copy.”
Merge
Purpose
Brings multiple paths back together into the same next step.
Use Cases
- Different branches handle different tasks first but share the same subsequent action
- Enter the same inquiry process after welcome messages in different languages
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Merge rule | Which paths merge together | Yes | This is usually represented by the connection lines. Two merge conditions are available: continue after all paths arrive, or continue after any path arrives. |
Output Exits
- Continue by default
Notes
- Before merging, make sure every path has completed its required actions.
Example
“After welcome messages for different countries are sent, all paths enter the same agent-assignment node.”
Messaging Nodes
Send Message
Purpose
Sends basic multi-part messages to users, including text, images, videos, and attachments. It can include URL buttons or branch buttons.
Use Cases
- Welcome messages
- Reminder messages
- Guidance messages
- Button-based routing messages
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Message block | Text content to send | Yes | Supports editing by message block. |
| Language version | Language classification for each text | Optional | You can configure multiple language versions for the same text. |
| Default language | Fallback copy when there is no match | Yes | Used as a fallback. |
| Button type | URL button or branch button | Optional | The two button types serve different purposes. |
| Button copy | The button name shown to the user | Optional | Keep it short and clear. |
| Destination URL / branch key | Button behavior | Depends on button type | A URL button opens the corresponding link in a browser tab; a branch button continues the flow through the corresponding branch. |
| Not-clicked time window | Countdown for a button that is not clicked | Recommended when using branch buttons | Controls the not-clicked exit. |
Output Exits
- Continue by default
- Button branch
- Not clicked
- Send failed
Notes
- For multilingual content, configure different language versions in the same text message and retain a default language.
- Branch buttons are better for scenarios where the user needs to explicitly choose the next step.
- For buttons that are not clicked, configure a countdown window and a fallback branch. The countdown duration can be customized.
- Channel support for buttons, attachments, and rich media may vary.
Example
“Hello, please choose what you would like to learn about: pricing / product demo / contact support.”
Invite Rating
Purpose
Requests a rating or satisfaction feedback at an appropriate time.
Use Cases
- Collect CSAT after a conversation ends
- Collect satisfaction feedback after after-sales service is complete
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Invitation copy | How to invite the user to leave a rating | Yes | Keep it short and polite. |
| Rating method | How ratings are collected | Yes | Consistent with the LiveDesk CSAT rating system. |
| Result handling | What to do after receiving a rating | Recommended | Can lead to a labeling, escalation, or follow-up path. |
Output Exits
- Continue by default
- Send failed
Notes
- Rating invitations are usually best used after a delay node.
- Trigger them after the business task is complete or the issue is resolved; do not send them too early.
Example
“Were you satisfied with this service? We welcome your rating.”
Send Email
Purpose
Reaches users outside the conversation through email or sends conversation records.
Use Cases
- Send quotations or materials
- Send conversation records
- Add external notifications
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Recipient | Who receives the email | Yes | Can be a specified email address or a collected email address. |
| Subject | Email subject | Recommended | Affects the open rate. |
| Body / template | Email content | Yes | Can be customized or based on a template. |
| Content mode | Custom content or conversation records | Based on the use case | Distinguishes the delivery method. |
Output Exits
- Continue by default
- Send failed
Notes
- Before sending an email, confirm that the target email address exists and is valid.
- Email is suitable for supplementary information, not as a replacement for the primary conversation flow.
Example
“After a user leaves an email address, automatically send a quotation email.”
Action Nodes
Assign Agent
Purpose
Hands the current conversation to a human agent or agent team. The designated agent must be in the Human Agent list for the corresponding channel. If the agent is not configured for the channel, the assignment fails and the conversation remains unassigned.
Use Cases
- Hand off high-value customers to human agents
- Escalate when a user has not been handled within the timeout
- Hand off to a human agent after an AI fallback fails
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Assignment method | How to assign | Yes | Can be understood as assigning to a specific agent, by team, or by strategy. When assigning a specific human agent, clearly define the assignment strategy. |
| Target agent / agent team | Who receives the assignment | Depends on method | Must match the business scope. |
| Handoff message | Whether to send an explanatory message after assignment | Optional | Often used together with a message node. |
Output Exits
- Continue by default
Notes
- The assignment target must be eligible for the current conversation's inbox and business scope.
- We recommend pairing assignment with an explanatory message so the user does not experience an abrupt interruption.
Example
“Immediately assign high-priority conversations to the human support team.”
Assign AI Agent
Purpose
Hands the conversation to an AI agent.
Use Cases
- Automatically handle standard questions
- Provide unattended support at night
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| AI target | Which AI to assign to | Yes | Prepare the target AI in advance. |
| Enablement condition | When to hand off to AI | A preceding decision is recommended | Often used with a branch node. |
Output Exits
- Continue by default
Notes
- We recommend pairing this node with a fallback path for cases that AI cannot handle.
Example
“Assign basic inquiries to AI and keep complex inquiries on the human path.”
Add Label
Purpose
Adds a classification label to a conversation.
Use Cases
- Mark the source
- Mark the intent
- Mark the flow stage
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Label value | The label to add | Yes | Can be used for later reporting and branch decisions. |
Output Exits
- Continue by default
Example
“Add the ‘Contacted’ label after a user replies.”
Change Status
Purpose
Updates the conversation status.
Use Cases
- Automatically close a conversation
- Mark as in progress
- Mark for delayed handling
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Target status | The status to change to | Yes | Keep it consistent with the business status system. |
Output Exits
- Continue by default
Example
“Change conversations without a reply after timeout to Resolved.”
Change Priority
Purpose
Raises or lowers the priority of a conversation.
Use Cases
- Escalate complaints
- Expedite handling for high-value customers
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Priority | Target priority | Yes | Used for subsequent assignment and handling order. |
Output Exits
- Continue by default
Example
“When an urgent issue is identified, raise the conversation priority to High.”
Update Customer Data
Purpose
Writes information collected during the flow back to the customer profile.
Use Cases
- Write captured information back to a contact
- Record a customer's language or region
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Field | The data field to update | Yes | Corresponds to a customer profile field. |
| Value | The value to update to | Yes | Can be a fixed value or a flow variable. |
Output Exits
- Continue by default
Example
“Update customer data with an email address contained in the message.”
Update Conversation Data
Purpose
Writes flow information back to conversation-level attributes.
Use Cases
- Record the current flow stage
- Store results returned from an external API
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Attribute name | Name of the conversation attribute | Yes | Makes the attribute easy to reference in later branches. |
| Attribute value | Value to write | Yes | Can be a fixed value or a variable. |
Output Exits
- Continue by default
Example
“Write the current routing result to the conversation data for subsequent reporting.”
Block Contact
Purpose
Restricts risky users. Conversation messages from the contact are no longer accepted.
Use Cases
- Malicious harassment
- Frequent invalid triggers
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Handling rule | Block contact | Yes | Must be consistent with business governance rules. |
Output Exits
- Continue by default
Example
“Add a contact to the block list when their message contains sensitive words.”
Send Webhook
Purpose
Pushes information from the current flow to an external system.
Use Cases
- Notify a CRM
- Notify BI
- Synchronize a bot or integration platform
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Request method | The HTTP method to use | Yes | For example, POST or GET. |
| URL | Push destination | Yes | Address that receives the request in the external system. |
| Request headers | Additional header information | Optional | Used for authentication or content conventions. |
| Request parameters / body | Data to push | Optional | Used to structure business data. |
| Timeout | Maximum wait time | Recommended | Controls reliability. |
Output Exits
- Continue by default
Notes
- Webhooks are suitable for pushing information out, not for depending on a return value to make complex subsequent decisions.
- If you need to branch based on an external result, use the Call API node instead.
Example
“When a user enters the human handoff path, synchronize the conversation information to an external system.”
Call API
Purpose
Sends a request to an external system and uses the result for subsequent flow decisions.
Use Cases
- Check order status
- Check inventory
- Check user tier
Key Parameters
| Parameter | Meaning | Required | Description |
|---|---|---|---|
| Request method | The HTTP method to use | Yes | For example, GET or POST. |
| URL | Request destination | Yes | External API endpoint. |
| Request headers | Additional header information | Optional | Used for authentication. |
| Parameters / body | Values to send | Optional | Can include variables. |
| Timeout | Maximum wait time | Recommended | Prevents the flow from waiting for too long. |
| Result binding | Where to write the result | Recommended | Makes the result available to subsequent nodes. |
Output Exits
- Success
- Failure
Notes
- The API node is better suited to retrieving a result and then making a decision.
- Write returned data to a variable or conversation data promptly so subsequent nodes can use it.
Example
“Check an order's payment status first, then choose either the payment reminder path or the after-sales path.”
General Parameter Guidance
To make nodes easier to maintain, use the following principles when configuring parameters:
- Copy parameters: keep them direct, concise, and unambiguous
- Condition parameters: make them verifiable; avoid vague conditions
- Time parameters: always specify units and business meaning
- External call parameters: use consistent names that are easy to trace back
- Variable parameters: use consistent names; avoid different names for the same meaning
Limitations and Scope
The following are not implementation details, but boundaries you should know before configuring a flow.
Text Length
- Keep text messages concise.
- Long copy can affect the reading experience.
- In multi-channel scenarios, overly long text may display differently on different devices.
Number of Buttons
- Keep the number of buttons in a single message low.
- Prioritize the one or two most important choices.
- Too many buttons reduce click-through rates and are more likely to encounter channel differences.
Attachments and Rich Media
- Supported file types, quantities, and sizes may differ by channel.
- Before configuring attachments or rich media, confirm the supported scope of the target channel.
Scope of Branch Buttons
- Branch buttons are suitable for clear next-step choices.
- For complex interactions, test and validate them in the target channel first.
Assignment Target Limits
- Assigned agents, teams, or AI must comply with the current business scope and handoff rules.
- If the configured target is not eligible to receive the conversation, the flow result will differ from expectations.
External Call Reliability
- Both webhook and API calls depend on the availability of external systems.
- Always account for failure, timeout, and fallback paths.
