AI Based Flow

With the AI Bot Builder, you can create smart, personalized conversations that help your business engage with customers 24/7. Whether you're building a bot to handle support queries or answer FAQs, the Flow Builder gives you full control—without needing to write a single line of code.

This guide walks you through everything you need to know to set up a new flow, define how your bot should behave, and create natural conversations that match your brand’s tone and goals.

Let’s see how we can create AI flow in Gallabox.

1. From the homepage go to Bots. Choose the Bot under which you would like to add an AI flow. Click on 'Add New Flow' at the top right corner. Choose the option 'AI Based Flow'.

1. Enter the name for the flow, choose if you want to trigger the bot flow for a specific keyword or for any keyword. Define the Custom Configurations as per your business needs. Click on Create.

1. Once your flow is created, the next important step is to define the Role and Goal of your chatbot. These two fields help shape the bot’s personality, behavior, and purpose—guiding both how it communicates and what it tries to achieve during conversations.

What is the Role of the Bot?

The Role describes the bot’s identity, function, and how it should behave during interactions. Think of this like a job description or the "persona" of the bot.

When defining the Role, consider:

• Who the bot is (e.g., a support assistant, a product expert, a friendly guide)

• What kind of queries it should handle

• How it should speak (tone, level of formality)

Examples:

• “Acts as a friendly assistant to help customers check order status, track deliveries, and manage returns.”

• “Behaves like a professional product consultant, helping users choose the right software plan.”

• “Guides new users through onboarding, answers FAQs, and encourages feature adoption.”

What is the Goal of the Bot?

The Goal explains what outcome the bot is expected to achieve. This could range from answering common questions, to reducing support load, to converting leads.

When writing the Goal, focus on:

• The core objective of the bot

• How it supports your business or team

• What success looks like

Examples:

• “Reduce the number of repetitive support queries handled by agents by 60%.”

• “Guide new users through setup and ensure they complete onboarding within 24 hours.”

• “Answer frequently asked questions to improve user satisfaction and reduce wait times.”

Once you define the role and the goal of the bot, click on save changes.

1. Now it is time to provide the Instructions to the Bot. Switch to 'Instructions' Tab. These help your bot handle specific scenarios like failure, query not found etc.

1. When the instructions are set, you can proceed to add Actions. They allow you to trigger or receive information from third-party services, or assign the conversation to a Gallabox user. Choose from API Call or Assignment, make sure the toggle switch is on for 'Process in Background', and enter the details.

API Call

The API Call Action allows you to do simple actions—like fetching values from google sheet.

Assignment

Instead of handling every conversation manually, you can set up an Assignment Action to route conversations to a selected team when specific rules are met.

For example, if a user has a question that the AI bot can't answer or mentions a specific keyword like "pricing," you can assign that chat to your Sales Team instantly.

Field	What to Enter
Action Name	A clear name for your rule. Example: Assign to Sales Team
Action Type	Choose Assignment
Process in Background	(Keep this checked to auto-assign without interrupting the user)
Assign Conversations To	Select the team that should handle these queries — e.g., Sales Team

This action can now be used inside instructions by typing @get_order_details to insert it directly into your bot flow.

1. Add DOCX, PDF, MD, or TXT resources (up to 15MB) for your bot to reference. This enables it to provide information from documents like product manuals, company policies, FAQs, and pricing documents.

Only textual information can be uploaded. If you uploaded an image, it might show error.

1. You can display a custom message when AI takes longer than 10 seconds to respond. Also you can enable the AI to analyze and respond to images sent by users. This allows your bot to handle visual inputs like photos or screenshots intelligently. They are available under settings.

1. Once you everything is added, click on Publish button to make the AI bot flow start interacting with your customers.