Start with the mental model before you start configuring anything.
Most setup confusion comes from mixing three different ideas together: reusable automation, guided flows, and AI chat actions. This guide gives you the simple model first so the rest of the product feels predictable.
Automation, flows, and AI chat each do a different job.
Automation
An automation is one reusable action. It usually calls a tenant API and returns a result. Examples include tracking an order, checking account status, unlocking an account, or creating a ticket.
Flow
A flow is the step-by-step conversation path. It can greet the customer, ask questions, collect typed input, branch based on saved values, call automations, and finish or escalate.
Simple rule
Automation is the reusable tool. A flow is the journey that uses tools. AI chat can also use tools directly when the automation is marked available in AI chat.
When should you use AI chat, a flow, or both?
Use AI chat when
- The customer should be able to ask naturally in their own words.
- You want the assistant to collect missing details and run a reusable automation.
- The task is short, direct, and not heavily scripted.
Use a flow when
- You want a guided journey with clear steps and branching.
- You need fixed answer choices, specific routing, or approval paths.
- You want to reuse saved values across several steps.
Use both when
AI chat can handle open-ended requests, while flows can take over for structured support journeys. This is often the best fit for multi-tenant support operations.
The shortest safe path to a working setup
Create the automation first
Set up the reusable action before you build a flow around it. This keeps the API details in one place and makes later reuse easier.
Decide where it should run
Turn on Available in AI Chat if the assistant should be able to use it in normal chat. Turn on Available in Flows if a flow should be able to select it.
Build the surrounding journey
If the customer should be guided step by step, build a flow and add an Automation Action step. If not, let AI chat handle the collection and execution directly.