Chatbot & flow builder
A chatbot for WhatsApp and web chat, built on a canvas in three languages.
Drag menus, questions and hand-overs onto a canvas, and try the flow on a phone before you publish it. Answers save into the CRM. One flow speaks English, Bahasa Malaysia and Chinese.
- One flow on
- Web chat
- English
- Bahasa Malaysia
- 中文
Chatbots today
Most chatbots are a menu customers try to escape.
“I typed “agent” five times.”
A bot with no way out sends the customer to another channel, and they arrive annoyed.
“The bot took my order number. Then the agent asked again.”
When the bot can’t write to the CRM, the answers stay in the bot.
“Our customers write in Malay and Chinese.”
So it’s an English-only flow, or three separate bots to keep in step.
Canvas
Build the flow on a canvas, and test it on a phone first.
Menus, messages, questions and hand-overs are steps on a canvas. The phone beside it runs the flow as WhatsApp or as web chat, so you test it the way a customer will meet it.
- A step palette, and an inspector for each step
- Live phone preview for each channel
- Templates: Main menu + agent, After hours, Lead capture
Menus
Back and Main menu on every sub-menu, so nobody gets stuck.
Sub-menus get Back and Main menu on their own. On WhatsApp a menu becomes reply buttons or a list. Long answers go out in short messages with a typing pause between them.
- Reply buttons and lists on WhatsApp
- Images, documents and links in a message
- The customer’s first name, filled in for you
Ask and save
The bot asks for the order number once, and saves it on the record.
A question step asks, waits and saves the answer into the CRM. A new customer becomes a lead with the chat attached. The agent who picks up sees it all, so the customer never types it twice.
- Answers saved on the contact or lead
- Leads created from chat and WhatsApp
- Use a saved answer in a later message
Leads created from chat and WhatsApp, with their source and rating.
Hand-over
When the bot is done, it hands over by skill, with the answers attached.
A hand-over step picks the skill, the priority or the team. A keyword you choose, like “agent”, hands over at any point. The queue then finds someone with that skill.
- Hand over by skill, priority or team
- Hand over on a keyword
- The answers so far travel with the chat
After hours
At 11:40 pm, the after-hours flow takes the chat.
Your business hours decide which flow runs. Teras Home’s after-hours flow says when the team is back, lets the AI answer, or takes a message that becomes a ticket for the morning.
- Separate business-hours and after-hours flows
- Four modes per channel: off, flow, flow + AI, AI only
- A Leave a message step that opens a ticket
Safe changes
Publish a new version, and keep the old one.
Flows have versions, so a change goes live when you publish it. A deleted flow waits in the trash for 30 days. Export a flow as a file and import it somewhere else.
- Versions and publishing
- Trash with a 30-day restore
- Export and import a flow as a file
“Version 2 Live”, “No changes yet”, and Versions, Check, Preview and Publish above the canvas.
Reports → Chatbot
See where customers leave the flow, and why they asked for a person.
Reports → Chatbot shows how many chats the bot finished on its own, where customers dropped off in each flow, and the reason behind every hand-over.
- Deflection rate
- Drop-off per flow
- Hand-over reasons and top unanswered questions
Connected to everything else in Axonave
The bot works from the same customer record as your team.
What the bot asks lands in the CRM. When it hands over, the inbox gets the chat with the answers. When a question needs knowledge, the AI answers from your published articles.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
AI
Flow + AI: the bot answers from your published articles, with the source.
WhatsApp
Reply buttons and lists on your own WhatsApp number.
Omnichannel inbox
Hand-overs arrive with the skills and answers attached.
Helpdesk
Leave a message at night, find a ticket in the morning.
One flow, three languages
How can we help today? Apa yang boleh kami bantu hari ini? 今天有什么可以帮您？
Teras Home wrote its main menu once, with a line for each language. The customer’s language is remembered for the rest of the chat, through to the agent’s hand-over message.
Main menu · one node
Teras Home’s flow, as published
English · en
How can we help today?
- Track my order
- Ask a question
- Warranty & repairs
- Talk to our team
Bahasa Malaysia · ms
Apa yang boleh kami bantu hari ini?
- Jejak pesanan saya
- Tanya soalan
- Waranti & pembaikan
- Hubungi pasukan kami
中文 · zh-Hans
今天有什么可以帮您？
- 查询我的订单
- 咨询问题
- 保修与维修
- 联系客服
Every message, question and hand-over in the flow is written in all three. The customer’s language is remembered for the rest of the chat.
The flows teams build first
Order tracking
Ask for the order number, save it, and hand over to the delivery team.
After hours
Opening hours, an AI answer, or a message that becomes a ticket.
Lead capture
Ask what the customer needs, and save it on a new lead.
Questions about the chatbot
Do we need a developer to build a flow?
No. You build a flow on a canvas: drag a step in, write its text, connect it to the next one. The phone preview runs it as WhatsApp or web chat before you publish.
Which channels does the chatbot run on?
Web chat on your website, and WhatsApp through the official Cloud API. Each channel has its own mode: off, flow, flow + AI or AI only.
Can one flow speak Bahasa Malaysia and Chinese?
Yes. A flow can be written in English, Bahasa Malaysia and Chinese (Simplified). Every message, question and hand-over has a line for each language, and the customer’s language is remembered for the rest of the chat.
What happens when the bot can’t help?
It hands over to a person by skill, priority or team, with the answers it collected. A keyword you choose hands over too. When nobody is free, a Leave a message step turns the request into a ticket.
How does the AI fit into a flow?
Set a channel to flow + AI or AI only, or add an AI answer step to a menu. The AI answers only from articles you published, links the one it used, and hands over when it isn’t sure.
Can we start from a template?
Yes: Main menu + agent, After hours, and Lead capture. You can also import a flow file exported from another Axonave workspace.
Which plan includes the chatbot?
Every plan. The flow builder comes with Chat, so Basic (from $59 a month) has it. The AI modes need AI: it’s in Pro, or add an AI pack to Basic for $20 a month.
Is there a free trial?
Yes. Try Pro free for 14 days, AI included. No card needed.
See your first flow in Axonave.
We reply within one business day by email or WhatsApp.