In Tidio, you have two options for adding a flow. You can do so using our ready-made templates or by building a custom flow from scratch. Whether you prefer to start from scratch or use pre-designed templates, Tidio is here for you.
Create a flow from scratch
To build a custom flow, open the Flows category in your Thidio admin panel and click the Create from scratch button – you’ll find it under My Flows and also under Templates .
Creating a manual flow allows you to build a scenario using available nodes. Each flow must begin with a trigger that specifies when to start the flow. Once the trigger is defined, you can add actions and conditions to complete your flow. Of course, you can change the trigger(s) later.
Adding nodes (triggers, actions, conditions)
The first thing you’ll see when you create your flows is a window with all the available triggers. Triggers are organized by visitor actions on your page or widget, as well as by actions you initiate:
Once you’ve selected your trigger, you’ll see the visual flow editor . It provides a grid where you can add and connect nodes (such as triggers, conditions, and actions). Think of it as a map to your flow—a chain of events that occur on the visitor’s side, sometimes called a “flow decision tree.”
On the right side, you will see a menu with all the available nodes: Triggers , Conditions and Actions . There you will select all the building blocks for the current flow; to place a node, simply click on it and drag it into the editing area.
Connecting, disconnecting, and moving nodes
The first node you add should automatically connect to the trigger; in general, however, you will need to connect nodes manually. To do this, click on one of the node’s dots (located around each node) and drag a link towards the second node:
After you disconnect one node, you can connect another node you want:
If you want to move multiple nodes at once , first make sure the selection cursor is enabled in the bottom-left corner of the editor (this is the default):
This mode allows you to select nodes and move them, using a left mouse click . You can also select a wider area with multiple nodes:
The second option is the scroll bar :
This mode will help you drag and move the screen to improve visualization and navigation (using left mouse click ). You can still select and edit nodes, but only one at a time.
Saving your flow
While the editor will automatically save your progress (creating a draft version of your flow), you can manually save your changes by clicking the Play button in the top right corner. This will also enable your flow so it can start running.
Of course, you can simply use the Close button to exit the editor and save your changes as a draft – you can continue editing the flow later.
Add a flow template
If you prefer to get started faster, Thidio offers a variety of pre-designed flow templates, organized by purpose – within the general flow category :
Additionally, if the existing templates don’t quite fit your needs and you’re new to Tidio, you can access the Welcome to Flows tab, available on the left side of your Flows category. This screen offers a unique flow tailored to your Tidio project, with clear recommendations for your next steps.
Template navigation
You can see all available templates when you browse a specific list. You can use the Search option if you know what you’re looking for; you can also narrow your view using filters and sort options at the top:
For example, you can select the communication channel where the template should work (live chat, messenger, Instagram, WhatsApp):
…or sort the templates by relevance, popularity, recommendation, date added, or name:
Add a template
To add and activate a template, you must first decide which template(s) you prefer. Find a template in one of the lists, for example the list of support flows :
All relevant templates will appear there in a tiles format. Hover your mouse over a selected template to see more information – and click the blue Learn More button:
You’ll see a new window where you can test the flow (as it will appear in your chat widget) by clicking the Try It button, or customize (and then activate) it by clicking the blue Use Template button.
When you select Use a template , you’ll see some basic options to modify the template to your preference, for example, by matching the most relevant messages to the flow:
You can also enter a more advanced customization mode by clicking the Advanced Edit option at the bottom; this will take you to the flow editor, where you can change every tiny detail of your new flow.
Click on each of the nodes you see on the edit map, and change the texts to your preference:
Remember to click Run when you’re done to ensure your changes are saved, and your new flow is activated.
Further reading
If you want to learn more about the manual flow creation process (or you’re just looking for inspiration), check out some of our other articles:
- Article about triggers and actions
- Article on conditions in flow
- Article on flow analysis
- Article on flow optimization
You can also check out our guides on how to use the different templates to improve your user experience.
If you have any further questions or need help, please feel free to contact our support team.
Thank you for using Thidio, and we hope you enjoy our platform!