The Customer intervention section lets you decide when a flow should stop to make way for a human interaction, whether from the customer or from your team.
Interrupt flow when contact answers manually
When this option is on, the flow stops automatically as soon as a contact replies manually in the conversation.
👉 Ideal for:
avoiding out-of-context automated replies
Interrupt flow when agent answers to contact
This option stops the flow as soon as a human agent replies to the contact from the Inbox.
👉 Recommended to:
make the handover to support seamless
avoid any clash between automation and human replies
Activate flow greeting message
This option sends an automatic welcome message when a flow is triggered.
In the Content preview section, you can:
click Edit
customize the greeting message
adapt the tone to your brand
This message reassures the contact while an agent takes over.
If a greeting message is set in the global settings, it applies to every flow, even if you turn on this option in one of your automations.
We recommend checking and turning off the global flow greeting message in Settings → Greeting Message before adjusting rules per flow. Follow the guide here