Home Getting to Know Controlled Flows Step-by-step Guide to Launching a New Controlled Flow

Step-by-step Guide to Launching a New Controlled Flow

Last updated on Aug 26, 2026

[Step 1] Understanding which flow will be built

The first step in launching a new Controlled Flow is to define its purpose. Will it be a Controlled Flow that communicates the status of the customer's order? Will it verify the customer's plan? Will it delete the user's account?

To do this, understand the questions users will ask that should trigger the new Controlled Flow, as in the examples below of user/Controlled Flow questions:

  • "Where is my order?" → Order Status Controlled Flow

  • "I forgot my password" → Password reset Controlled Flow

  • "My account is locked" → Account unlocking Controlled Flow

  • Validating some information at the beginning of the interaction → Initial validation Controlled Flow

[Step 2] Drawing the flow sketch

We recommend using Miro or any digital "White Board" tool to sketch each step (a simplified flowchart).

You need to understand:

  • The question the customer will ask that triggers this Controlled Flow

    For example: "Where is my order?"

  • The variables that need to be mapped

    For example: customer's Order ID field

  • The data sources that the Controlled Flow will use

    For example: Google Sheets or API

  • The responses to be provided to the customer based on the mapped variables and backend queries

    For example: "Your order status is {{orderStatus}}"

[Step 3] Setting up the flow in Controlled Flow

This guide provides step-by-step instructions for setting up a flow in Controlled Flow.

Follow these steps:

Step 1: Request the creation of a workspace in Controlled Flow for you (it is not created by default).

Step 2: Inside the workspace, click "Create a typebot" for each new Controlled Flow, then select "Start from scratch" to create a Controlled Flow.

Step 3: Begin constructing a new Controlled Flow.

For more detailed instructions on building a complete Controlled Flow: How to create a flow in Controlled Flow via API or How to create a flow in Controlled Flow using Google Sheets

[Step 4] Setting up in ClaudIA (linking the created flow to an INTERACTIVE section)

This guide explains how to ensure that Controlled Flow will be activated by ClaudIA.

Step 1: Do not use generic texts in the "response" of the updated/created section. It is essential that this response is unique to optimize the Controlled Flow's trigger.

Example of an appropriate section (with a specific "response" for the case):

Example of an inappropriate (generic) section:

Step 2: Ensure that the section's Type is marked as "INTERACTIVE". This option is only available after Setting up in Controlled Flow.

Step 3: Select the Flow ID of the Controlled Flow you want to trigger when this section is used.

Done! Your interactive section is fully configured. You can test the integrated behavior between ClaudIA <> Controlled Flow directly in the panel's Playground.

[Step 5] Reviewing the Controlled Flow's termination strategy

End Flow [N1]

When this card is used, the ticket will not be closed at the end of the Controlled Flow's interaction, and the customer will return to interact with ClaudIA. Ideal for Controlled Flows activated through a ClaudIA section.

Answer Ticket [N1]

When used, this card prevents the ticket from closing at the end of the Controlled Flow's interaction, allowing the customer to resume interaction with ClaudIA. If the interaction is initiated by the Controlled Flow, ClaudIA will respond to the user's first message, making it ideal when the Controlled Flow starts the interaction. Note that a Bubble Text card with some content must precede the Answer Ticket; without it, functionality may be compromised, resulting in Controlled Flow errors.

Close Ticket [N1]

When this card is used, the ticket will be closed at N1. If the customer sends a new message, a new ticket will be created.

Forward to Human [N2]: When this card is used, the ticket will be closed by ClaudIA and transferred to a customer agent (escalated to N2).

Important precautions

  1. Fill in the "Topic" field only if ClaudIA has sections with different topics (multi-prompt).

  2. Always include a text Bubble before the Forward to Human [N2] card when used.

[Final Step] Testing the created Controlled Flow

Testing a new Controlled Flow

Before deploying a new flow and replacing a critical section, it is essential to test the Controlled Flow to identify improvement opportunities.

We recommend testing in three different ways:

  1. Through the Controlled Flow's own workspace

  2. Through ClaudIA Panel's Playground

  3. Through the official channel

1. Testing in the Controlled Flow's workspace

Tests can be performed using the "Test" button in the top right corner of the page.

While it has some limitations, such as not considering all integrations with ClaudIA (e.g., variable helpdeskId), it is a quick way to perform multiple tests in a short period.

2. Testing in ClaudIA Panel's Playground

To test a Controlled Flow via ClaudIA panel's Playground, create a content section in ClaudIA that triggers the Controlled Flow. Create a section with a title unlikely to be used by ClaudIA for responding to a user, for example, "Test Controlled Flow - how do I make a polyjuice potion with a mixer?".

With this section, send the section's title message (Test Controlled Flow - how do I make a polyjuice potion with a mixer?) in the playground.

3. Testing via the official channel

Similar to testing via Playground, to test through official channels like WhatsApp, email, or widget, create a content section in ClaudIA. Follow the same steps as in Playground, but send the message through the chosen official channel.

This option is useful for testing flows that perform validation based on helpdeskId.