# Building the conversation flow

The designer has two ways to build, side by side: **describe what you want in plain language** on the left — "Ask for name, email, and company. If the email is from gmail, decline politely. Otherwise hand off to sales." — and AI updates the flow for you; or edit the **canvas** directly on the right, block by block.

![Flow designer](../../.gitbook/assets/guides/flow-designer-canvas.jpg)

## The building blocks

* **Send message** — say something, with attachments if needed.
* **Collect** — ask a question and capture the answer (name, email, budget…) for later steps.
* **Condition** — branch the conversation based on what the customer says.
* **Knowledge query** — answer from your AI Knowledge.
* **Tool steps** — use live data: offer real open time slots from a **Calendar** and book the chosen one, or recommend real products from your catalogue.
* **AI task** — compute something silently (e.g. an instalment estimate) and save the result for later blocks.
* **End** — finish the conversation, or hand off to a human agent.

Values collected earlier can be reused anywhere with placeholders like `{name}` or `{email}`.

## The handoff message

Every flow has a default **End** step that hands the conversation to your team, sending a short handoff message (e.g. "Let me connect you with a team member.") whenever the agent can't help further.

Prefer a quiet handover? Tick **Leave handoff message blank (silent handoff)** on the default End step — the message field clears, and customers get no automated line when the agent steps back; the next thing they see is your teammate's reply. Because the chat stays quiet until someone answers, the first time you publish the agent you're shown exactly what customers will experience and asked to confirm. Your name and the date are recorded on the step, so the team always knows who approved it. Typing a handoff message again switches the agent back to announcing the handover.

![Silent handoff on the default End step](../../.gitbook/assets/guides/silent-handoff-end-step.jpg)

Every designer change creates a **snapshot** — open the **History** tab to restore any earlier version. You can also download the canvas as a PDF to share the flow with your team.

Save as you go, and use the [playground](/mampu-ai/flow-agents/testing-and-connecting-an-agent) to try the flow as if you were the customer.

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Source: https://help.mampuai.com/mampu-ai/flow-agents/building-the-conversation-flow