Conversation canvas

Use the conversation canvas to lay out the flow of your passages.

Remember to select your team and chatbot before opening your conversation.


A passage is a "turn" in the conversation: the chatbot says or does something, then the user responds. Each passage is represented by a card on the canvas. A passage card has:

  • A name to briefly describe the passage.
    If the name is too long to display, you can hover over the passage card to read the full name.
  • A preview of what the chatbot sends in that passage, such as text, buttons, a script, or a combination of elements.
  • A letter code on the right indicating that the passage has Keyword, NLP, or Outbound questions.
  • An icon at the bottom right indicating how the user is expected to respond: asking a question, pressing a button or quick reply, sending requested information, or no response. The icon might also indicate that the chatbot hands over to a human at the end of the passage, or runs a script after the user has responded.

Working with your team

You can see who else is viewing this conversation flow by looking for their avatar in the top left of the canvas. If someone on your team is editing a passage, you'll see their avatar below that passage in the canvas.

The starting passage

The green passage in the conversation canvas is the Starting Passage. This is the passage this conversation starts with by default.

You can't change which passage is the starting passage in a conversation. If you want to change your starting passage, change the content of the green passage.


You can see where one passage leads to the next by the flow lines that connect the passages. Hover your mouse over a passage to see which passages lead into it (in blue) and where the conversation can flow after it (in orange). Passages can also lead to passages in other conversations.


Conversation flows can get quite large. Use the zoom buttons at the top right to zoom into and out of the canvas to see more of your conversation, or click-and-drag the canvas to move it around.

Create a passage

To create a new passage in your conversation:

  1. Click + Passage in the top right.
    The new passage is added to your flow.
  2. Click the passage to open the edit screen and create the passage content.

Move a passage in the flow

You can click-and-drag passages to arrange them in your flow. Passage flow lines automatically adjust to the passage's position. Moving a passage on the canvas is considered a change, and will appear in draft stage in Versions.

Find a specific passage

Find passages by the words they contain using the passage search at the top. Passages that match your search terms are highlighted.

You can also search all conversations

Using the search field with the conversation canvas open searches just that conversation. If you want to search across all conversations in your chatbot, use the global search. See Finding chatbot content.

Preview a passage

You can preview your conversation flow in Facebook Messenger from a particular passage onwards.

Facebook Messenger required

You can use your personal Facebook account to preview the conversation flow. You do not need to configure a Facebook integration to see the preview.

To preview a passage:

  1. Click the menu icon in the top right of the passage.
  2. Click Preview.
  3. Click Send to Messenger.
  4. If required, log into the Facebook account you want to use to preview the passage.
  5. Open Facebook Messenger and interact with the conversation flow.

Preview shows unpublished changes

Previews include any changes you have made to your chatbot since your last verison was published. Your chatbot users will only see the published version of your chatbot.

Duplicate a passage

Duplicate a passage to create a copy of it within your flow. The duplicate passage will have the same outgoing connections to other passages, but no incoming connections.

To duplicate a passage, click the menu icon in the top right of the passage, and click Duplicate.

Move the passage to another conversation

You can send a passage to another conversation. It will be removed from your current conversation and added to the flow of the other.

To move a passage to another conversation:

  1. Click the menu icon in the top right of the passage.
  2. Click Move to.
  3. Select the conversation to move the passage to.


This is helpful if you have a passage that you like to use in several conversations. Duplicate the passage, then send it to the new conversation.

Remove a passage

You can remove any passage in the flow except the Starting Passage. Make sure you edit any incoming passages or questions first, to avoid disrupting the flow of your chatbot.

Create a backup version...

Deleting a passage can't be undone. If you want a backup of this passage, create a version of the chatbot before you delete the passage. See Versions.

To delete a passage, click the menu icon in the top right of the passage, and click Remove.

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