Understanding Flows: the visual automation builder

📍 Where to find it: Reach your customers → Flows

A Flow is an automation that you draw as a tree: a trigger at the top (the event that starts everything), then steps that your contacts go through one by one — send a message, wait, check a condition, split into two paths. It's Madyis Hub's proactive engine for following up with and guiding your customers all on its own.

How it works

Each Flow has a "draft" version (the one you edit) and a "published" version (the one that actually runs). When a contact enters the Flow, Madyis Hub creates an individual journey for them and moves them step by step, respecting the waits (for example 1 day) that you set. An internal robot checks every minute which journeys have come due and runs the next step. Until you click "Publish", your changes do not apply to contacts already in progress.

Step by step

1. Open Reach your customers → Flows.
2. Click "New": choose a ready-made template (Welcome, Quick follow-up, Lead sorting, Post-resolution follow-up) or start from scratch.
3. Give the Flow a name at the top of the editor.
4. Click the trigger block (at the top) to define how the Flow starts.
5. Click the "+" under a step to add an action, a wait or a condition, then set it up in the right-hand panel.
6. Fix the points flagged by the help card at the bottom (red errors block publishing).
7. Click "Publish" and check the consent attestation to activate the Flow.

Good to know

• Flows are only available on paid plans (Pro): otherwise a padlock appears.
• "Saved" does not mean "live": an orange "unpublished changes" banner appears until you republish.
• Always start from a template the first time: it's faster than a blank page.
• In messages, write {{contact.name}} to automatically insert the contact's first name.