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Chatbot Flow Template for Product Teams
A structured template for designing chatbot conversation flows with decision trees, fallback handling, and handoff criteria.
Updated 2026-03-05
Chatbot Flow
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Edit the values above to try it with your own data. Your changes are saved locally.
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Frequently Asked Questions
How many flows should a chatbot have at launch?+
Start with 3-5 flows covering your highest-volume, simplest ticket categories. Login issues, billing inquiries, and getting started are typical first flows. Expand after you have data on containment rates and drop-off points.
What containment rate should we target?+
40-60% for a well-designed bot. Below 40% means your flows are too limited or poorly designed. Above 60% may mean you are not offering handoff when you should. Some issues genuinely need a human. For tracking [customer health](/templates/customer-health-template) signals alongside bot performance, combine CSAT and containment data.
How do we handle users who type long, detailed messages instead of clicking buttons?+
Use intent classification (most chatbot platforms include this) to extract the key topic from free-text input and route to the correct flow. If the classifier confidence is below your threshold (typically 70%), trigger the fallback node. Do not try to parse every word.
Should the chatbot use the customer's name?+
Yes, if you have it. "Hi Sarah, I can help with that" is warmer than "I can help with that." Pull the name from the user's account data when available. Do not ask for their name unless you need it for identification.
How often should flows be updated?+
Review metrics weekly during the first month after launch. After that, monthly reviews of containment rate, fallback rate, and CSAT per flow. Update flows whenever the product changes (new features, pricing changes, UI changes) or when a flow's containment rate drops below target. ---
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