Use saved replies and simple automated flows
Not every repetitive question needs generative AI. Use saved replies for consistent human responses and simple flows for predictable paths such as shipping, returns, and stock.
Saved replies
A saved reply is a reviewed answer that a human can insert quickly. Use it for repeated questions that still benefit from a person checking the context.
Keep the wording current and avoid promising a delivery date or refund outcome before checking the order.
Automated flows
A flow connects a trigger to messages, choices, conditions, and actions. A visitor opening a page, clicking an option, or asking for a topic can begin a predictable path.
Source: tidio.com/flows, accessed July 2026.
Useful first flows include:
- Directing shipping questions to the correct policy or order lookup path
- Explaining the return process without deciding eligibility prematurely
- Collecting contact details for an out of stock item
- Routing product specific questions to a human
Keep the flow short
Start with one clear question and a few choices. Long decision trees are difficult to maintain and frustrating to navigate. Review the path as a first time visitor before publishing.
Lesson checklist
- I separated saved replies from fully automated responses
- I built one short flow for a frequent question
- The flow does not make promises that require order context
- I tested every branch
Next, you will organize supported channels in one inbox.