Twenty-four steps, five groups, every channel
Each step models what the channel actually sends: button counts, list sections, header and footer limits, validation rules, time slots. Draw with the real constraints and the customer receives exactly what you designed.
Entry · Message · Input · Logic · Action ✦ Limits enforced in the builder
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Buttons, lists and prompts that honour the channel
Reply sends one to three buttons with an optional header and footer. Quick Reply goes up to ten. List sends up to ten sections of ten rows, each with a title of 24 characters and a description of 72. On WhatsApp they are real buttons and menus; on Instagram and Messenger the same step delivers a numbered list and the customer types the number or the label. A Prompt validates free text by regex, phone, email, number or an AI rule, with retries and a timeout branch.
- Prompt Date. Four formats or lenient parsing, past or future ranges, excluded weekdays.
- WhatsApp Flow. A multi-screen form in one step, every answer mapped to a variable; official WhatsApp only.
- Chat Session. Continue the conversation in browser chat, with two outputs for where the customer replied.
Built from the patterns real conversations need
Say it, show it, point to it
Text with formatting and variables, image, video, audio and document with captions, a map pin, and a single-button link to a booking, a map or a payment.
Decide without sending
Condition routes on AND/OR rules over variables. Time Condition routes by day, time and holiday in a zone you choose. Delay and Wait for Events pause the run.
Do the work
Call an API and map the response, run an AI agent with tools and knowledge, file a categorised ticket, move a workflow stage, record a goal, or hand the chat to a person.
Nudge, then fall back
Every waiting step can send up to five follow-ups when the customer goes quiet, then keep waiting, take the fallback branch or end the session.
From the guest's message to a ticket, a stage and a person
An API call makes a GET, POST, PUT or DELETE request with variables in the URL, headers and body, times out after thirty seconds by default, and can run the raw response through AI before mapping fields into variables. Create Ticket files a ticket against the live chat in the channel's workflow, with captured details filled from the run and a pool or person as owner. Workflow Stage attaches or moves the conversation one hop along the arrows you drew. Agent Transfer ends the bot's role and hands over with the full trail.
- Soft-fail by design. A deleted workflow or an unusable assignee lets the journey continue to the next step.
- One owner. Ticket then Transfer to a team hands the chat to the ticket's owner when they are available.
- Test previews. In the sandbox, action steps show what they would do and write a placeholder variable.
Variables written
Ready to draw with the real constraints?
Every limit is enforced in the builder, so what you test is what the customer gets.
Questions, answered
About the steps and their limits.
Twenty-four, in five groups. Entry: Start. Message: Text, Image, Video, Audio, Document, Location, Call-to-Action URL. Input: Reply, Quick Reply, List, Prompt, Prompt Date, WhatsApp Flow, Chat Session, Wait for Events. Logic: Condition, Time Condition, Delay. Action: API call, AI Agent, Agent Transfer, Goal, Create Ticket, Workflow Stage.
Text up to 4,096 characters with WhatsApp-style formatting. Captions up to 1,024 characters on image, video and document. A call-to-action message has a header up to 60 characters, a body up to 1,024, a footer up to 60, a button label up to 20 and a URL up to 2,048.
Lodgestory adapts the message: real buttons on WhatsApp, clickable choices on web chat, styled HTML on email and a numbered list on Instagram and Messenger, where the customer types the number or the label. Headers and footers are dropped on Instagram and Messenger.
An API call extracts fields from the response into variables. Create Ticket sets the last ticket number and related variables. Workflow Stage sets the result, attached, moved, restarted, partial, unchanged, finished or failed, so the next Condition can branch on it. A Goal records a milestone you can count.