✦ GENERATIVE AI STUDIO & P5PILOT

One Bot Builder, Three Ways to Answer

Not every conversation needs the same kind of intelligence. Build a strict, rule-based flow for predictable journeys, switch on AI Mode to answer from your own knowledge base, or hand the conversation to a real person the moment it needs one — all from the same chat flow builder.

Rule-BasedPredictable, scripted flows

Knowledge-BasedAI Mode answers from your data

Human HandoffEscalates to Live Chat instantly

🔒 app.plumb5.com/chat-flow

Plumb5 Create Chat Flow builder with AI Mode toggle, a welcome message action and rule, and a live preview panel

RULE-BASED FLOWS

Build the Exact Conversation You Want, Step by Step

Create a chat flow the same way you'd sketch it on a whiteboard: a welcome message, an action, a rule for when it fires, and the next step after that. Every response is exactly what you wrote — no surprises, no drift — which makes rule-based flows the right fit for onboarding, FAQs, and any journey where the path should never vary.

1Send a defined message as soon as the conversation starts

2Attach a rule to each action so it only fires under the right condition

3Chain as many actions as the journey needs with "Add an Action"

Plumb5 chat flow builder showing a Welcome to ChatBot step with a Send a Message action and rule

KNOWLEDGE-BASED AI MODE

Flip on AI Mode. Let It Answer From What You Already Know.

Some questions can't be scripted in advance. Switch a flow into AI Mode and the bot draws on your own knowledge base and prompt templates to answer in natural language — trained on your content, not the open internet, so answers stay accurate to your product and policies.

1Toggle AI Mode on any chat flow without rebuilding it from scratch

2Ground responses in your own knowledge base, not generic web answers

3Reuse prompt templates so tone and accuracy stay consistent across bots

Plumb5 chat preview panel showing a live conversation with a customer

REAL HUMAN HANDOFF

When the Bot Shouldn't Answer, a Person Does

Not every conversation should end with a bot. When a query falls outside what a rule or the knowledge base can confidently handle, the flow hands off straight into Live Chat — with the full conversation history intact, so your team picks up exactly where the bot left off instead of asking the customer to repeat themselves.

Plumb5 chat flow with Live Chat listed alongside other channels in the sidebar

WHY TEAMS BUILD ON PLUMB5

One Builder, Every Kind of Conversation

Mix All Three Freely

Start a flow rule-based, drop into AI Mode mid-conversation, and hand off to a human — all in one flow.

Always-On Coverage

Rule-based and knowledge-based bots answer instantly, any hour, so a human only steps in when it truly matters.

See It Before You Ship It

The live preview panel shows exactly how the conversation looks to a customer, before the flow ever goes live.

Works Across Channels

The same flow builder powers bots on Live Chat, WhatsApp, SMS and RCS from one place.

Ready to build your first flow?

See rule-based, knowledge-based and human handoff working together on your own site.