Flows or an AI agent? How to choose

Choose a flow when…

• The conversation is always the same: a menu, a price list, collecting a name and a phone number.
• You want exact wording every time, with buttons to tap.
• You don't want any AI cost at all — flows never use AI unless you add an AI Response step.

Choose an AI agent when…

• Customers ask anything, in their own words and language.
• You have facts to teach it: your website, prices, policies, a PDF menu.
• It should sell, book appointments, answer support questions or qualify leads.

Or use both

Start with a flow for the predictable part (a welcome menu), then hand the chat to your AI agent with the AI Response step. Or let the agent chat and add a flow for one specific keyword like “menu”.