Start with the questions you already receive.
List the questions your business answers repeatedly: opening hours, delivery areas, appointments or what happens after an enquiry. Choose one small conversation to begin with. A short flow is easier to review and keep accurate than a menu that tries to cover everything.
Write the answer before designing the branches.
Use the words you would send yourself. Include the information a customer needs for the next step, and leave out details that change too often to maintain reliably. If availability must be checked by a person, say so in the reply rather than making a promise the flow cannot verify.
Give each choice a destination.
Connect a question to a saved answer, a next choice or a handoff. Label buttons with language a customer will recognise. Check that every branch leads somewhere useful, including the route for a question the flow does not cover.
Review the whole conversation.
Read the flow from the customer’s point of view. Check business details, links, tone and the support route. If you use optional AI drafting, treat its output as a starting point: you are responsible for reviewing the text and structure before it is enabled.
Keep ownership of the answers.
Decide who will review the flow when your hours, policies or contact details change. Saved replies work best when they are maintained alongside the business information they describe. You can pause automation while changes are being reviewed.