Manual
Every step, explained
A flow is a list of steps. Someone enters at the top and works their way down until they reach the end or have to wait somewhere. Below is what each step does, how the rest of the app works, and where people trip up.
The steps · Working in the builder · The inbox · Contacts and broadcasts · Your account and workspace · Where people get stuck
Talking
Message
Sends what you type. You can write several versions of the same text; the flow then picks one, so a hundred people do not all get exactly the same words.
Question
Sends a message and waits for the answer. Whatever someone writes back is saved under the name you choose, and you can use it further down. If nothing comes, the flow carries on down the other path once the wait is over.
Reply under post
Posts a public reply under the comment that started the flow. Instagram allows one private message per comment; this is the public part alongside it.
AI reply
Lets Claude answer from what you put in the knowledge base. If there is nothing about the question in it, the reply says so instead of making something up.
AI: what do they mean
Reads the message and picks one of the directions you named, such as "wants prices", "wants an appointment" or "complaint". If none fits, it takes the "something else" path.
Choosing and waiting
If / then
Two paths: if the condition holds, go left, otherwise right. For example: has this person already left an email address?
Several paths
More than two. The first one that matches wins, so put the narrowest condition at the top. If none matches, it takes "none of these".
Split
Sends people down two or more paths in the ratio you set. That is how you test two texts against each other.
Wait
Pauses the flow. Mind the 24-hour window: wait longer than that and you can only send again once the other person writes. The flow remembers and carries on as soon as it is allowed to.
Remembering
Add and remove tags
A tag is a label on a person: "customer", "webinar", "wants prices". Use them to choose who gets a broadcast and to take a turn in a flow.
Set field
Stores a value on the person, such as a size, a city or the answer to a question. Fields have a fixed key, because flows refer to it.
Record consent
Records that someone said yes to hearing from you, with the time it happened. You need this before you send anyone a broadcast.
Sequence
Puts someone into a series of messages spread over days. Anyone already in it keeps their place, even if you change the sequence afterwards.
Reaching out
Notify team
Puts a notification under the bell, and sends an email if you turn that on. For the moment a person needs to take over.
Webhook
Calls your own system and can save the response in a field. If no response comes back, the flow takes the error path.
Go to flow
Hands the person over to another flow. Useful for writing one greeting that is used everywhere.
End
Stops the flow. Not required, but it reads better than a step that points nowhere.
Working in the builder
Shortcuts use ⌘ on a Mac and Ctrl on Windows.
Undo and redo
⌘Z undoes, ⇧⌘Z redoes, up to a hundred changes
back. Typing in one step counts as one change, not one per letter. The arrows above the canvas
do the same.
Find a step
⌘F opens Find a step. It searches every step's text, button labels, tags,
webhook addresses and your notes. Enter moves to the next match, top to bottom.
Select several
Shift-drag a box around steps, or shift-click them one by one. Then move, delete or copy them together.
Copy and paste
⌘C copies the selected steps and the lines between them, ⌘V
pastes them, also into another flow in the same browser. A line to a step you did not copy is
left behind, so connect the pasted steps yourself.
Notes
The Note button puts a sticky note on the canvas: why a branch exists, or what still needs doing. It is saved with the flow and never sent to anyone.
Stop what is running
While people are inside a flow, a button says Stop 12 running, or however many there are. It ends each of those conversations where it is, and queued messages are not sent. The flow stays live, so new conversations still start.
Stats
Every flow has Stats for 7, 30 or 90 days: how many entered and finished, by step and by branch, each compared with the same number of days before. Download CSV gives you the same figures as a file.
Try a question
In the knowledge base, Try a question shows the reply an AI step would send and which entries it used. If it used none, the entry that should cover it is missing or worded differently. Each question counts as one AI reply in your monthly allowance.
The inbox
Mark as unread
Opened a conversation you cannot deal with yet? Mark as unread puts the dot back, and the inbox leaves you where you are instead of opening the next one.
Notes and mentions
Notes are for colleagues; the customer never sees them. Type @ and a name to mention someone. It appears under their bell, and in their email if they have asked for that.
Replying after 24 hours
Once the 24 hours are up, a person can still answer for a while under Instagram's human agent tag. The inbox says so above the reply box before you send, with the time it runs out. Use it to answer what they asked, not for offers or reminders. Flows cannot send in that time.
Saved replies
Type a reply and choose + Save this reply; it then sits above the reply box.
{{contact.first_name | "there"}} fills in the first name, or “there”
when it is unknown. If a field is missing for this person, the inbox says which part was left
empty, so read it through before sending.
Saved views
Set the filters you use most, say open, assigned to you, label “refund”, and choose + Save this view. It becomes a tab above the list. The × on the tab removes it.
Who else is looking
When a colleague has the same conversation open, a line above the reply box says Sam is viewing, or Sam is typing a reply. It turns orange while they type, so two people do not answer the same question. A tab left in the background does not count.
Contacts and broadcasts
Choose columns
Columns above the contact list sets what it shows: email, phone, Instagram name, tags, first seen and any field of your own. The choice is remembered in this browser.
Change many at once
Tick people, pick a field under Set a field…, give a value and choose Apply. An empty value clears the field. Up to 1,000 people at a time.
Erase people
Owners and admins can erase the people they ticked: everything about them goes, every conversation and message included. You confirm by typing how many people it is. It cannot be undone.
The broadcast report
Each broadcast has its own page: sent, still to send, failed, skipped, replied and opted out after, and why some did not get it. Download CSV gives you the report as a file.
Pause and resume
Pause holds a broadcast where it is; nothing more goes out until you choose Resume. Anyone whose 24-hour window closes in the meantime is skipped, so do not leave it paused for long.
Tracked links
Tick Track link clicks and each link in the message becomes a short link, one per person. The report then shows who clicked which link. Pick a tag to give everyone who clicks, and you can follow up with just them. It is off by default because it changes the link people see.
The overview
The overview covers 7, 14 or 30 days. Each number shows how it compares with the same number of days before. Days follow the workspace's time zone.
Your account and workspace
How you sign in is at the bottom of Settings in any workspace (or at app.everyconvo.com/account),
and is the same in every workspace. The rest is under Settings and Team in each workspace.
Two-step sign-in
Choose Set up two-step sign-in and scan the code with an authenticator app such as 1Password, Google Authenticator or Authy. You then get ten recovery codes, shown once. Save them: if you lose your phone, each one gets you in once. New recovery codes… makes a fresh set.
A new sign-in
When someone signs in to your account from a browser we have not seen before, we email you when, which browser and from which network. If it was not you, reset your password. That signs out every session.
Email address and password
Change address… sends a link to the new address, and your account moves once you follow it. Change password… signs out your other sessions. Both ask for your current password.
Download your data
One file with your account, the workspaces you are in, where you have been signed in and the record of changes to your account. Contacts and conversations belong to a workspace and are exported from there.
Where you're signed in
Settings lists every browser and phone signed in to your account and when each was last used. Sign out ends one; Sign out everywhere else ends all but the one you are using.
Email to you
Each person chooses their own email: when someone mentions them in a note, when a colleague assigns them a conversation, when a flow hands a conversation to a person, and a summary each morning at 8am, skipped on days when nothing happened.
Invoices
Settings, under Plan, lists your invoices, each with a link to view it and a PDF.
Message history
Settings, Message history deletes messages after 30 days, 90 days, 6 months, 1 year or 2 years, or keeps everything. The people stay, with their tags and fields; what was said goes for good.
Activity
Settings, Activity shows who did what in the workspace, newest first, and can be narrowed to one person. Only owners and admins see it.
Last active
The Team page shows when each person was last active, or that they have not signed in yet. Useful when you are working out who still needs access.
Where people get stuck
The flow does not start
Check three things: is the flow published, is a trigger switched on, and does the word match exactly. A trigger on "price" also catches "prices", but not "how much is it".
Nothing gets sent
The 24-hour window has probably closed. Instagram only lets a business reply within a day of the other person's last message. Anything queued waits until that person writes again and then goes out after all.
Two flows respond to the same word
Only one ever starts: the one with the lowest order number. The Trigger words screen shows which words belong to more than one flow.
The AI reply knows nothing
The AI only answers from your knowledge base. If there is nothing about the question in it, it says so. Add the question to the knowledge base the way customers ask it, not the way you would. Try a question on the knowledge base page shows which entries it used.
I lost my phone and cannot sign in
Where the sign-in asks for the code from your app, enter one of your recovery codes instead. Each one works once. Once you are in, make a new set under Your account. If you have no codes left, get in touch.
I was mentioned but got no email
Mentions always show under the bell. Email only comes when “When someone mentions me in a note” is ticked under Email to you in Settings.