Please note the conversation flow process for Dynamic Conversation Flows. Kindly review it and reach out to [email protected] if you have any questions.
Introduction
Myma.ai's Conversation Flows feature empowers businesses to build intelligent, guided experiences for guests across multiple channels. Whether your goal is to route inquiries, collect information, or automate booking-related tasks, Conversation Flows offer a structured way to guide users through predefined or dynamic interactions.
This guide introduces the two types of flows:
Static Conversation Flow
Dynamic Conversation Flow
Access this feature by navigating to Workflows→ Conversation Flows in your Myma.ai Dashboard.
When to use FAQ's vs Conversation Flows?
Use FAQs for standalone, factual question-and-answer responses, and use conversation flows when you need guided, multi-step interactions that collect information or drive a specific outcome.
Train Your AI To Match Your Brand
Under Conversation Flows, you’ll see two buttons at the top: Add a Conversation Flow and Import from Templates.
Add a Conversation Flow:
When you select this option, you can choose the flow type (Dynamic or Static), enter a description, and click Save. From there, you’ll be able to add questions and answers that the chatbot can reference.
Import from Templates:
Selecting this option opens a page where you can choose from existing Dynamic Conversation Flow templates to use as a starting point.
Static Conversation Flows
What is a Static Conversation Flow?
Static conversation flows are predefined, rule-based, button-driven interaction paths used when you need controlled, guided filtering—such as narrowing down room types when multiple options exist or helping users select the right product without relying on dynamic AI interpretation.
These features are helpful when there is typically a predefined set of responses to user queries, or when users can select from a series of questions. Once a user’s query is resolved, if a redirect to a specific page is necessary, a button is provided for this purpose. This streamlined process enables users to easily navigate the conversation and access relevant information without any difficulty.
You can configure a button click to do one of the following:
Ask the next question
Go to another conversation flow
Open a Form
Filter and show a list of rooms based on user selections
Filter and show a list of products based on user selections
Invoke API
Use Case: Answering FAQs, guiding users through a booking process, or offering service options.
Static Conversation Flow Example
Dynamic Conversation Flows
What is a Dynamic Conversation Flow?
A conversation flow in relation to Gen AI is the structured sequence of prompts, user inputs, system instructions, and model responses that guides how a generative AI interaction progresses from start to outcome.
Dynamic flows allow you to create personalized, adaptive guest experiences by combining natural language instructions, training data, and optional API integrations. Unlike static flows, dynamic flows adapt in real time based on guest input, making conversations more flexible, contextual, and intelligent.
Use Case: Planning events, handling complex inquiries, or offering concierge services.
Dynamic Conversation Flow Example
To improve usability and long-term scalability, this screen has been reorganized into structured sections:
Assistant Instructions
Pre-Built Blocks
Custom Actions (Advanced)
Assistant Instructions
Assistant Instructions define how the AI behaves, communicates, and operates within the flow. Previously, all instructions were housed in a single text box. We have now separated them into four distinct sections to make it easier to add, remove, or troubleshoot specific instructions and to create a more standardized and streamlined configuration process.
The four sections are outlined below.
Task Overview
This section defines what the assistant is responsible for and the types of requests it should handle. It establishes the assistant’s overall purpose and scope.
Conversation Handling
This section sets the rules for how conversations should flow. It includes guidance on follow-up questions, confirmations, clarification behavior, escalation rules, and how the assistant should manage dialogue structure.
Tone & Personality
This section defines how the assistant should sound. It ensures communication remains on-brand, consistent, and aligned with your property’s voice in every interaction.
Safety & System Rules
This section outlines non-negotiable requirements the assistant must always follow, including privacy rules, compliance standards, operational limitations, and hand-off conditions.
Between AI Instructions and Pre-Built Blocks, you will see two additional settings: Include Knowledge and Model Type.
Model Type refers to the AI model being used for the assistant. This setting should not be changed, as it is managed directly by the Myma team.
This is only visible to those with an Admin Role.
Include Knowledge, however, is important to enable. When turned on, it ensures that all relevant information within the Dynamic Conversation Flow is incorporated into the assistant’s responses, allowing it to provide accurate and contextually informed answers.
Pre-Built Blocks
What are Pre-Build Blocks?
Pre-built blocks are reusable conversation components that combine prompts, logic, data collection, and external API triggers—with built-in instructions on when and how to invoke them—to quickly build structured Gen AI workflows. Examples: Get Rates & Availability.
Pre-Built Blocks are structured action-based components such as forwarding a call, disconnecting a call, showing rates, or triggering other system behaviors.
Each Pre-Built Block includes:
An API Call
System instructions or a system prompt
Editable parameters (such as phone numbers or dynamic fields)
Display text and field guidance
When you select Browse Library, you will see a collection of API Templates. These templates now include more detailed configuration guidance than before, allowing you to centralize task-specific instructions within the block itself rather than dispersing them across multiple areas.
When an API (such as “Forward Call”) is added, it automatically includes:
Required system-level rules that must always be followed
Editable fields for configuration
Structured display guidance
When editing an API, a panel will appear on the right side of the dashboard. You can choose view and modify it either in JSON format or in a structured form view, depending on your preference.
Custom Actions
This is only visible to those with an Admin Role.
Custom Actions allow you to complete non-call-related actions through external APIs, such as pulling up a form or triggering a third-party integration. These provide extended flexibility beyond standard pre-built actions and enable deeper system connectivity where required.
Like pre-built blocks, a side panel will appear on the right to edit the action.
Lastly, at the bottom of the Dynamic Conversation Flow box, you will see a Change Log link. Clicking this allows you to view a history of updates made to the conversation flow, including when changes were made and what the previous version contained. This is helpful for tracking revisions or reviewing earlier configurations.
Tips for Setting Up Conversation Flows
Start with a clear objective: What action should the user take by the end of the flow?
Use consistent tone and language throughout the flow to reflect your brand voice.
Keep flows concise and avoid overwhelming the user with too many options.
Test both static and dynamic flows across devices to ensure smooth user experiences.
Use API integration when real-time data is needed, such as availability or pricing.
Conclusion
Conversation Flows are a powerful way to guide guest interactions with purpose, structure, and clarity. Whether you’re simplifying straightforward tasks or designing complex, multi-step experiences, Myma.ai provides the flexibility to tailor flows to virtually any scenario. Use this guide as your foundation for building AI-driven experiences that engage guests, deliver meaningful information, and drive conversions.
This updated structure creates a clear separation between conversational logic and operational actions, making dynamic flows easier to configure, scale, and manage over time.