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Communication — communication steps
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  3. Communication — communication steps

Communication — communication steps

The Communication category is the steps that talk to the lead . This is the main communication layer: sending prepared messages, AI replies, semantic routing, and delayed push messages for nurturing.

Updated September 2, 20264 min
The Communication category is the steps that talk to the lead. This is the main communication layer: sending prepared messages, AI replies, semantic routing, and delayed push messages for nurturing. Most steps in any flow are from this category. The other families ( Changes — data changes, Terms — transition management, Tracking — sending events externally, Additional — auxiliary steps) serve the logic around this communication.
Communication is the bot’s “face” for the lead. This is where everything the lead sees in Telegram lives: text, media, buttons. The conversion rate and the tone of the dialogue depend on the quality of these steps. Changes here are sensitive: change the wording of the greeting, and drop-off at the first touch changes. Add AI Reply instead of prepared text, and the texture of the conversation changes from robotic to “alive”.
When to use which step
Send message — for prepared texts (greeting, instruction, link, fixed response). AI Reply — for smart replies to the lead’s message (dialogue, qualification, answers to product questions). AI Routings — for branching by the meaning of the reply (user intent, consent/objection, country, language). Push Messages — for nurturing silent leads in a standard funnel. Custom Push — a separate step with pushes on the waiting status (when you want controlled nurturing touches, not global ones).


5 steps in the category

Send message — sending a prepared message
The Send message step is the most basic flow step. It sends predefined content: text, an image, a document, a voice message, a video note, buttons. Unlike AI Reply, there is no AI here and no generati
AI Reply — smart replies via AI
The AI Reply step is the main step for communicating via AI. In this step, the bot generates a response using a neural network, taking into account the lead’s message, the conversation context, flow-l
AI Routings — semantic routing
The AI Routings step is fuzzy routing. It is connected after AI Reply and routes the lead to different next steps depending on the meaning of their reply. Conditions are described in natural language;
Push Messages — Re-engaging Silent Users
Push messages are delayed messages that are sent if a lead does not respond at the current step. This is a nurturing tool: the first reminder after 10 minutes, the second after an hour, the third the
Custom Push — a separate step for push notifications
The Custom Push step is a dedicated step for sending pushes. Unlike the pushes built into Send message and AI Reply, Custom Push is a separate step in the flow that does nothing except send a sequence
—Send Message — sending prepared text, media, files, and inline buttons. Does not require AI, does not cost tokens, and runs instantly. The basic step for any fixed message: greeting, instruction, affiliate link, disclaimer.
—AI Reply — a dynamic response from AI based on the lead’s message. Takes into account AI Settings — Bot Personality(the bot’s personality) + the dialogue history + the step settings (Goal, Requirements, Reply Addition). Uses tokens for each call.
—AI Routings — semantic routing after AI Reply. Analyzes the lead’s response and selects a branch: “agreement”, “refusal”, “price question”, “irrelevant”. Does not send messages; only changes the route.
—Push Messages — global flow-level pushes for nurturing silent leads. Run outside the funnel, but within the flow.
—Custom Push — a separate step with local pushes at a specific point in the funnel. Used when you need controlled nurturing touches at certain stages, not global ones.


Send Message vs AI Reply vs Push

Three key communication classes that are often confused. The main differences:
Property
Send Message
AI Reply
Push Messages
What it sends
Prepared text
AI generates based on context
Prepared text with a delay
Costs tokens
No
Yes (on every call)
No
When it triggers
Immediately when the step is reached
After a message from the lead
After N hours of silence
Typical use case
Greeting, link, disclaimer
Answering a question, qualification
Nurturing after 24/72 hours


Use cases by segment

Communication steps are equally applicable across all segments, but the layout differs. A few real-world examples:
—Forex/crypto arbitrage: Send Message (greeting + affiliate link) → AI Reply (qualification by interest) → AI Routings (agreement/refusal) → Send Message (registration instructions) → Push Messages (if silent for 24 hours).
—E-commerce: AI Reply (greeting, question about the need) → AI Routings (whether there is a specific product) → Send Message (product card + buttons) → Custom Push (if they did not place an order within 1 hour).
—SaaS support: AI Reply (diagnostics, answers based on the docs) → AI Routings (resolved / operator needed) → Operator step (if escalation is needed) or Send Message (if resolved).
—Info business: Send Message (greeting + free material) → AI Reply (interest qualification) → AI Routings (ready to buy / still thinking) → Send Message (payment by link) or Push Messages (delayed nurturing).


FAQ

Depends on the model and context length (dialog history + AI Settings + step prompt). AI Reply is the main consumer of the AI budget. To optimize, AI Models — Complete Guide to AI Models in Chatterfy (change the model to a lighter one) and shorten AI Settings — Bot Personality (a shorter Global Legend = fewer tokens for each response). For details on billing, see Resource Usage.

AI Routings — fuzzy routing by the meaning of the lead's response (agreement, refusal, question about price). Condition — exact routing by field and tag values (tag exists = go left, deposit greater than 100 = go right). See Condition — conditional branching for comparison details. If you need to understand the lead's live reaction — AI Routings. If you already have exact data in the card — Condition.

No, AI Reply sends text only. If you need media, set Send Message with media as the next step. A common combination is: AI Reply gives a detailed answer to the question → Send Message with one image / document related to the answer.

No, AI Reply is triggered only when the lead has sent a message. If you want to warm up a silent lead, use Push Messages or Custom Push. You can combine them: AI Reply waits for a reply, and in parallel, after 24 hours, a Push with a reminder is sent. If the lead replies, the dialogue continues through AI Reply. If not, Push continues its sequence.

For AI Reply, enable Finish Status = Waiting + Skip the transition to next step. The bot will send the message, change the chat status to waiting, and will not proceed until the lead replies. For details, see How to make the bot wait for a lead's reply.


Section articles

AI Reply — smart replies via AI
The AI Reply step is the main step for communicating via AI. In this step, the bot generates a response using a neural network, taking into account the lead’s message, the conversation context, flow-l
AI Routings — semantic routing
The AI Routings step is fuzzy routing. It is connected after AI Reply and routes the lead to different next steps depending on the meaning of their reply. Conditions are described in natural language;
Custom Push — a separate step for push notifications
The Custom Push step is a dedicated step for sending pushes. Unlike the pushes built into Send message and AI Reply, Custom Push is a separate step in the flow that does nothing except send a sequence
Push Messages — Re-engaging Silent Users
Push messages are delayed messages that are sent if a lead does not respond at the current step. This is a nurturing tool: the first reminder after 10 minutes, the second after an hour, the third the
Send message — sending a prepared message
The Send message step is the most basic flow step. It sends predefined content: text, an image, a document, a voice message, a video note, buttons. Unlike AI Reply, there is no AI here and no generati


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On this page

  • 5 steps in the category
  • Send Message vs AI Reply vs Push
  • Use cases by segment
  • FAQ
  • Section articles
  • Related