Live Bots 365 assistants can operate in different modes depending on the complexity and structure of the conversation you need. Choosing the right mode for your use case is an important early decision in your assistant configuration.
Conversational Mode
Conversational mode is the default and most flexible mode. In this mode, the assistant uses its system prompt and AI reasoning to handle the conversation dynamically. It can respond to unexpected questions, adapt its tone based on the caller's responses, and navigate complex multi-turn dialogues without following a rigid script.
This mode is best suited for customer service, lead qualification, FAQ handling, and any scenario where callers may ask unpredictable questions.
Flow Mode
Flow mode uses the visual Flow Builder to define a structured conversation path with nodes, branches, and defined outcomes. The assistant follows the flow you design, moving from step to step based on caller input. Branching logic allows the conversation to take different paths depending on what the caller says or selects.
Flow mode is ideal for highly structured interactions such as appointment booking sequences, intake forms, surveys, and compliance-sensitive scripts where you need precise control over what the assistant says at each step.
| Feature | Conversational Mode | Flow Mode |
|---|---|---|
| Setup complexity | Low — write a prompt | Medium — design a flow |
| Flexibility | High — handles unexpected input | Structured — follows defined paths |
| Best for | Customer service, Q&A, lead qual | Booking, surveys, intake forms |
| Customization | Prompt-based | Visual node editor |
| Predictability | AI-driven | Deterministic |
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