Scenarios

A scenario is the flow a conversation follows, from the first message to the AI or a human. Edit it in Scenario → Web (or Email for the email channel).

If you just want an AI that answers questions with a "talk to a human" option, you don't need to build anything. New workspaces start with a ready-made scenario:

Welcome message
  ├─ [Learn more…]          → AI step (answers from your knowledge base)
  └─ [Connect with support] → Handoff step

Step types

Any step can have a delay before it's sent (in seconds), to feel more natural.

Message, question, button and handoff steps can also show an image (PNG, JPG, GIF or WebP, up to 5 MB) right before their text, for example a screenshot of your product or a short GIF. Upload it or paste a URL, and add alt text for screen readers, an optional caption and an optional link that opens when the image is clicked.

Questions

Pick a question type to get a matching input in the widget and a validated answer:

If the answer doesn't match, the bot asks again. Set Message when the answer is invalid to choose what it says, for example in your visitors' language.

To keep an answer, enter a property key in Save answer to contact property, such as business_type. It appears on the contact in the inbox and is synced to your CRM. If the property doesn't exist yet, Chatisto creates it.

Buttons

Each button either goes to a step or opens a link in a new tab, for example your signup page, pricing or a booking calendar. A link button doesn't move the conversation, so the visitor can open it and still pick another option.

Conditions

A Condition step routes the conversation without sending anything. It checks its branches from the top and continues to the first one that matches. If none does, it goes to Otherwise, or continues normally when that's empty.

Each branch has one or more rules, and either all or any of them must match. A rule checks one of these:

Text comparisons ignore letter case. Is greater than and is less than compare numbers.

How the flow moves

The conversation starts at the starting step, marked on the canvas. To change it, use Set as starting item on another step.

After a step, the conversation continues to:

1. its Next step, if you set one;
2. otherwise its first child;
3. otherwise its next sibling.

Buttons always go to their own target step. A button without a target follows the same order as above, so make sure every button in a menu has one.

An AI step keeps the conversation until the visitor clicks one of its buttons, the AI hands off, or you set a next step (the next step takes over after the AI's first answer).

Show a different scenario on some pages

By default every chat starts with the live scenario. To start another scenario on specific pages, open it and click Pages, then enter one pattern per line:

* is the wildcard. Matching ignores letter case, and paths match with or without query parameters. When several scenarios match, the most specific pattern wins. The live scenario is the fallback for all other pages; page rules on the live scenario itself have no effect. The page is checked when the chat starts, so the conversation keeps its scenario while the visitor browses.

Languages

To show a scenario in your visitors' language, click Languages in the scenario editor. Pick the primary language your steps are written in and the languages you translate into. Each step then gets a language switcher where you translate its message, button labels, invalid-answer message and image texts.

Visitors get the language that matches their browser (de-AT matches de), otherwise the primary language. Anything you haven't translated falls back to the primary text. Button targets and links are shared across languages, so you only build the flow once. AI steps answer in the visitor's language automatically, and a Condition can branch on Visitor's language if you'd rather build separate paths.

AI step settings

In each AI step you choose what the AI may do: search the knowledge base, save emails, use skills, call custom tools and hand off to a human when it's unsure or the visitor asks for a person. Handoff also needs AI can hand off to a human turned on in the handoff settings.

Add buttons under AI answers to give visitors a way out, such as "Back to menu" or "Talk to a human". They appear under every AI answer, and visitors can still type to keep chatting with the AI.

The step's message is extra instructions for this part of the conversation. You can insert a visitor's earlier answer with [[stepId]], using the ID of the question step.

Recipes

Collect an email before the AI answers

Welcome message → Ask Question (Email): "What's your email, in case we get disconnected?" → AI step

Route by topic

Ask Question with Buttons: "What can we help with?"
  ├─ [Order status] → AI step with the order-lookup custom tool
  ├─ [Product questions] → AI step
  └─ [Talk to sales] → Call Operator

Let visitors leave the AI

Main menu (Ask Question with Buttons)
  └─ [Ask anything] → AI step
                        ├─ [Back to menu] → Main menu
                        ├─ [Book a demo]  → opens your booking link
                        └─ [Talk to a human] → Call Operator

Qualify a lead

Ask Question (Text): "What kind of business do you run?" → saved to business_type
  → Ask Question (Email): "Where can we send the details?"
  → Call Operator

Going live

Changes reach visitors immediately, so test with the widget preview in Settings → Client Settings after editing.

For bigger changes, use the Chatisto MCP server: describe the flow to Claude or ChatGPT, review it, and only then activate it as your live scenario.