Flows & routing

Flow library

In Flows, you manage multiple flows per team. A few rules matter operationally:

• you must explicitly pick a Default flow
• a default flow cannot be deleted
• Canvas routing can only be enabled when the default flow is enabled

Canvas routing (team-level)

The Route team via Canvas Flows toggle controls whether incoming requests use:

• Canvas routing (default flow in Canvas)
• Legacy routing

Calypso uses guardrails to prevent enabling Canvas routing without an enabled default flow.

Inbox handoff

An Inbox handoff step routes a conversation into Inbox so a human can take over. Some team settings only matter when:

• Canvas routing is enabled
• the default flow is enabled
• the default flow contains an Inbox handoff node

Hours behavior

Flows exposes hours controls that affect how routing behaves:

• Bot hours gate: outside configured hours, the bot can send an off-hours message and skip flow execution
• Post-handoff hours messaging: sends an hours message after an Inbox handoff, once the conversation is visible in Inbox