Choosing The Right Agent

Let’s help you decide between a Flow-Based AI Agent and a Conversational AI Agent, step by step.

🛤 Part 1: Quick Comparison

Feature / Use Case	Flow-Based AI Agent	Conversational AI Agent
Follows fixed flows/steps	✅	❌
Understands typed questions	❌ (unless Smart AI)	✅
Easy to control and predict	✅	❌
Handles unexpected questions	❌ (unless Smart AI)	✅
Great for forms/menus	✅	❌
Great for open-ended chat	❌	✅

🧭 Part 2: Ask These 4 Questions

✅ Q1: Do you want full control over every step the user takes?

• Yes → Use a Flow-Based AI Agent
• No → Use a Conversational AI Agent

Example: A leave request or appointment scheduler = Flow-Based

✅ Q2: Will users ask questions in their own words?

• Yes → Use a Conversational AI Agent
• No, just clicks and selections → Use a Flow-Based AI Agent

Example: “How can I cancel my plan?” → Conversational AI Agent

✅ Q3: Do you want the agent to sound human or chatty?

• Yes → Use a Conversational AI Agent
• No, quick info is enough → Use a Flow-Based AI Agent

Example: A product helpdesk that chats like a person = Conversational AI Agent

✅ Q4: Is the task structured and predictable?

• Yes → Use a Flow-Based AI Agent
• No, it varies by user → Use a Conversational AI Agent

Example: A feedback collector with fixed fields = Flow-Based

Part 3: Examples by Use Case

Use Case	Best Agent Type	Why?
Lead capture form	Flow-Based AI Agent	Fixed steps, easy flow
Customer support (FAQ)	Conversational AI Agent	Users ask in different ways
Onboarding steps	Flow-Based AI Agent	Clear, step-by-step flow
Mental health assistant	Conversational AI Agent	Needs to understand mood, context
Event registration	Flow-Based AI Agent	Structured data collection
Sales assistant with custom queries	Conversational AI Agent	Needs to answer unexpected questions

🔁 Part 4: What If You Want Both?

• Use a Flow-Based AI Agent + Smart AI Mode when:
• You want structure, but also want the agent to handle freeform questions.
• Great for flows where the user might go off-track but still needs help.

Example: A pricing flow where the user asks “Do you offer student discounts?” → AI answers → Then takes user back to the flow.

Quick Summary

If you want…	Use This Agent
Predictable flows, forms, selections	✅ Flow-Based AI Agent
Human-like chat that understands language	🛡 Conversational AI Agent
Both structure and smart flexibility	🌀 Flow-Based + Smart AI