Agents reason. Flows execute.
A flow chatbot follows a script you wrote. An agent reads the situation, retrieves what it needs, decides what to do, and acts. The difference is most visible when something unexpected happens.
A flow chatbot vs an agent.
Same question, completely different experience.
Customer: "Hi, I think my order's late."
Bot: "Please select from the menu below:"
→ Shows 5 buttons. None say "late order." Customer leaves.
Customer: "Hi, I think my order's late."
Agent: "Let me check. What's your order number or the email you used?"
→ Looks up order via WooCommerce. Finds it shipped 2 days ago. Provides tracking link.
What makes it an agent?
Three things that flow builders can't do:
Retrieval
Searches your knowledge base for the right answer to this specific question, in context.
Reasoning
Decides whether to answer directly, ask a clarifying question, use a tool, or escalate to a human.
Action
Calls tools — books appointments, looks up orders, captures leads — without you scripting every path.
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