This article explains how to manage existing chat profiles in SmartAI, including profile settings, flow logic, testing, and deployment. Use it to make safe updates, confirm the candidate journey works as expected, and make sure data flows back into your ATS correctly.
⚠️ Important: You must have admin user rights to edit chat profiles or change the chat flow.
📌 Note: Your changes do not go live when you edit them. To publish updates, complete all three steps in order: Save, then Test this bot, then DEPLOY.
Edit Chat Profiles
Click the Settings icon in the top right corner of the screen, then select Chat Profiles.
On the Manage Profiles page, find the profile you want to review or update.
What You Can See on the Manage Profiles Page
You can identify the page by these interface elements:
A teal header bar at the top.
The page title Profiles.
A section called Manage Profiles.
A search bar labelled Search with Profile Name.
An Add Profile button in the top right corner.
A table listing all existing profiles.
The table includes these columns:
No.
Profile Name
Profile Type
Active
Action
You can also use the filter icons on Profile Type and Active to narrow the list.
Use the Actions on the Manage Profiles Page
Find the profile you want to manage in the list.
Use the action in that row that matches the task you want to complete.
Available Actions
Add Profile creates a new chat profile.
The Active toggle controls whether the profile is active.
Edit opens the profile settings, such as reminder timing, website link, invite source, and communication setup.
Try opens a preview so you can test how the chat behaves from the candidate’s point of view.
Edit Chat Flow opens the visual flow builder so you can change questions, messages, branches, and logic.
Clone creates a copy of an existing profile so you can make changes without editing the original profile first.
Update Profile Settings
On the Manage Profiles page, find the profile you want to update, then click Edit.
In the Edit Profile window, update the required fields.
Click Save to keep your changes.
Clone a Profile
On the Manage Profiles page, find the profile you want to copy, then click Clone.
Review the details in the Clone Profile window.
Save the cloned version when you are ready.
The Clone Profile window looks similar to Edit Profile, but it creates a new profile instead of updating the existing one.
The cloned profile name is automatically prefixed with Clone - [Profile Name].
Use cloning when you want to:
Test changes safely.
Build a variation of an existing profile.
Avoid changing a live profile until the new version is ready.
Preview a Profile
On the Manage Profiles page, find the profile you want to test, then click Try.
Review the conversation from the candidate’s point of view.
Confirm the questions, answer options, routing, and outcomes behave as expected.
Use the preview to check:
The wording of questions.
Answer choices.
Message flow.
Rejection paths.
Uploads, emails, and routing.
Testing is especially important after you add new branches or change outcomes.
Edit the Chat Flow
On the Manage Profiles page, find the profile you want to update, then click Edit Chat Flow.
Review the flow builder before making changes.
What You Can See on the Chat Flow Screen
You can identify this screen by these interface elements:
The profile name is in the top left area.
A search bar at the top centre.
Save, Test this bot, and DEPLOY in the top right corner.
A trash icon in the top right corner.
A dotted grid canvas.
Connected nodes that represent the chat flow.
Connection points, plus (+) buttons, and X icons for removing joins.
What This Screen Is Used For
Use the flow builder to:
Add new questions.
Change existing wording.
Update answer options.
Connect branches.
Route to other profiles or nodes.
Trigger emails or SMS messages.
Collect documents.
Add API or service logic.
Reject or progress candidates.
Control how data is recorded back into the ATS.
Add a New Block to the Chat Flow
Find the point in the flow where you want the new block to appear.
Remove the existing joining line if needed by clicking the X on the line connection.
Click the plus (+) icon, then select the block type you want to add.
Configure the block in the right-hand panel.
Reconnect the flow by dragging from the plus (+) point to the next block.
⚠️ Important: Always reconnect the flow after adding a block. If any chain is missing, the profile will fail validation, and SmartAI will stop you from deploying it.
Block Types Available from the Plus Menu
The screenshots show these block types in the add menu:
Send Message.
Ask a Text Question.
Ask a Choice Question.
Card View.
Collect Document.
Email or SMS.
Go to Profile.
Go to Node.
End Chat.
Code Block.
Service Call.
Conditional Block.
Understand Chat Flow Blocks
Send Message
Use Send Message when you want the bot to display a fixed message and then continue.
This is useful for simple statements such as confirmation messages, progress updates, or next step instructions.
You can use this block to:
Enter the message text in the right-hand panel.
Place it between questions.
Use it after a choice outcome.
Explain what happens next.
📌 Note: This block sends a message only. It does not wait for a candidate's response.
Ask a Text Question
Use Ask a Text Question when the candidate needs to type an answer.
This block can include:
Show this message.
Response type.
Add an input suggestion for the expected response.
Add a validation message.
Select ATS Field.
Save the response in this variable.
You can set the response type to match the expected input, such as text, number, date, email, or advanced validated input.
Use Add input suggestion for the expected response to give the candidate a prompt example.
Use Add a validation message when you need to control the format of the response more strictly.
Use Select ATS Field to map the answer into an ATS field.
📌 Note: Some ATS mappings require an ID value instead of plain text. If this happens, contact SmartAI support.
Use Save response in this variable to store the answer under a short, clear internal label such as experience, availability, or work rights. You will have the option to enable it to be shown in the chat summary or not.
⚠️ Important: If you update an existing question, always review the variable. If the question changes but the variable keeps the old label, the summary note may become confusing.
Ask a Choice Question
Use Ask a Choice Question when the candidate should choose from predefined answers.
This block can include:
Show message.
Answer choices.
+ Choice.
Enable the multiselect option.
Select ATS Field.
Save response in this variable.
Use this block when you want to:
Standardise answers.
Branch the flow.
Reject or progress candidates.
Make screening logic easier to manage.
Clicking on the three dots on the right-hand side, it will allow you to change the outcome for this question.
For example, if the role requires a driver’s licence, you can create Yes and No choices, then route each answer to a different outcome.
⚠️ Important: If you reject a candidate in the flow, do not stop at the rejection message alone. Connect that path to the correct Go to complete chat node, or another existing completion node in the profile, so the chat ends correctly and the ATS updates as expected.
Always set a clear variable such as drivers_license, availability, or own_transport so the answer appears clearly in summary notes and review screens.
Card View
Use Card View when you want to show a visual card with a link.
This is useful when you want the candidate to open a related page, such as:
A job search page.
An information page.
An onboarding page.
A policy or requirement page.
A card can include an image, a title or message, and a URL.
Collect Document
Use Collect Document when you want the candidate to upload a file in the chat.
This block can include:
Show message.
Selectable file types such as .jpg, .png, .pdf, .doc, and .docx.
Add input suggestion.
Add a validation message.
Document Type.
Save the response in this variable.
Use this block when you need the candidate to upload items such as a resume, licence, passport, or work rights document.
📌 Note: Choose only the file types you want to allow, map the upload to the correct Document Type, and save the response in a clear variable such as resume, license, passport, or work_rights_doc.
Email or SMS
Use Email or SMS when SmartAI needs to send a message in the background.
This block can include:
Select message type.
To.
Add subject for the email.
Email body.
Attachments for email.
Use this block for communication such as visa information, interview details, onboarding instructions, forms, or supporting documents.
📌 Note: The candidate does not see this block in the live chat. It runs in the background.
🤓 Tip: After an Email or SMS block, add a visible Send Message block so the candidate knows what happened.
Go to Profile
Use Go to Profile when you want to route the conversation into another profile.
This is useful when:
One flow needs to hand over to another.
Different candidate journeys are split by role or process.
You want to reuse another existing profile.
Go to Node
Use Go to Node when you want to jump to another action block within the same flow.
This is useful when you want to:
Skip blocks.
Rejoin an existing section.
Avoid duplicating steps.
Control the route more cleanly.
The dropdown can show existing action blocks such as Send Email or SMS 1, Collect Document 1, Availability message, or Availability to work?
End Chat
Use End Chat when the conversation should stop at that point.
This is useful for:
Clean endings.
Completed flows.
Rejection paths.
Final instructions.
📌 Note: In many screening flows, you may still need to connect the path to the correct completion or end node already built into the profile so the ATS update happens properly.
Code Block
Use Code Block for advanced technical logic.
This block can include:
A code area
Save the response in this variable.
Use this block only if you understand the intended logic and impact.
⚠️ Important: Do not remove or change a Code Block unless you know exactly what it is doing.
🤓 Tip: To expand the code area, click on the expand icon.
Service Call
Use Service Call when the flow needs to call another system through an API.
This block can include:
Type with GET or POST.
Request URL.
Request headers.
Request body.
Save response in this variable.
Use this block for advanced integrations where SmartAI needs to send data, retrieve information, trigger external processing, or use returned values later in the flow.
⚠️ Important: This is an advanced integration block. Editing it incorrectly can break the flow.
Conditional Block
Use Conditional Block when the chat should branch based on logic or conditions.
This is typically used when the next step depends on:
A previous answer.
A variable.
A service call result.
A role specific rule.
⚠️ Important: Update this block carefully and test it thoroughly before you deploy any changes.
Move or Delete Blocks
Move Blocks
Hold Shift on your keyboard.
Draw a box around the blocks you want to move.
Drag the selected blocks together to a new position.
This is faster than moving each node one at a time.
Delete a Block
Click the block you want to remove.
Click the trash icon.
Confirm the deletion if the system prompts you.
⚠️ Important: Be especially careful with technical or system blocks such as Code Block, Service Call, and other crucial grey nodes. If you delete them, the flow may stop working correctly.
Understand the Risk of Deleting Code Block or Service Call
Deleting a Code Block or Service Call can remove critical logic from the chat.
This may affect:
ATS updates.
Integrations.
Calculations.
Hidden automation.
Routing logic.
Data returned from another system.
📌 Note: Only delete these blocks if you are certain they are no longer needed and you understand what they do.
Do Not Use the Top Right Trash Icon Unless You Mean to Delete the Whole Flow
⚠️ Important: The trash icon in the top right corner of the Chat Flow screen can delete the entire chat flow. It does not delete only the most recent change or a single block.
Only use this icon if you intentionally want to remove the full flow.
Save, Test, and Deploy Changes
Click Save after you finish your edits.
Click Test this bot.
Run through the flow in the test window and confirm the experience behaves as expected.
Click DEPLOY when you are satisfied with the result.
This three-step process is required before your changes go live.
Identify Key Screens
Manage Profiles Page
Look for these visual cues:
A teal top header.
The page title Profiles.
The section title Manage Profiles.
The search bar Search with Profile Name.
A table with the columns No., Profile Name, Profile Type, Active, and Action.
Action buttons such as Edit, Try, Edit Chat Flow, and Clone.
The Add Profile button in the top right corner.
Edit Profile or Clone Profile Window
Look for these visual cues:
The popup title Edit Profile or Clone Profile.
Fields such as Profile Name, Reminder Time, No Of Reminders, Reminder Interval (Days), Chat Window Website Link, Chat Window Image URL, Invite for Onboarded when Shortlisted, and Onboarded Form.
The bottom buttons Invite source, Options, and Save.
Chat Flow Builder
Look for these visual cues:
The profile name near the top left corner.
A dotted canvas background.
Connected message and question nodes.
The buttons Save, Test this bot, and DEPLOY in the top right corner.
The top right trash icon.
Plus (+) icons for adding blocks.
X icons for removing joins.
Best Practices
Clone a live profile before making large changes so you can test safely without affecting the original version.
Set a clear value in Save response in this variable for every new question or document block.
Review existing variable names when you change question wording so summary notes stay accurate.
Reconnect every path after you add, move, or remove a block.
Always complete Save, Test this bot, and DEPLOY before you expect changes to go live.
FAQs
Q1: Why can’t I edit a chat profile?
Answer: You need admin user rights to edit chat profiles or change the chat flow.
Q2: What does 'Try' do?
Answer: 'Try' opens a preview so you can test the bot journey before deploying changes.
Q3: Why won’t SmartAI let me deploy the profile?
Answer: SmartAI validates the flow before deployment. If any chains are missing or blocks are not connected correctly, deployment is blocked.
Q4: Why is the variable field so important?
Answer: The variable controls how the answer is labelled in summary notes and other review screens. Without it, recruiters may see unclear or incorrect summaries.
Q5: What happens if I change a question but forget to update the variable?
Answer: The candidate sees the new question, but the internal summary may still use the old label, which can make the result confusing.
Q6: What happens if I reject a candidate but do not connect the flow to a complete chat node?
Answer: The candidate may continue through the chat, and the ATS may not update correctly.
Q7: Will the candidate see Email or SMS blocks in the chat?
Answer: No. These blocks run in the background. The candidate sees only visible chat messages.
Q8: Can I safely delete a Code Block or Service Call?
Answer: Only if you fully understand what the block does. These blocks may be critical to the flow and can trigger warning messages if removed.
Q9: What happens if I click the trash icon in the top right corner of the flow builder
Answer: It can delete the entire chat flow, not just one block or one recent change.