Build a flow (your WhatsApp bot)
A flow is an automatic conversation on your WhatsApp number. It starts on a trigger, such as a keyword or an order status, then runs a list of steps: messages, buttons, questions, conditions and delays. You build it in Flows and test it before it goes live.
- Where
- Sales channel → WhatsApp → Flows
- Time
- 15 min
- Updated
Build a flow
Step 1: Press New flow
Open Sales channel → WhatsApp → Flows and press New flow. The list shows each flow with an on/off switch, a pencil to edit it and a bin to delete it. The tabs All, On and Off filter it.
Step 2: Name it and choose the trigger
Type a name at the top. The first step is the Trigger. Under Match choose what starts the flow, for example Exact keyword, then type the words. See Flow triggers.
Step 3: Add steps
Pick steps from Send something (text, image, template, link button and more) or Then decide (buttons, wait for reply, condition, delay and more). Select a step and press Edit step to change it. See Flow steps.
Step 4: Test, then save
Press Test to see what a customer would get. When it reads Ready to save, press Create flow. Use the switch at the top to turn the flow On or Off.
Change a flow's message text
Tap a flow in the list, or its pencil. You see what starts it under When, one box for each message, and beside them what the customer sees on WhatsApp, filled in with sample details. Each box is named for when that message goes out, such as On store closed. Change the words, tap a detail such as + Customer name to add it, then press Save.
For a flow that starts on a customer's message, you can also change what starts it: Customer says a word (and which words), First message ever or Any message. To change the steps or the timing, press Advanced. It needs a computer; on a phone it isn't available. In the full editor, press Simple to come back.
Flow settings and safety
| Setting | What it does |
|---|---|
| How often | Every time the trigger matches, Only once per customer, or Once per customer, then wait. The last one asks for Don't run again for (hours). |
| Stop keyword (optional) | If the customer sends this word, the flow ends at once. |
| Block list | Numbers on it cannot start any flow. See Opt-outs and the blocklist. |
| Responses | The answers customers gave through Questionnaire steps. |
| Turn all on / Turn all off | Switches every flow at once. |
Questions
Do I have to build flows from scratch?
What does “Read receipt and typing on greetings” do?
Related
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