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 its trigger and an on/off switch. 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.
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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