WhatsAppPro and up
Flow steps
A flow is a trigger followed by steps. Some steps send something to the customer, such as text, media, a template or buttons. Others decide what happens next, such as a condition, a delay or a jump.
- Where
- Sales channel → WhatsApp → Flows
- Updated
Steps that send something
| Step | What it does | Notes |
|---|---|---|
| Send text | A plain WhatsApp message. | Use {{values}} such as {{store_name}}. |
| Send image | A photo with an optional caption. | Upload a file or paste a link. |
| Send video | A video with an optional caption. | Upload a file or paste a link. |
| Send audio | A voice note or audio clip. | Upload a file or paste a link. |
| Send document | A PDF or file. | Give it a File name such as menu.pdf. |
| Send catalogue | Your menu as a browsable card inside WhatsApp. | Needs the WhatsApp catalogue. |
| Send template | An approved template. | The only message that lands outside the 24-hour window. |
| Link button | A message with one button that opens a link. | Fields: Message, Button label, Link, for example {{order_link}}. |
| Questionnaire | A form inside WhatsApp with text boxes, checkboxes, radios and dates. | Answers appear under Responses. |
Steps that decide what happens next
| Step | What it does | Notes |
|---|---|---|
| Buttons | A message with tappable replies, each with its own branch. | At most 3 buttons, because WhatsApp allows no more. |
| Wait for reply | Pauses until the customer answers and keeps the answer. | Store the answer in a name, then use it as {{name}}. Expect: Any text, A number or An email. Add a Retry message (optional). |
| Condition | Branches on a value. The first matching rule wins and anything else takes Otherwise. | Operators: equals, contains, is empty, >, <. Leave the variable blank to test their reply. |
| Delay | Waits before the next step. | Seconds, minutes or hours, up to 24 hours. The customer does not need to reply. |
| Set variable | Stores a value to reuse later. | Variable name and Value. The value can use other values. |
| Jump | Continues from another step. | Choose it under Continue from. |
| End | Finishes the conversation. | Add a Closing message (optional) and an Opt-out button (optional). |
Good to knowAn End step with an opt-out button lets a customer stop a flow. After tapping it, the flow pauses for them for 1 day, 3 days, 1 week, 1 month or forever, as you choose. What happens next on each step picks the next step. Leave it as End the conversation here to stop there.
Questions
How do I send something outside the 24-hour window?
Use a Send template step. Branch with a Condition on window_open equals true, and send the template down the other branch. See The 24-hour window.
Can I search for a step?
Yes. The step list has a Find a step box.
Related
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