Flows (chat menus and bots)
Build button-driven WhatsApp conversations such as welcome menus, FAQs, lead capture and bookings.
A Flow is a guided conversation. The customer taps buttons or picks from a list, and the flow sends the right answer or collects their details before a human steps in. Flows are in Beta.
Create a flow
- Go to Flows and click New flow.
- Start from a template or Create blank flow, and give it a name such as "Welcome menu".
- Set the trigger (see below).
- Add nodes on the canvas and connect them in order.
- Fix anything listed under issues, then Activate.
Triggers
- A message contains a keyword, for example "menu" or "hi". You can limit it to short messages. Longer messages go to the AI instead.
- Customer's first ever inbound message.
- Manual only, when you start it yourself.
Nodes
| Node | What it does |
|---|---|
| Send message | Sends text |
| Send buttons | Sends up to 3 buttons to tap |
| Send list | Sends a menu of options in sections |
| Send media | Sends an image, video or document |
| Collect input | Asks a question and saves the answer, such as name or order number |
| If / else | Goes different ways depending on a tag, a field or an answer |
| Tag contact | Adds or removes a tag |
| Book / Find / Cancel appointment | Lets the customer manage a booking. See Let customers book appointments |
| Handoff to agent | Passes the chat to your team |
| End | Finishes the flow |
Example: a welcome menu
- Trigger: keyword "menu".
- Send buttons: "Hi! How can we help?" with Prices, Opening hours, Talk to us.
- Prices → Send media (your price list PDF).
- Opening hours → Send message with your hours.
- Talk to us → Handoff to agent.
Check how it's running
Open the flow and view Runs to see the 50 most recent. Each run shows its status (Active, Completed, Handed off, Timed out or Paused by agent), the answers collected and each step.
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