Conversation Flows

Conversation Flows are visual chatbot builders that let you create automated WhatsApp conversations without code.

Overview

A conversation flow is a series of connected steps that guide a customer through an automated conversation. Flows can:

• Send messages (text, images, documents)
• Ask questions and collect responses
• Present interactive buttons and lists
• Branch based on customer choices
• Collect and store customer data
• Request admin approval before proceeding
• Hand off to live chat with a human agent

Flow Components

Message Step

Sends a message to the customer. Supports:

• Text - Plain text with variable substitution (, )
• Image - Image with optional caption
• Document - File attachment with caption
• CTA URL Button - Message with a clickable link button

Question Step

Asks the customer a question and collects their response:

• Open Text - Free-form text input
• Buttons - Up to 3 interactive buttons
• List - Scrollable list with sections and items

Responses are saved to a save_key that can be used as variables in later steps.

Condition Step

Branches the flow based on conditions:

• Compare collected data values
• Check if a field equals, contains, or matches a pattern
• Route to different steps based on the result

Admin Approval Step

Pauses the flow and sends a notification to the business owner:

• Email notification with collected customer data
• Dashboard notification in the notification bell
• Approval/rejection buttons with customizable actions
• Flow resumes based on the admin's decision

Live Chat Step

Transfers the conversation to a human agent:

• Pauses the automated flow
• Notifies the business owner via email and dashboard
• Customer messages go directly to the Inbox
• Agent can end the chat to resume the automated flow

Variable System

Flows support dynamic variables that reference collected data:

Hello {{name}}, thank you for choosing {{service}}.
Your appointment is on {{date}} at {{time}}.

Variables are populated from:

• save_key values from Question steps
• Session data stored during the flow
• Customer profile fields

Building a Flow

Step 1: Create a New Flow

1. Go to Conversation Flows in the dashboard
2. Click New Flow
3. Give it a name and description

Step 2: Design the Flow

Use the visual drag-and-drop builder to:

1. Add a Message step as the greeting
2. Add a Question step to collect information
3. Connect steps by dragging from output handles to input handles
4. Add Condition steps for branching logic
5. Add more steps as needed

Step 3: Assign to WhatsApp Account

1. Go to Settings > WhatsApp Accounts
2. Select the account
3. Assign the flow as the active conversation flow

Step 4: Publish

Click Publish to make the flow active. New customer messages will trigger the flow automatically.

Example: Order Inquiry Flow

Start
  ↓
"Welcome! How can I help you?" [Buttons]
  ├── "Track Order" → "Enter your order number" → Lookup → Show status
  ├── "New Order" → Product selection → Collect details → Admin approval
  └── "Talk to Agent" → Live chat handoff

Integration with API

Flows work alongside the API:

• Messages sent via API don't trigger flows (they're independent)
• Flows use the same WhatsApp account and message delivery system
• Customer data collected by flows is accessible via the CRM
• Admin approval notifications use the same notification system

Best Practices

• Keep flows simple - Long, complex flows have higher drop-off rates
• Use buttons over open text - Buttons guide the conversation and reduce errors
• Add a fallback - Handle unexpected inputs gracefully
• Test thoroughly - Send test messages to verify each path
• Use variable naming consistently - Use clear save_key names like customer_name, service_type