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Conversational Flows

What are Conversational Flows?​

Conversational Flows let you automate WhatsApp conversations. You design a flow once — with messages, menus, and logic — and it runs automatically whenever a customer sends a trigger keyword. Think of it as a chatbot that handles common questions and tasks without you needing to be online.

How to use it​

Viewing your flows​

  1. Go to Flows from the sidebar
  1. You will see all your flows with their name, status, and creation date
  2. Each flow has a status:
    • Draft — still being built, not active
    • Active — live and responding to trigger keywords
    • Archived — disabled and stored for reference

Creating a new flow​

  1. Click Create Flow on the Flows page
  2. Enter a flow name and optional description
  3. You will be taken to the Flow Builder — a visual drag-and-drop canvas
  4. Design your flow using nodes and connections (see Flow Builder Guide)
  5. Click Save to save as a draft

Publishing a flow​

  1. Open a draft flow
  2. Make sure all nodes are connected and configured
  3. Set your trigger keywords — the words that activate this flow when a customer sends them
  4. Click Publish to make the flow live

Archiving a flow​

  1. Open an active flow
  2. Click Archive to deactivate it
  3. Archived flows stop responding to messages but are saved for reference
  4. You can reactivate an archived flow later

Deleting a flow​

  1. On the Flows page, find the flow you want to delete
  2. Click the delete icon
  3. Confirm the deletion
caution

Deleting a flow is permanent. Archive flows instead if you might want to use them again later.

Tips & best practices​

  • Start with simple flows — a welcome message with a few menu options is a great first flow
  • Use specific trigger keywords to avoid conflicts between flows (e.g., "menu" instead of "hi")
  • Test your flow using the simulation feature before publishing (see Flow Builder Guide)
  • Keep flows focused on one task — a separate flow for "business hours", "pricing", and "order status" is better than one giant flow
  • Review your active flows regularly and update them when your business information changes

Frequently asked questions​

Can I have multiple active flows at the same time?​

Yes. You can have multiple flows active simultaneously. Each flow responds to its own trigger keywords.

What happens if two flows have the same trigger keyword?​

If multiple flows share a trigger keyword, the system will activate one of them. To avoid confusion, make sure each flow has unique trigger keywords.

Do flows work 24/7?​

Yes. Active flows respond to messages automatically at any time, even when you and your team are offline.

Can customers exit a flow?​

Flows are designed to guide customers through a conversation. If a customer sends a message that does not match any expected reply, the flow may end or redirect them.

Do I need technical knowledge to create flows?​

No. The flow builder uses a visual drag-and-drop interface. You can create flows by connecting blocks — no coding required.