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Flow builder guide

Triggers, nodes and best practices for no-code WhatsApp automation.

The flow builder lets you automate WhatsApp conversations on a visual canvas — drag nodes, connect them, publish. No code needed. If you have used tools like n8n, it will feel familiar.

How a flow works

  1. A trigger decides when the flow starts for a contact.
  2. The contact moves from node to node along the connections you draw.
  3. When a node waits for a reply, the flow pauses until the customer answers (or a timeout passes).
  4. The flow ends at an End node, or when it hands the chat to a human.

Only one flow runs for a contact at a time, and opted-out contacts never receive marketing messages from a flow.

Triggers

Trigger Starts when…
Keyword The customer sends a message that matches a word or phrase, e.g. RATE, PRICE, HI.
Template reply The customer taps a quick-reply button on one of your templates.
Any incoming message Any message arrives (useful for a welcome or after-hours flow).

Nodes reference

Node What it does
Send message Sends text (and optionally media) inside the 24-hour window. Can wait for the reply before moving on.
Send template Sends an approved template — works even when the window is closed.
Ask / buttons Asks a question with quick-reply options and waits for the customer's choice.
Condition Branches on what the customer said or tapped (exact match, contains, or anything else).
Delay Waits for a set time — minutes, hours or days — before continuing.
Add / remove tag Labels the contact, e.g. interested, store-visit, for later campaigns.
Set variable Saves a value from the conversation (name, city, budget) to use later in the flow.
Conversation status Opens, sets pending or closes the chat in the inbox.
Human handoff Stops automation and assigns the chat to your team in the inbox.
Go to Jumps to another node, e.g. back to the main menu.
End Finishes the flow for this contact.

Node names in your builder may differ slightly as we add new ones; hover over a node to see what it does.

Build your first flow: "gold rate" auto-reply

  1. Add a Keyword trigger with RATE.
  2. Connect a Send template node with your todays_gold_rate template that has the buttons Book visit and Call me.
  3. Add a Condition on the button tapped:
    • Book visit → Ask / buttons for a time slot → Add tag store-visit → Human handoff to Sales.
    • Call me → Human handoff to Sales.
    • No reply → Delay 1 day → Send template reminder → End.
  4. Click Publish. Test it by sending RATE from your own phone.

Tips

  • Keep it short. Three or four steps beat a long questionnaire.
  • Always offer a way to a human — customers get frustrated when stuck in a bot.
  • Use templates after delays of more than 24 hours, because the service window will have closed.
  • Save drafts while editing; customers only see the published version.

Need a hand? Our team can walk you through it.

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