Flow
Conversation Mode Flow lets you automate how conversations unfold, giving you more control over how you handle customers. You can build complex conversation flows based on the conditions you set.
Setting up a flow
Go to Settings
Open the Setting menu, then choose Flow.
Click Create Flow
In the Flow tab, click Create Flow to build a new flow.
The Start Point
You'll see a single card called Start Point, where your conversation flow begins.
Add conditions
Click the plus (+) button to add a new condition.
You can add as many conditions as you need.
Available conditions include:
First Message Text: checks whether the first message contains certain text. Enter the phrases you're looking for.
Use
|to separate several phrases. For example:hello | how are you | what products
First Message Time: checks whether the first message was sent within a certain time range. Enter the times you want.
Flow cards
Once you choose a condition, the system automatically creates two cards:
A condition card (for example, First Message Text)
An Else card (for when the condition isn't met)
Choose what happens next
After creating a condition, you can choose the next step:
Action:
Label Conversation: add a label to the conversation.
Add Collaborator: add a collaborator to the conversation.
Send Message: send an automatic message.
Jump to Action: jump to another action in the flow.
Condition: add another condition to create a branch.
⚠️ Note that conditions are prioritized from left to right, based on their position in the flow.
So if more than one condition is met, only the leftmost one runs first. Make sure your conditions are positioned to match the logic you want.
Message with Button: show a message with button options in WhatsApp.
End Flow > Assign to AI Agent: end the flow by assigning the conversation to an AI Agent. You can add more than one human agent too.
End Flow > Assign to Human Agent: end the flow by assigning the conversation to a human agent (you can choose more than one).
Extra features:
Assign by Team
Choose a Team you've already created.
When you choose a team, every human agent in it is added automatically, so you don't have to pick them one by one.
Adding a name or phone number to a message
To show a contact's name or phone number in an automatic message (such as Send Message or Message with Buttons), add these variables to the message:
{{contact.display_name}}→ replaced automatically with the contact's name{{contact.phone_number}}→ replaced automatically with the contact's WhatsApp number Example:
Skip Last AI Agent Response
When this is turned on, the AI Agent won't reply to the user's last message before the flow ends.
It's useful when you want to avoid an irrelevant automatic reply at the end of a flow.
Save the flow
When your flow is ready, click Save.
Turn on the flow for an inbox
Go to the Inbox page and choose the inbox you want to use the flow on.
At the top of the inbox page, click Flow.
In the Flow tab, under Select Flow, choose the flow you created, then click Update.
The flow is now active for that inbox.
What happens when a conversation is resolved
When a conversation is resolved and the customer messages again, the flow starts over from the beginning (the Start Point). This means an old conversation is treated as a new session and still follows the flow logic you've set up.