Creating your first chatbot flow

Build an automated conversation flow that responds to customers without any coding.

What is a chatbot flow?

A flow is a visual diagram of an automated conversation. It consists of:

• Nodes — Individual steps (send message, ask question, check condition)
• Connections — Lines connecting nodes that define the conversation path
• Triggers — What starts the flow (keyword, button click, etc.)

Step 1: Create a new flow

1. Go to Chatbot → Flows in the sidebar
2. Click "New Flow"
3. Enter a name (e.g., "Welcome Flow" or "FAQ Bot")
4. Click Create

Step 2: Add a trigger

Every flow starts with a trigger. The most common:

• Keyword trigger — Flow starts when customer sends a specific word (e.g., "hi", "menu", "help")
• Button click — Flow starts when customer clicks a button from a previous message

To add a keyword trigger:

1. Go to Chatbot → Keywords
2. Click "New Keyword"
3. Enter the keyword (e.g., "hello")
4. Select your flow
5. Save

Step 3: Add message nodes

1. In the flow builder canvas, click "+" to add a node
2. Select "Send Message"
3. Type your message:

   Hi there! 👋 Welcome to [Your Business].
   
   How can I help you today?
   

4. Optionally add buttons for the customer to choose:
   • "View Products"
   • "Track Order"
   • "Talk to Agent"

Step 4: Add branching logic

Based on the customer's button choice, route them to different paths:

1. Add a new node for each button option
2. Connect the button to the corresponding node
3. Each path can have its own messages, questions, and actions

Example flow:

Welcome Message
├── "View Products" → Send product catalog
├── "Track Order" → Ask for order number → Look up order → Send status
└── "Talk to Agent" → Transfer to human agent

Step 5: Test your flow

1. Click "Test" or "Simulate" in the flow builder
2. Walk through the conversation as if you were a customer
3. Verify each path works correctly
4. Fix any issues

Step 6: Activate the flow

1. Make sure your keyword trigger is set up
2. The flow is active as soon as it's saved
3. Send the trigger keyword from a test phone to verify

Node types available

Tips for great flows

1. Keep it short — 3-5 steps max before offering human help
2. Use buttons — Easier for customers than typing
3. Always offer an exit — "Talk to agent" option on every screen
4. Personalize — Use the customer's name when available
5. Test thoroughly — Walk through every possible path
6. Start simple — Build a basic flow first, then add complexity

Troubleshooting

"Flow not triggering" — Check that the keyword is set up correctly in Chatbot → Keywords. Keywords are case-insensitive.

"Customer stuck in flow" — Make sure every path has an endpoint (either a final message or agent transfer).

"Buttons not showing" — WhatsApp limits buttons to 3 per message. If you need more options, use a List message instead.