Introduction to the chatbot flow builder

The flow builder is a visual canvas where you design automated WhatsApp conversations without writing code.

What is a flow?

A flow is a conversation blueprint. It defines:

• What messages to send
• What questions to ask
• How to respond based on customer input
• When to transfer to a human agent

Think of it like a flowchart — each box is a step, and arrows connect them.

The flow builder interface

Canvas

The main area where you build your flow. Drag nodes, connect them with lines, and arrange your conversation visually.

Node palette

On the left side, you'll find all available node types you can drag onto the canvas.

Properties panel

When you click a node, the right panel shows its settings (message text, conditions, etc.).

Toolbar

Top bar with: Save, Test/Simulate, Undo, Redo, Zoom controls.

Node types

How connections work

• Drag from a node's output port to another node's input port
• Some nodes have multiple outputs (e.g., Condition has "Yes" and "No" paths)
• Button nodes create one output per button option

Flow lifecycle

1. Draft — Building and editing
2. Active — Live and responding to customers
3. Paused — Temporarily disabled

Flows activate automatically when saved and a trigger is configured.

Best practices

1. Start simple — 3-5 nodes for your first flow
2. Always have an exit — Every path should end somewhere (message or transfer)
3. Use buttons — Easier for customers than typing
4. Test thoroughly — Use the simulator before going live
5. One flow per purpose — Don't try to handle everything in one flow

Examples of common flows

• Welcome flow — Greet new customers, offer menu options
• FAQ flow — Answer common questions with buttons
• Order tracking — Ask for order number, look up status
• Appointment booking — Collect date/time preferences
• Lead qualification — Ask qualifying questions, route to sales