Flows

A flow is a series of steps a customer goes through before reaching an agent: a welcome message, a "How can we help?" menu with buttons, a question for their order number, then a hand-off to the right team. It serves customers at any hour, and your agent arrives already knowing what is needed.

Before you start

• Flows are included in the Growth and Business plans, and in the "Automatic replies and automation" package. If you don't see Flows in the side menu, your plan does not include it.
• Flows are created and edited by administrators.

Start a flow

1. In the side menu, open Flows, then the Flows list.
2. Choose how to start:
   • From a template (1): the Flow templates page opens, grouped into New conversation, Sales and Support. Select Use template to get a draft whose texts you then edit.
   • New flow (2): start from scratch.

Set up the flow

1. Enter a Flow name (1), such as "Welcome and triage", and a Description if you like.
2. Under Inboxes (2), choose where the flow runs, such as your store's WhatsApp.
3. Under Starts (3), choose:
   • When a conversation starts: on every new conversation in those inboxes.
   • On a keyword: when the customer types one of the Keywords, such as "menu" or "help".
4. Under Limit per customer, set how many times one customer may go through it, or leave it Unlimited.
5. Under Idle timeout (minutes), set when a customer's message counts as a fresh start.
6. Select Create (4). The editor opens.

Add the steps

Every flow begins at the Start step. Select Add a step (1) under any step and pick its type:

• Messages: Message sends text and moves on; Menu gives buttons to pick from (up to 3 options show as WhatsApp buttons, up to 10 as a list); Question stores the answer in a variable.
• Logic: Condition branches on a value; Look up in a system calls a URL in your systems and stores the response.
• Actions: Label adds a label to the conversation; Attribute writes a contact attribute; Book an appointment offers free days and times and books.
• Endings: Hand off to the team, to a team or an agent; End the conversation; Hadir AI, so the AI assistant carries on.

Select any step to edit its text and options in the side panel (2). For a Menu or a Question, also write what is sent On an answer that matches nothing.

Try it, then publish

1. Select Save to save the draft.
2. Select Try it (3) and chat as if you were the customer. A trial sends nothing and books nothing.
3. Select Publish (4). You see "Flow published and live" and the status becomes Live.

Note: edits made after publishing only take effect when you select Publish again; until then the last published version runs. To stop a flow for a while, use Pause, and Turn on to bring it back.

The flows list shows each flow's sessions over 30 days, and lets you Duplicate or Delete a flow. To connect a bot you built yourself, see Bots.