Chat Flows
Bots on WhatsApp: when they start, when they stop, reminders, ads, sources and the records they create.
Bots on WhatsApp: when they start, when they stop, reminders, ads, sources and the records they create.
How do I make the WhatsApp bot stop when a colleague replies?
It stops on its own: every flow has "Stop when a colleague replies" on by default, in Flow settings under Handover.
The bot started when a customer only replied to a message we sent. How do I avoid that?
Keep "Flows do not start on a reply to your team" on (default): a reply within 72 hours of a human message is not a new conversation.
How do I make the bot write only to new customers, not to people we already talk to?
Turn on "Only customers who never wrote to you before" on the Start card; "new" means the number never exchanged a message with any of your numbers.
Can I start a different flow for each Meta ad?
Yes: pick "From a specific ad" on the Start card and list the ad ids; several flows can share one number, the most specific one wins.
Can the bot send a reminder if the customer does not reply, and close after that?
Yes: "If no reply" in Flow settings or on a question sets a reminder after X minutes, an optional closing message after Y more, then the run closes.
How do I insert a step between two steps that are already connected?
Hover the line between the two steps and press the "+" that appears; the new step is wired in automatically.
My flow has 200 steps. How do I find one?
Press Ctrl+F in the editor and type a word from the step's title or text; the canvas jumps to it and its connections light up.
Can a flow look something up in an external system through an API?
Yes, with the "HTTP request" step: any REST endpoint, variables in the URL, headers and body, and JSON fields mapped back into flow variables.
Can I rotate new conversations among a group of employees?
Yes: the "Assign to" step has a rotation mode over an ordered list of up to 50 employees; each step keeps its own counter.
The general flow greeted the customer again right after another flow handed them to a person. Why, and how do I stop it?
An "Any message" flow no longer starts while any flow on that number ended in the last 72 hours; the fix is built in, nothing to configure.
Leads created by the bot get the wrong source. Can I choose it?
Yes: the "Source" selector on the Start card sets the CRM source of every record the flow creates; without a choice, the Open Channel's source applies.
The flow creates a new lead although the customer already has an open deal. Can it attach to the existing one?
It does: a lead flow binds to the contact's open deal, else its open lead, else an open lead holding the number, and creates a lead only when none exists.