Chatbot Flows
What are Chatbot Flows?
Chatbot Flows are automated conversation blueprints that let you build step-by-step conversations across WhatsApp, Facebook Messenger, and Instagram — without writing any code. When a customer sends a message, clicks a button, comments on a post, or triggers a specific event, the flow takes over and guides the conversation automatically.
Think of it like a conversation roadmap — you decide what happens at every step: what to say, what to ask, and where to go next based on the customer's response. Each flow is created for a specific channel, and the available nodes and triggers adapt to that channel. Once set up, the flow runs 24/7 without any manual effort.
2. Look at the left sidebar — expand the "Automation" parent menu
3. Click on "Chatbot Flows" under Automation
4. Capture the sidebar showing Automation → Chatbot Flows highlighted
Save to:
static/img/screenshots/chatbot-flows/overview/chatbot-flows-sidebar.pngWhy use Chatbot Flows?
| Use case | Example |
|---|---|
| Instant replies | Automatically respond when a customer sends "Hi" or "Help" |
| 24/7 support | Answer common questions even outside business hours |
| Lead qualification | Ask questions, collect details, and assign leads to your team |
| Order lookup | Let customers check their order status by entering an order number |
| Appointment booking | Guide customers through scheduling via interactive menus |
| Product recommendations | Show products based on customer preferences using menus and buttons |
| Feedback collection | Ask customers to rate their experience after a purchase |
| Comment automation | Auto-reply to comments on your Facebook and Instagram posts |
| Ad response | Greet customers who click your Click-to-WhatsApp ads |
How it works
1. A customer triggers the flow
(sends a keyword, clicks a button, comments on a post, or via a webhook)
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2. The flow sends a message or asks a question
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3. The customer responds
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4. The flow processes the response and decides the next step
(send another message, check a condition, call an external system, etc.)
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5. Steps repeat until the flow reaches an End node
How to get there
- Log in to the portal
- In the left sidebar, click Automation
- Click Chatbot Flows
2. Capture the full page showing the header with action buttons and the flow list
Save to:
static/img/screenshots/chatbot-flows/overview/chatbot-flows-page.pngKey features
- Multi-channel — Build flows for WhatsApp, Facebook Messenger, or Instagram — each flow is channel-specific
- Visual flow builder — Drag-and-drop canvas to design conversations
- Multiple trigger types — Start flows via keywords, button clicks, post comments, webhooks, ad clicks, or manually
- Rich message types — Send text, media, interactive buttons, list menus, carousels, product messages, and WhatsApp Flows
- Channel-aware nodes — The builder shows only the nodes available for your flow's channel (e.g., Carousel for Messenger/Instagram, SPM/MPM for WhatsApp)
- Smart branching — Route conversations based on customer responses, conditions, or external data
- Variables — Collect and use customer data throughout the conversation
- External integrations — Call external systems to fetch or update data
- Contact management — Assign agents, tags, groups, and update contact details automatically
- Script blocks — Run custom calculations and data transformations
- Version history — Every save creates a new version you can roll back to
- Execution logs — See exactly what happened in every flow run, node by node
- Test before going live — Trigger flows manually to test them with specific contacts
Channel-specific features
Each flow is created for a specific channel. The builder adapts to show only the nodes and triggers relevant to that channel:
| Feature | Messenger | ||
|---|---|---|---|
| Text Message | Yes | Yes | Yes |
| Media Message | Yes | Yes | Yes |
| Interactive Buttons | Yes | Yes | Yes |
| Question | Yes | Yes | Yes |
| List Menu | Yes | — | — |
| Template Message | Yes | — | — |
| SPM / MPM | Yes | — | — |
| WhatsApp Flow | Yes | — | — |
| Carousel | — | Yes | Yes |
| Reply Comment | — | Yes | Yes |
| Post Comment trigger | — | Yes | Yes |
| Order Received trigger | Yes | — | — |
| WA Flow Submitted trigger | Yes | — | — |
| Ad Click (CCTWA) trigger | Yes | — | — |
| New Lead (Facebook Lead Ad) trigger | Yes | — | — |
When you create a flow for Messenger or Instagram, WhatsApp-only nodes (Template, SPM, MPM, WhatsApp Flow, List Menu) are hidden from the builder. Similarly, Carousel and Reply Comment are only available for Messenger and Instagram flows.
Who uses Chatbot Flows?
| Role | What they do |
|---|---|
| Admins | Create and manage flows, review logs, configure triggers |
| Managers | Monitor flow performance, design conversation strategies |
| Agents | View flow logs, trigger manual flows for specific contacts |
Make sure you have the necessary permissions to access Chatbot Flows. If you don't see the option in the sidebar, contact your administrator.