Use Cases

This page presents complete chatbot flow designs for common business scenarios. Each includes a flow diagram, node list, and expected business impact.

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1. Customer Support FAQ Bot

Goal: Automatically answer common questions 24/7 so customers get instant help.

Trigger: Keyword — help, support, faq, menu

Flow diagram

┌─────────────┐
│  TRIGGER     │
│  Keywords:   │
│  help, faq   │
└──────┬──────┘
       ▼
┌─────────────┐
│  LIST MENU   │
│  "How can we │
│   help?"     │
│              │
│ ▸ Shipping   │
│ ▸ Returns    │
│ ▸ Payments   │
│ ▸ Hours      │
│ ▸ Agent      │
└──┬──┬──┬──┬─┘
   │  │  │  │
   ▼  ▼  ▼  ▼
 (Each row leads to a Text Message with the answer)
       │
       ▼
┌─────────────┐
│  BUTTONS     │
│ "Was this    │
│  helpful?"   │
│ [Yes] [No]   │
└──┬──────┬───┘
   │      │
   ▼      ▼
 Thank   Connect
 you!    to agent

Nodes used

• 1 Trigger (Keyword)
• 1 List Menu (5 options)
• 5 Text Messages (answers)
• 1 Interactive Buttons (feedback)
• 1 Contact & Lead (assign agent for "No" path)
• 2 End nodes

Business impact

• Reduces agent workload by handling repetitive questions
• Customers get instant answers instead of waiting
• Available 24/7

---

2. Lead Qualification Bot

Goal: Collect lead information and qualify prospects before assigning to sales.

Trigger: Keyword — interested, pricing, demo

Flow diagram

┌─────────────┐
│  TRIGGER     │
└──────┬──────┘
       ▼
┌─────────────┐
│  QUESTION    │
│ "What's your │
│  company?"   │
│ → company    │
└──────┬──────┘
       ▼
┌─────────────┐
│  QUESTION    │
│ "Your budget │
│  range?"     │
│ → budget     │
└──────┬──────┘
       ▼
┌─────────────┐
│  QUESTION    │
│ "Your email?"│
│ → email      │
│ (validated)  │
└──────┬──────┘
       ▼
┌─────────────┐         ┌──────────────┐
│  CONDITION   │─ TRUE ─▶│ HOT LEAD     │
│  budget >    │         │ Tag: Hot Lead │
│  50000       │         │ Assign Agent  │
└──────┬──────┘         └──────────────┘
       │ FALSE
       ▼
┌─────────────┐
│ WARM LEAD    │
│ Tag: Warm    │
│ Add to Group │
└─────────────┘

Nodes used

• 1 Trigger (Keyword)
• 3 Questions (company, budget, email)
• 1 Condition (budget check)
• 2 Contact & Lead actions (tag + assign)
• 1 HTTP Call (optional: send to CRM)
• 2 End nodes

Business impact

• Automates lead collection and qualification
• Sales team only gets pre-qualified leads
• Data goes directly into your system

---

3. Appointment Booking Bot

Goal: Let customers book appointments through a guided conversation.

Trigger: Keyword — book, appointment, schedule

Flow diagram

┌─────────────┐
│  TRIGGER     │
└──────┬──────┘
       ▼
┌─────────────┐
│  LIST MENU   │
│ "Select a    │
│  service"    │
│ ▸ Consultation│
│ ▸ Check-up   │
│ ▸ Follow-up  │
└──────┬──────┘
       ▼
┌─────────────┐
│  QUESTION    │
│ "Preferred   │
│  date?"      │
│ → date       │
└──────┬──────┘
       ▼
┌─────────────┐
│  QUESTION    │
│ "Preferred   │
│  time?"      │
│ → time       │
└──────┬──────┘
       ▼
┌─────────────┐
│  QUESTION    │
│ "Your name?" │
│ → name       │
└──────┬──────┘
       ▼
┌─────────────┐
│  HTTP CALL   │
│ POST booking │
│ to your API  │
└──────┬──────┘
       ▼
┌─────────────┐
│  MESSAGE     │
│ "Booked!     │
│  {{service}} │
│  on {{date}} │
│  at {{time}}"│
└──────┬──────┘
       ▼
┌─────────────┐
│    END       │
└─────────────┘

Nodes used

• 1 Trigger (Keyword)
• 1 List Menu (service selection)
• 3 Questions (date, time, name)
• 1 HTTP Call (create booking)
• 1 Text Message (confirmation)
• 1 End node

Business impact

• Customers can book 24/7 without calling
• Reduces no-shows with instant confirmation
• Booking data flows directly to your system

---

4. Order Status Tracker

Goal: Let customers check their order status by entering an order number.

Trigger: Keyword — order, track, status

Flow diagram

┌─────────────┐
│  TRIGGER     │
└──────┬──────┘
       ▼
┌─────────────┐
│  QUESTION    │
│ "Enter your  │
│  order       │
│  number"     │
│ → order_id   │
└──────┬──────┘
       ▼
┌─────────────┐
│  HTTP CALL   │
│ GET /orders/ │
│ {{order_id}} │
│ → status,    │
│   tracking   │
└──────┬──────┘
       ▼
┌─────────────┐         ┌──────────────┐
│  CONDITION   │─ TRUE ─▶│ MESSAGE      │
│  status is   │         │ "Order found!│
│  not empty   │         │  Status:     │
└──────┬──────┘         │  {{status}}" │
       │ FALSE          └──────────────┘
       ▼
┌─────────────┐
│  MESSAGE     │
│ "Order not   │
│  found"      │
└─────────────┘

Nodes used

• 1 Trigger (Keyword)
• 1 Question (order number)
• 1 HTTP Call (fetch order)
• 1 Condition (check if found)
• 2 Text Messages (found / not found)
• 2 End nodes

---

5. Product Recommendation Bot

Goal: Recommend products based on customer preferences using interactive menus.

Trigger: Keyword — shop, products, recommend

Flow diagram

┌─────────────┐
│  TRIGGER     │
└──────┬──────┘
       ▼
┌─────────────┐
│  BUTTONS     │
│ "Category?"  │
│ [Electronics]│
│ [Fashion]    │
│ [Home]       │
└──┬──┬──┬────┘
   │  │  │
   ▼  ▼  ▼
(Each button leads to a List Menu with products)
       │
       ▼
┌─────────────┐
│  MPM         │
│ Multi-Product│
│ Message with │
│ catalog items│
└──────┬──────┘
       ▼
┌─────────────┐
│    END       │
└─────────────┘

---

6. Feedback Collection Bot

Goal: Collect customer feedback after a purchase or service.

Trigger: Manual or Webhook (triggered after order delivery)

Flow diagram

┌─────────────┐
│  TRIGGER     │
│  (Manual)    │
└──────┬──────┘
       ▼
┌─────────────┐
│  BUTTONS     │
│ "Rate your   │
│  experience" │
│ [Great]      │
│ [Good]       │
│ [Poor]       │
└──┬──┬──┬────┘
   │  │  │
   ▼  ▼  ▼
┌────┐┌────┐┌──────────┐
│Thx ││Thx ││ QUESTION │
│msg ││msg ││"What can │
│    ││    ││ improve?"│
└────┘└────┘└────┬─────┘
                 ▼
          ┌──────────────┐
          │ HTTP CALL    │
          │ Send feedback│
          │ to system    │
          └──────────────┘

Business impact

• Gather honest feedback from real customers
• Identify areas for improvement
• Show customers you care about their experience

---

7. Re-engagement Bot

Goal: Re-engage inactive customers with a personalized message and offer.

Trigger: Manual (triggered for selected inactive contacts)

Flow diagram

┌──────────────┐
│  TRIGGER     │
│  (Manual)    │
└──────┬───────┘
       ▼
┌──────────────┐
│ GET DETAILS  │
│ Fetch contact│
│ info         │
└──────┬───────┘
       ▼
┌──────────────┐
│  TEMPLATE    │
│ "We miss you,│
│ {{lead_name}}│
│ Here's 20%   │
│ off!"        │
└──────┬───────┘
       ▼
┌──────────────┐
│    END       │
└──────────────┘

---

8. Approval Workflow

Goal: Send an approver (e.g. a manager) a request with an Approve button, and act on it when tapped — even when several requests are pending at once and approved out of order.

Pattern: Two flows working together — a sender flow and a handler flow triggered by the button click. The button payload carries the request ID so each approval stays independent.

Flow diagram

SENDER FLOW (runs when something needs approval)
┌───────────────────────────────┐
│  Set request_id (Script/Set)   │
│  Interactive / Template msg:    │
│   "Approve request {{id}}?"     │
│   Button payload:               │
│     approve_{{request_id}}      │
│   ▶ Wait for reply: OFF         │
└───────────────────────────────┘
            │ (sends, then ends — no waiting)
            ▼
        (approver taps the button later)

HANDLER FLOW
┌───────────────────────────────┐
│  TRIGGER: Button Click         │
│  Match: Starts With  approve_  │
│  Extract to Variable:          │
│     approval_id                │
└───────────────┬───────────────┘
                ▼
        ┌───────────────┐
        │  HTTP Call     │  Mark {{approval_id}} approved
        └───────┬───────┘
                ▼
        ┌───────────────┐
        │  Message       │  "Request {{approval_id}} approved ✅"
        └───────────────┘

Why it works

• Custom payload with a variable (approve_{{request_id}}) makes every request's button unique, so the handler knows which request was approved.
• Wait for reply: OFF on the sender means it doesn't leave a blocking conversation — so multiple pending approvals don't interfere with each other.
• Starts With + Extract to Variable lets one handler flow serve all requests, recovering the ID into {{approval_id}}.

Nodes used

• Sender: Script/Set (set request_id) → Interactive or Template Message (custom payload, Wait for reply off)
• Handler: Button Click trigger (Starts With, extract) → HTTP Call → Message

Add Approve and Reject

Give each action its own payload and its own handler flow:

Button	Payload	Handler trigger (Button Click)
Approve	approve_{{request_id}}	Starts With approve_ → extract id
Reject	reject_{{request_id}}	Starts With reject_ → extract id

Each handler updates the record and replies accordingly. The same idea powers leave approvals, expense approvals, and order approvals — only the payload prefix and the action differ.

Business impact

Approvers clear requests in any order, right from WhatsApp, with no app to open. Each tap is processed independently and the correct record is updated automatically.

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9. Social Comment Auto-Reply

Goal: Automatically reply to comments on your Facebook / Instagram posts and move interested people into a DM conversation.

Trigger: Post Comment — keyword price (Messenger, Instagram)

Flow diagram

┌──────────────────────┐
│  TRIGGER             │
│  Post Comment        │
│  Keyword: "price"    │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  REPLY COMMENT       │
│ "Thanks {{trigger.   │
│  comment.author_     │
│  name}}! Check your  │
│  DMs 📩"             │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  MESSAGE (DM)        │
│ "Here's our price    │
│  list…"              │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  CONTACT & LEAD      │
│  Tag: Social Lead    │
└──────────────────────┘

Nodes used

• 1 Trigger (Post Comment)
• 1 Reply Comment (public reply)
• 1 Message (private DM)
• 1 Contact & Lead (tag as social lead)

Business impact

• No comment goes unanswered, even outside business hours
• Turns public engagement into private, qualified conversations
• Works across Facebook and Instagram

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10. Click-to-WhatsApp Ad Responder

Goal: Greet people who tap a Click-to-WhatsApp ad with a message tailored to the specific ad they came from.

Trigger: Ad Click (CTWA)

Flow diagram

┌──────────────────────┐
│  TRIGGER (Ad Click)  │
└──────────┬───────────┘
           ▼
┌──────────────────────┐         ┌─────────────────────┐
│  CONDITION           │─ TRUE ─▶│  TEMPLATE           │
│ {{trigger.ad.        │         │ "Your Summer Sale   │
│  headline}} contains │         │  20% code: SUMMER"  │
│ "Summer Sale"        │         └─────────────────────┘
└──────────┬───────────┘
           │ FALSE
           ▼
┌──────────────────────┐
│  MESSAGE             │
│ "Hi! Thanks for      │
│  reaching out."      │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  CONTACT & LEAD      │
│  Tag: Ad Lead +      │
│  save {{trigger.ad.  │
│  ctwa_clid}}         │
└──────────────────────┘

Nodes used

• 1 Trigger (Ad Click) — exposes {{trigger.ad.headline}}, {{trigger.ad.source_id}}, {{trigger.ad.ctwa_clid}}, and more
• 1 Condition (route by ad)
• 1 Template + 1 Message
• 1 Contact & Lead (tag + store ad click id)

Business impact

• Every ad gets a relevant first reply, lifting conversion
• Ad attribution (ctwa_clid) is captured for reporting
• One flow serves all your campaigns — branch by headline or campaign

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11. WhatsApp Flow Lead Intake

Goal: Collect clean, structured information through a WhatsApp Flow form and create a qualified lead — no free-text parsing.

Trigger: WhatsApp Flow Submitted (select your form)

Flow diagram

┌──────────────────────┐
│  TRIGGER             │
│  WhatsApp Flow       │
│  Submitted           │
│  → {{trigger.*}}     │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  CONTACT & LEAD      │
│  Create / update lead│
│  from form fields    │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  HTTP CALL           │
│  Push to your CRM    │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  TEMPLATE            │
│ "Thanks {{trigger.   │
│  full_name}}, we'll  │
│  be in touch!"       │
└──────────────────────┘

Nodes used

• 1 Trigger (WhatsApp Flow Submitted) — every form field is available as {{trigger.field_name}}
• 1 Contact & Lead (create/tag)
• 1 HTTP Call (sync to CRM)
• 1 Template (confirmation)

Business impact

• Structured data with no typos or parsing
• Leads land in your CRM instantly
• Great for registrations, applications, and surveys

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12. Smart Routing & Personalization

Goal: Route a customer based on several saved values at once, then build a personalized reply with a Script node.

Trigger: Keyword — start

Flow diagram

┌──────────────────────┐
│  TRIGGER (Keyword)   │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  QUESTION  → language │
│  QUESTION  → city     │
└──────────┬───────────┘
           ▼
┌──────────────────────┐
│  ROUTER              │
│  Path A: language =   │
│   hindi AND city = …  │
│  Path B: language =   │
│   english             │
│  Default: fallback    │
└──┬─────────┬──────────┘
   ▼         ▼
┌────────┐ ┌──────────────────┐
│ SCRIPT │ │ SCRIPT           │
│ build  │ │ build greeting   │
│greeting│ │ → greeting        │
└───┬────┘ └────────┬─────────┘
    ▼               ▼
┌──────────────────────┐
│  MESSAGE             │
│  {{script_1.greeting}}│
└──────────────────────┘

Nodes used

• 1 Trigger (Keyword)
• 2 Questions (language, city)
• 1 Router (multi-variable AND/OR routing)
• Script nodes (compute a personalized greeting; output saved as {{script_1.greeting}})
• 1 Message

Business impact

• Precise routing on multiple conditions, not just one
• Dynamic, personalized content without dozens of branches
• Reuses values captured earlier in the flow

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Which flow should I build?

Business type / need	Recommended flow
E-commerce	Order Status Tracker
Service business	Appointment Booking Bot
Real estate	Lead Qualification Bot
Restaurant	FAQ Bot with menu and ordering
Healthcare	Appointment Booking + FAQ
Education	Lead Qualification + Course Info Bot
Running social ads	Click-to-WhatsApp Ad Responder
Active on Facebook/Instagram	Social Comment Auto-Reply
Internal approvals	Approval Workflow
Forms & registrations	WhatsApp Flow Lead Intake
General	Customer Support FAQ Bot

Patterns unlocked by recent updates

• Stateless triggers — give buttons a custom payload with a variable (approve_{{id}}) and catch it with a Button Click trigger using Starts With / Contains / Regex and Extract to Variable. This powers approvals and any "act on a specific item" flow.
• Don't block — turn Wait for reply off on a message whose buttons are handled by a separate trigger flow.
• Multi-channel — Post Comment and DM flows run on Facebook and Instagram, not just WhatsApp.

Start simple

Pick one use case, build it, test it, and go live. Once you see results, expand to more complex flows — you can always link flows together using Button Click triggers for a multi-flow system.