Skip to main content
A Flow is a conversational script the WhatsApp chatbot follows — a sequence of Steps, each either waiting for the customer to type something (Input) or showing them a numbered menu of choices (Options). A step can route to another step, end the conversation, and optionally trigger an automated Action.
1

Open Business → Whatsapp Chatbot → Flow

The Chat Flows panel on the left lists every flow created so far, with an Active badge on whichever one is currently live. Click a flow to open it in the builder on the right.Not sure where to start? Click Generate Sample Flow to create a ready-made “Sample Shop Flow” covering booking, viewing, and cancelling appointments.
The generated sample flow is always named “Sample Shop Flow”. Clicking Generate Sample Flow again looks for a flow with that exact name and, if found, regenerates it — wiping out any customizations you’ve made to it. If you want to keep your changes, rename the sample flow to something else first (Business → Whatsapp Chatbot → Flow → edit the flow’s name) so a future click creates a fresh flow instead of overwriting yours — or just build a new flow from scratch instead of relying on regenerate.
2

Click + Add and fill in the flow details

Save with Create Flow.
Only one flow can be active at a time. Open a flow’s menu and choose Active Flow to make it the one customers actually go through — doing so deactivates whichever flow was active before, so make sure this is the flow you want live.
Deleting a flow requires typing its exact name to confirm, since it permanently removes every step and option inside it.

​
Building the flow

Once a flow is open, use + Add Step to build it out, and + Add Option (inside an Options-type step) to branch it into a menu.
1

Click + Add Step and fill in the details

Save with Create Step.
A new flow’s very first step is always locked to the key START.
Once any step is saved, its Step Key can’t be changed — since other steps or options may already route to it. Every other field on it can still be edited any time.
For an Options step, Next Step isn’t shown here — each option added to that step controls its own routing instead (see Add an Option).New steps are always added to the end of the flow — there’s no drag-to-reorder.
A step or option can be edited or deleted any time — hover over it for the pencil / trash icons — except a step’s Step Key, which is permanent once set.