Learn Automate
Build a chatbot flow
Draw a conversation with drag-and-drop blocks that asks questions, shows menus and hands over to a person.
A flow is a chatbot you draw on a canvas. Each block sends something or waits for an answer, and lines connect the blocks in the order they run. The flow builder is in beta.
Create a flow
- Open Chatbot flows from the WaBaCRM menu and click Create new flow.
- Give it a name. The canvas opens with a start block.
- Drag blocks from the side panel onto the canvas, then drag from one block's dot to the next to connect them.
- Double-click a block to edit it.
- Switch the flow to Active when it's ready.
Blocks
| Block | What it does |
|---|---|
| Send Text | Sends a message. Add Response options to ask a question with choices. |
| Send Image, Video, Audio, Document | Sends a file, with a caption for images and video |
| Send List | Sends a menu with categories and products, such as a lunch menu or price list |
| Flow Control | Restarts the flow, ends it, or hands the contact to another flow |
Questions and answers
On a text block with response options, choose how the answer is matched: Contains, Equal, Starts with or Ends with. Switch on Allow numeric detection so customers can reply with the option's number, such as 1 or 2. Use Save the response in the variable to keep what they typed.
If nobody answers, set a Waiting time and what happens next: repeat the question, send a custom message, or end the flow.
When the flow starts
Pick one or more Triggers:
- When any message is received
- When the message contains keywords
- First message from the customer
- Only when started by automation, for flows you start from an auto reply or follow-up
You can also start a flow for one person from their chat with Start Flow.
Rules
- Allow responding to groups: off by default, so the bot only answers private chats.
- Respond only to CRMs or Do not respond to CRMs: limit the bot to contacts in certain tabs.
- Respond only to tags or Do not respond to tags: the same for labels.
- Simulate typing or recording audio so replies feel natural.
- Reactivation interval: how long before the same contact can trigger the flow again.
Test before going live
Click Simulate flow to chat with your bot in the Chat simulator without sending anything to a customer.