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Build a conversational flow

Build a branching conversation that answers anyone who writes to you on WhatsApp or web chat. It takes about 30 minutes.

Before you start
  • Permissions: Conversation Flows, Creating flow and Editing flow · Edition: Growth or Enterprise (Conversation Flows feature).
  • For WhatsApp, a connected channel. If the flow awards points or registers members, a programme already created.

1. Pick a starting template​

Go to Marketing › Conversational › Flows and click Create New. The gallery opens.

Choose a template, for example WhatsApp welcome + enrolment, or Blank for an empty canvas. Check how many nodes it adds and which variables it expects, then click Apply. The editor opens with a draft.

2. Set the properties​

From the list, open Actions › Edit properties (untranslated) on the flow's row and fill in:

  1. Name and, optionally, Description.
  2. Channel.
  3. Activation keywords, separated by commas. When a message arrives, the active flow whose keyword matches and is longest wins.
  4. Campaign (optional) if the flow belongs to a campaign.
  5. Target audience: All, Members only or Non-members (new).
  6. Active, when you want it to answer contacts.

Click Save.

3. Adjust the steps​

Open Actions › Edit flow (untranslated). Each card is a step and the arrows are the transitions.

  • Add node opens the palette: Messages (Text, Buttons, List, Media, URL button, Ask for data, Accept rules), Triggers (Wait, Keyword, End) and API (actions such as Register member or Award points).
  • Double-click a card to edit it. Click + on an arrow to insert a step between two.
  • Accept rules inserts the standard format: one message with a View rules button (link to the campaign's rules) and one with ✅ Yes / ❌ No. Wire Yes to your acceptance step and No to the goodbye.
  • Auto-arrange lays the cards out from left to right.
Connect every exit

If an action ends without a transition, the conversation closes without telling the contact. Also connect the daily limits and the rejections. A card with a warning triangle has a problem.

4. Test it​

Click Preview. The panel simulates the conversation with your draft without sending real messages or saving data. Choose a Scenario, or use Simulate completed form and Simulate photo. Reset starts again.

5. Publish​

  1. Click Save draft to keep your changes without affecting members.
  2. Click Publish. If there are errors, the editor lists them and won't let you publish.
  3. Write an optional Note and confirm.

Check that it works​

  • Send an activation keyword to the WhatsApp number: the flow replies with the first step.
  • History shows the published version with your note.
  • The conversation appears under Marketing › Conversational › Conversations.
If you make a mistake

In History, Restore as draft brings back an earlier version. Discard draft goes back to the last published one.

Next steps​