How Flows work

A Flow starts with a trigger and runs a sequence of steps in the chat. Triggers include: the widget opens, first or returning visit, a page URL, time on page, scroll depth, leaving the page, a schedule, a keyword the visitor types, an agent not picking up or not replying in time, or a conversation being solved.

Recommended flows for your business (top of Flows, for owners and admins): templates that fit what you have, each with a reason from your own numbers — where is my order, abandoned cart and returns with a Shopify store; nobody picked up when conversations wait for a person; the story reply with Instagram; outside opening hours when your hours are set; an FAQ menu when the AI Agent has knowledge or a help centre; collect an email otherwise. One is left out when a flow that is on already starts the same way. Each card plays the flow as a visitor would see it. Use this flow makes a draft and opens its setup, or Open your draft goes to the one you already made; nothing runs until you switch it on. With a business profile, your industry’s flows come first: table requests for a restaurant and stay enquiries for a hotel (both hand to a person; the chat never confirms a table or a room), new patient enquiries for a clinic (no symptoms asked, no medical advice), quote requests and call backs for home services, lead qualification for professional services.

On WhatsApp and Instagram the same Flow runs on the server: a keyword, the first message of a new conversation, nobody picking up, no reply in time, or a conversation marked solved. Steps that need a browser (cards, forms, modals, links, delays, API calls) are skipped there; the builder says exactly where each Flow runs and which steps it would skip. Quick replies arrive as tappable buttons on WhatsApp.

• Message, Choices, Buttons, Cards — say something or ask a question.
• Collect and Form — ask for an email, name, phone or a short form; saved on the contact.
• Condition — branch on browser, device, day, URL, language, a saved value, whether you are open, or the cart value on Shopify.
• Delay, Random (A/B), Set property, Add or remove tag, Subscribe.
• Assign, Department, Hand off to the AI, Create ticket, Notify, Webhook.

1. Flows → pick a template under Sales, Leads or Support, or start blank.
2. Edit the steps; the side panel explains each one.
3. Switch it on. It appears under My Flows with how many visitors it reached.