How do you set up an incoming WhatsApp flow?

  1. From the Routing > Flows menu, click Create New Flow.
  2. In the top left corner of the screen, change “Untitled flow” to a friendly label for the flow, such as "Incoming WhatsApp."
  3. A “Start” node will appear on the screen; this is where the flow execution will begin. To begin creating a routing workflow, connect the Start node to a component from the left side of the screen.
  4. Drag and drop the Queue and Route component onto the canvas. When a component is placed on the canvas it becomes a node.  Draw a line from the Start node’s Incoming WhatsApp box to the Queue and Route node.
  5. The Queue and Route node requires three configuration settings to be filled: a queue, a channel, and a team to which the customer chat should be routed.
    • Queue settings — Choose one of the queues from the Select Existing drop-down menu, or create a new one based on your needs.
    • Channels — Configure a timeout for the incoming WhatsApp message,  compose a message for customers before an agent is assigned, and compose a message for customers when an agent joins the chat.
      If a request is not accepted within the timeout value specified, the "Wait Timeout" state is triggered, and the flow is executed based on the next node attached to it.
    • Route and Assign — Select which team will handle requests from this queue, how many agents will receive the request, and how many times the request assignment must be retried. If the request is not assigned during the retries, the "Assignment Failed" state is triggered, and the flow is executed based on the next node connected to it.

      Example: Assume the Channel Timeout value is set to 60 seconds and the Assignment Retry value is set to 3 times.

      • If the assignment retries are completed before the Timeout value expires, "Assignment Failed" is triggered.
      • If the Timeout value expires before the specified number of assignment retries, the "Wait Timeout" is activated.
  6. Finally, drag the Send WhatsApp component from the component list onto the canvas and draw a line from the Completed box of the Queue and Route component to the Send WhatsApp node.
    You can send a template message that you have verified under Channels > WhatsApp > Templates, or you can send custom messages based on your needs.
  7. You can either save the flow as a draft or publish it directly.
    If you save it as a draft, you can make changes to it before final review. If you publish it, it will be available to be associated with a number.
  8. After publishing the flow, you can navigate to Channels > WhatsApp Numbers. Select a number to associate with the flow. Enter an alias name and assign the flow.
  9. Once a flow is set up, when an incoming message is received, agents will be notified via the desktop app.
    An agent can choose to accept (✅) or decline (❌) the request.
  10. If an agent accepts the request, a panel will open for communication between the agent and the user.
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