Flows and Configuration

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.
    
    

1. From the Routing > Flows menu, choose Create New.
2. In the top left corner of the screen, change “Untitled flow” to a friendly label for the flow, such as "Outgoing 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 WhatsApp Conversation component onto the canvas. When a component is placed on the canvas it becomes a node. Draw a line from the Start node’s Outgoing WhatsApp box to the WhatsApp Conversation node.
   
5. “Publish” the flow.
6. Navigate to Channels → WhatsApp → Outgoing WhatsApp Messages → Configuration
   Change the “Default Outgoing WhatsApp Flow” to the flow created.
   
7. After saving this, when the agent sends a WhatsApp message, a conversation will be established between the agent and the user.

1. An admin can configure a chatbot within a flow that is configured to handle an incoming WhatsApp message. The chatbot interacts with the customer before and/or after the interaction with an agent.
2. An admin can use a combination of Send WhatsApp and Send and Await Reply components in Flow for the bot to send messages to the user.
3. Customer responses can be received through the following mechanisms:
   • Text
   • Text replies from the tapped options
4. Admin can configure the type of response that is expected to be received from the customer and choose to validate the customer’s response.
5. Only the first text response received from the customer will be validated if a response format is defined. Similarly, the first button selection will be used to decide the chatbot’s flow.
   Any following button selections for the previous message will not be considered as inputs.

Here is an example of using Send and Await Reply with Branch components and Send WhatsApp to set up Bot usecase:

1. 1. Send & Await Reply_1
      
      • It sends the first message to the user and waits for the response.
        
   2. Branch_1
      
      • To evaluate the response received from the user for the Send & Await Reply_1 component.
      • Use the necessary operator and value to evaluate with the response received from Send & Await Reply_1
        • Example:
          Variable to compare: {{Send & Await Reply_1.incoming_message.text}}   
          Operation: Exactly matches (String)
          Value: Value1/Value2
          
          
          
   3. Send & Await Reply_2
      
      • After the response is evaluated in Branch_1, if the first condition is satisfied, the Send and Await Reply component is used again to send a message to the user and expect a response.
        
   4. Send WhatsApp_1
      
      • After the response is evaluated in Branch_1, if the second condition is satisfied, a WhatsApp message is sent to the user using Send WhatsApp_1.
        
   5. Branch_2
      
      • To evaluate the response received from the user for the Send & Await Reply_2 component.
        
   6. Queue and Route_1
      
      • This component is used to route the WhatsApp conversation to a team/agent based on the response evaluated in Branch_2.
   7. Send WhatsApp_2
      • This component is used to send a message to the user based on the response received in Send & Await Reply_2 and evaluated in Branch_2
        

1. You need to set outbound WhatsApp flow by navigating to Channels > Outgoing WhatsApp Messages > Configuration > Default Outgoing WhatsApp Flow.
   
   
2. On the agent app, tap the + New button and choose the WhatsApp option.
   
   
3. When you click on WhatsApp, a new tab will open in which you can enter either a phone number or a contact name (if one is already saved).
   
   The default sender ID will be the one that has been set on Channels > Outgoing WhatsApp messages > Configuration.
   
4. When you click on the WhatsApp icon to the right of the user number, a middle panel will appear, allowing you to send an outbound message.
   
   
5. If you want to send a WhatsApp message to an unsaved contact, type their number and then click Verify & Initiate.
   
   
6. As mandated by WhatsApp, the first outbound message can only be the verified templates. The templates need to be submitted for verification by navigating to Channels > WhatsApp > Templates. For more information on how to do this, please refer to our FAQ.

1. Navigate to Channels > WhatsApp > Templates > Create New.
   Note: Users with admin and supervisor roles can submit the templates for verification.
   
2. Provide the below details:
   • Template Configuration
     • Template Name - Give a friendly name to make it easier to identify.
     • WhatsApp Business Account - After your meta business account and phone number is configured with us, it will appear in the drop-down.
     • Category - Utility/Marketing
       • Utility -  Enables you to follow-up on user actions or requests.
         Examples include opt-in confirmation, order/delivery management (e.g., delivery update); account updates or alerts (e.g., payment reminder); or feedback surveys.
       • Marketing - Enables you to achieve a wide range of goals, from generating awareness to driving sales and retargeting customers. Examples include new product, service, or feature announcements, targeted promotions/offers, and cart abandonment reminders.
     • Language - Select the language in which your content will be sent.
       
   • Template Content
     • Header
       • Headers are optional components that appear at the top of template messages. Headers support text and media (images, videos, documents. Templates are limited to one header component.
         
       • Examples of both types are shown below:
         1. Text - A maximum of 60 characters are supported.
            
         2. Media
            
     • Body
       • Body components are text-only components and are required by all templates. Templates are limited to one body component.
       • It supports multiple variables, you can click on +Add Variable to insert it in the body.
       • A maximum of 1024 characters are supported.
         
     • Footer
       • Footers are optional text-only components that appear immediately after the body component. Templates are limited to one footer component.
       • A maximum of 60 characters are supported
         
     • Button Type 
       • Buttons are optional interactive components that perform specific actions when tapped.
       • There are 2 different types of buttons:
         • Call to action
           • This can be of type Call Phone Number and Visit Website
           • Templates can have a mixture of up to 2 button components total - one of each or just one kind.
             
             
         • Quick Reply 
           • Quick reply buttons are custom text-only buttons that immediately message you with the specified text string when tapped by the app user.
           • A maximum of 3 buttons are supported.
             
3. When you have provided details for all of the fields, you can check the preview that appears on the right side.
   
   
4. After a final round of checks, click ‘Send for verification’. Once submitted, it is forwarded to Meta for verification which generally takes around 48-72 business hours to verify it.

Yes, by navigating to Channels > Outgoing WhatsApp messages > Configuration.