WhatsApp bot flows

Open Bot Flows → New flow and pick a starting point: Lead qualification, Customer support, Appointment request or Start from scratch. Templates use your workspace name automatically — edit every message to sound like you.

The builder has three panes: the list of steps on the left, the selected step in the middle and a live WhatsApp preview on the right. Reorder steps with the arrows; the first step (marked as the entry step) is what a new chat sees.

The builder warns you about steps that link to nothing or questions without a field to save into, and won't let you switch on a flow with problems.

Each question saves its answer under a field name you choose (for example city or budget). When the flow finishes or hands off, the answers are written to the lead's activity. If the person wasn't a lead yet, a lead is created from the chat and assigned by your lead-assignment setting.

A chat goes to your team when it reaches a Hand-off step, when the customer types an agent keyword (by default “agent”, “human”, “talk to agent”, “speak to someone”), or after too many invalid answers in a row. The owner of the lead is notified, and the bot stays quiet in that chat while your team is talking.