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Build Your First Bot Flow

Automate a simple WhatsApp path: customer sends a keyword → bot message → Assign Agent (handoff to your team).

Bot Flows are scripted automations. They are not Meta WhatsApp Flows (forms under Broadcasts → Flows).

Detail: Bot Flows · Sidebar Automations.

Before you start​

NeedWhere
WhatsApp connected for live trafficSettings → WhatsApp — Connect WhatsApp
Admin or managerSettings / Automations
Optional contact fieldsContact Fields before Set Contact Field

You can draft flows without Connect; customers will not receive steps until WhatsApp is connected.

Path at a glance​

  1. Open Bot Flows
  2. Create Bot Flow
  3. Add a trigger keyword
  4. Add steps (message → assign)
  5. Optional Set Contact Field
  6. Save and activate
  7. Set Default Bot Flow (optional)
  8. Try it

1. Open Bot Flows​

Either:

  • Settings → Bot Flows (under Agent tools) — heading Bot Flows · Manage automated conversation flows, or
  • Automations → WhatsApp — same capabilities; classic editing also noted under Settings.

Global escalation may show Cannot be disabled (MVP) — Escalation Keywords.

2. Create Bot Flow​

  1. Click Create Bot Flow.
  2. Name the flow and open the editor.
  3. Save later with Create Bot Flow / Update Bot Flow (wording depends on create vs edit).

3. Add a trigger keyword​

Configure trigger keywords so this flow runs when the customer sends that word (for example help or pricing).

  • Keywords must be non-empty and unique across active flows (case-insensitive).
  • If no keyword matches, the Default Bot Flow (if active) can run for new conversations.

Exact editor labels for keyword rows follow the Bot Flows form — see Bot Flows.

4. Add steps (message → assign)​

Build a short chain:

OrderStep typePurpose
1Message (or quick-reply style message)Welcome / ask what they need
2Assign AgentHand off to a human — terminal on the Flow map (no further edges)

On the Flow map, use Expand for a large view. Condition steps (if you add them later) use true / false paths and Match Any value (OR) / All values (AND) after a WhatsApp Flow — advanced; skip for a first flow.

Assign Agent ends the bot for that run so an agent can reply in Inbox — see Answer a WhatsApp Chat.

5. Optional Set Contact Field​

Add a Set Contact Field step before Assign Agent if you want to store a value (literal or variable) on the contact.

  1. Choose Contact field.
  2. Set Value.
  3. Define fields under Contact Fields first.

Later journeys can add Send WhatsApp Flow, Save answers to contact, and Send to Webhook — Bot Flows · Send to Webhook.

6. Save and activate​

  1. Save the flow (Create Bot Flow / Update Bot Flow).
  2. Ensure the flow is active in the list (so keyword matching can run).
  3. Confirm WhatsApp is connected for live customers.

7. Set Default Bot Flow (optional)​

For new chats when no keyword matches:

  1. Open the Default Bot Flow tab.
  2. Under Default Flow Configuration, pick an active flow, set active, optional Fallback message, and save.

Use a friendly default (greeting + Assign Agent) so unknown messages still reach a person.

8. Try it​

  1. From a personal WhatsApp, message the business number with your keyword.
  2. Confirm the bot message arrives.
  3. Confirm the thread lands with an agent (or in Queued if no one is online — Queued).
  4. As an agent: Take Over / Take It and reply — Answer a WhatsApp Chat.

From an open chat you can also run a flow manually with Start Bot Flow — Start a Bot Flow from a Chat.

Quick paths​

PathBuild
A. Keyword → message → agentTrigger keyword · Message · Assign Agent
B. Same + store a fieldAdd Set Contact Field before Assign Agent
C. No keywordSet this flow as Default Bot Flow
D. Agent starts the botSkip keyword test; use Start Bot Flow in chat