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Bot Flows

Bot Flows automate WhatsApp conversations with scripted steps (messages, menus, assignments, and more). Build and manage them in Settings → Bot Flows or Automations → WhatsApp on app.kazenly.com.

These are bot automations. They are not Meta WhatsApp Flows (forms under Broadcasts → Flows).

Open Bot Flows​

Settings → Bot Flows (under Agent tools)

Page heading: Bot Flows
Lead line: Manage automated conversation flows

Or use the sidebar: Automations → WhatsApp — same capabilities with a modern layout. The Automations page notes that classic editing also lives under Settings → Bot Flows.

Flow Management Tab​

The main list shows your flows with search and pagination.

ActionButton
Create a new flowCreate Bot Flow
View flow metricsAnalytics
Edit an existing flowRow actions (edit / view diagram)
Delete a flowDelete control with confirmation

Saving a flow uses Create Flow or Update Flow in the flow editor.

Each flow can include Escalation Settings (keyword triggers, timeout escalation, escalation message) — see Escalation Keywords.

Default Bot Flow tab​

Switch to Default Bot Flow to choose which bot flow runs when a new WhatsApp customer messages you and no keyword flow matches.

Default Flow Configuration includes:

  • Select an active flow from the dropdown
  • Toggle whether the default flow is active
  • Fallback message when no flow applies
  • Context variables for templated steps
  • Test against a WhatsApp number (operator test tools)

Save changes from the default-flow form when you adjust startup behaviour.

Global Escalation Strip​

At the top of Bot Flows you may see Global Escalation System / Escalation with status Cannot be disabled (MVP). Escalation keywords apply across flows — see Escalation Keywords.

Send WhatsApp Flow step​

In the bot flow editor, a step type Send WhatsApp Flow sends a published WhatsApp Flow after the customer has written, then waits for the submitted answers before the next bot step. Choose a published Flow in the step. Use a template Flow button for campaign messages.

Save answers to contact​

Under Save answers to contact, map each Flow answer to a Contact field (or — skip —). Leave blank (— skip —) to skip persist for that answer.

When you choose + Create new field…, a New contact field panel opens (Forms detail and bot Send WhatsApp Flow use the same picker):

  • Name (required) — prefilled from a readable form of the answer label; edit freely. Error: Name is required
  • Key — starts from the name as a slug; edit anytime. Hint: Lowercase letters, numbers, underscore · max 64. Errors include Key is required, Key must be at most 64 characters, Key must use only lowercase letters, numbers, and underscores, A contact field with this key already exists
  • Type — text (fixed for this create path)
  • Sensitive — optional checkbox
  • Create field (Creating…) saves the field; Cancel closes without creating anything. The field is created only when you confirm — not automatically from the Meta answer name.

Same create picker on Forms detail — WhatsApp Flows.

Answer variables​

Under Preview, an Answer variables panel lists fields from Flows in this bot ({{FieldName}} and choice option ids). The panel starts collapsed — tap the header to expand (a field count shows when folded). Tap a variable to copy it into a Message or Condition step.

Condition after a Flow​

When a Condition step follows Send WhatsApp Flow:

  • Variable Name is a dropdown of that Flow’s answer fields (no free-form custom name).
  • For choice fields, Expected Values can be multi-select. Match is Any value (OR) or All values (AND).
  • Free-text fields keep a text expected value (you can still list multiple values with Any/All).

Next Step (If True/False) must use step ids such as step_4, not the display name. Add an End after the true path when the branch should stop.

Set Contact Field step​

Set Contact Field writes a value onto the contact during the bot run. Choose Contact field, then Value (literal text or a variable from earlier steps). Define fields under Contact Fields.

Send to Webhook step​

Send to Webhook POSTs selected fields to an HTTPS Webhook integration, then continues without waiting for a reply. Expand Data leaves Kazenly for the consent warning. Configure destination, Send full context or Fields to include, and optional Static custom fields. Full guide: Send to Webhook. Create the destination under Integrations.

Assign Agent step​

Assign Agent is a terminal handoff (no further edges on the Flow map).

Message when assigned​

Checkbox: Send message on WhatsApp when assigned (on by default for existing flows).

  • When on, choose Notify type:
    • Text message — optional Assignment Message (supports {{agent_name}}, {{agent_email}})
    • Utility template — pick an approved Utility template and fill parameters
    • Continue on Web (mint chat link) — mints a hosted Web Chat and can send the link (same idea as Inbox Continue on Web)
  • When off: Agent is assigned silently — no WhatsApp reply. Inbox and WebSocket updates still run.

Notify types run only after an agent is successfully assigned.

No agent available​

Checkbox: Send message on WhatsApp when no agent is available (on by default). Turn it off to skip the customer WhatsApp reply when the queue/continue path runs without an agent. Queue behaviour still works.

Flow map​

In the Automations creator (and read-only View), the Flow map shows step connections. Expand opens a large centered map (Collapse or Esc to return). Condition true / false branches lay out in separate columns so paths do not overlap. Assign Agent is a terminal handoff (no further edges).

WhatsApp Must Be Connected​

Live bot traffic requires a connected WhatsApp channel (Settings → WhatsApp). You can still draft flows without Connect, but customers will not receive automated steps until Embedded Signup is complete.