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Start a Bot Flow from a Chat

Agents can manually kick off a bot flow on an open WhatsApp thread from the chat composer. This is useful for guided troubleshooting or replaying a scripted path.

Instagram chats do not show the flow control — bot flows are WhatsApp-only.

Where to Find It​

  1. Open a WhatsApp conversation in Inbox or Dashboard.
  2. Above the message box, use the toolbar icon titled Start Bot Flow (desktop).
  3. On mobile, open Attach or tools (+) and choose the flow action when listed.

The control appears only when the customer-care window is still open (not Expired) and you are allowed to send on that thread.

Start Bot Flow Modal​

Modal title: Start Bot Flow

Subtitle: Starts a bot automation on this chat. This is not a WhatsApp Flow form.

  1. Kazenly loads your bot flow list (Loading bot flows… while fetching).
  2. Search with Search flows. Matching rows can show trigger keyword chips.
  3. Click a flow name to start it.

If none exist, you see No bot flows available. Create one under Settings → Bot Flows. Create them first under Bot Flows. This dialog does not send a Meta WhatsApp Flow form — use Send WhatsApp Flow on the chat toolbar for that.

Handover to Bot​

If the conversation is currently assigned to an agent, Kazenly may hand the thread back to the bot automatically before starting the flow — so the scripted steps can run.

If a flow is already active on that conversation, you may see:

A flow is already running for this conversation. Please wait for it to complete.

After the Flow Starts​

The customer receives bot messages according to the flow definition. To reply yourself again, use Take Over or Return to Bot as described in Take Over, Assign, Return to Bot.