Automation Flows

Build visual workflows for chatbots, bookings, webhooks, and support handoff.

Automation Flows let you design a customer journey visually. A flow can reply to WhatsApp messages, collect information, call external APIs, save variables, route by conditions, and hand off to a human agent.

Flow types

Flow type	Trigger
WhatsApp Chatbot	Incoming WhatsApp messages
Webhook Automation	Incoming webhook payloads from stores, booking systems, or CRMs
Broadcast Flow	Campaign or scheduled message logic
Unified Messaging	API-triggered messages and fallback logic

Common nodes

Node	Use it for
Send Message	Send text, media, or interactive replies
Condition	Route users based on message text or saved variables
Response Saver	Save user replies into variables
Make Request	Call an external API
Delay	Slow down the flow for a more natural conversation
Reset Session	Clear saved variables
Send Email	Notify your team by SMTP
Google Sheets	Save leads or bookings
Agent Transfer	Hand off to a human
AI Transfer	Let an AI assistant continue the conversation

Booking flow pattern

Webhook automation pattern

Use Webhook Automation when another system already knows the customer action.

Example events:

• Ecommerce order placed.
• Booking request created.
• Payment received.
• Shipping status changed.
• Lead captured from website form.

Recommended flow:

1. Extract the phone number from the payload.
2. Send a short confirmation.
3. Add a delay when the message feels too fast.
4. Route based on payment method or order status.
5. Log success or failure.
6. Send fallback SMS if WhatsApp is not available.

Human agent handoff

When a user asks for an agent, the flow should stop automation for that chat for a while. This prevents the bot from replying again while a human is helping.

Recommended behavior:

• Send an agent handoff message.
• Disable auto-reply for the conversation.
• Notify an agent.
• Re-enable automation only after timeout or manual reset.

Variables

Variables let one node use data from earlier nodes.

Examples:

{{{customer.name}}}
{{{customer.phone}}}
{{{order.id}}}
{{{payment_method.text}}}

Webhook Automation supports nested paths from JSON payloads.

Best practices

• Use short messages.
• Add small delays between long steps.
• Validate important answers before saving them.
• Always provide a route to human support.
• Keep payment and OTP verification server-side.