Automations, flows and AI

Build a WhatsApp chat flow from a template

Start a flow from a template, understand the canvas and node types, and activate it so customers can tap through a conversation.

  • 2 min read
  • intermediate
  • Checked 5 October 2026

What is a flow?

A flow is a branching conversation. The customer taps buttons or picks from a list, and Responseify answers, asks questions, tags the contact, or hands over to a person. Flows are great for menus, FAQs and sorting enquiries before an agent steps in. The feature is marked Beta.

Steps

  1. Click Flows in the sidebar (1). Click New flow (2) (or Create your first flow (3) if you have none yet).

    The Flows page with Flows marked 1, New flow marked 2 and Create your first flow marked 3

  2. Pick a starting point: Welcome menu (1) greets customers and routes them to the right agent, FAQ bot (2) answers common questions from a list, and Lead capture (3) collects name, email and company, then hands over to sales with the answers in a note.

    The Create a new flow window with the three templates marked 1, 2 and 3

  3. Or start empty: type a name (1) and click Create blank flow (2).

    The blank flow option with the name box marked 1 and Create blank flow marked 2

  4. The editor shows your flow as boxes (nodes) joined by lines. Click Add node (1) to add one. Node types are Start, Send message, Send buttons, Send list, Send media, Collect input, If / else, Tag contact, Handoff to agent and End. A message at the bottom tells you whether there are any issues. When it says "No issues. Ready to activate.", click Activate (2). Save (3) stores your changes.

    The flow editor with Add node, Activate and Save marked 1, 2 and 3

  5. Prefer a list to a picture? Click List (1) above the canvas to edit the same flow as a simple, ordered form: the trigger (for example a keyword), then each node's text.

    The List view with the List tab marked 1

Frequently asked questions

How does a customer start a flow?

By the trigger you set, for example typing a keyword such as "faq" or "info".

How do I see how a flow is doing?

The editor shows a Runs count for the flow.

Flows or automations?

Use automations for rules ("when X happens, do Y"). Use flows when you want a conversation with choices.

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Build a WhatsApp chat flow from a template — Responseify