Create and Configure a Flow

To create and configure a flow, follow these steps:

a. Create Flow

• Go to Settings → Flow
• Click Create Flow
• Enter a Flow Name
• Click Create
• A Start Point will appear as the entry of your flow

b. Add Conditions

To define how the flow behaves, you can add conditions:

• Click the Plus (+) button from the Start Point
• Select a condition type

Available Conditions Include:

First Message Text

Checks whether the first message contains specific keywords.

• Use , to separate multiple keywords
• Example: halo , apa kabar , product apa

First Message Time

Checks whether the first message is sent within a specific time range.

Condition Priority: Conditions are evaluated from left to right. If multiple conditions are met, only the leftmost condition will be executed first. Make sure the order reflects your intended logic.

c. Define Next Actions

After defining conditions, you can add actions to determine what happens next. Actions can be added from the main path or within a condition branch, allowing you to control how each scenario is handled.

As your flow evolves, you can expand it by introducing additional conditions for branching, connecting actions between nodes, and structuring different paths based on specific scenarios.

Add Action:

• Label Conversation → add label to conversation
• Add Collaborator → assign an agent as a collaborator
• Send Message → send automated message
• Webhook → trigger external system
• Jump to Action → redirect to another step

d. Add Message with Button

Message with Buttons allows you to send an interactive message with selectable options, helping guide customers through predefined choices.

• Use buttons to provide quick reply options or direct users to the next step in the flow
• Max 10 buttons
• Max 20 characters per button

You can personalize the message using dynamic variables:

• {{contact.display_name}} → automatically replaced with the contact's name
• {{contact.phone_number}} → automatically replaced with the contact's phone number

e. Add End Flow

Assign to AI Agent

Skip Last AI Agent Response

When this option is enabled, the AI Agent will not respond to the user's last message before the flow ends.

This is useful when you want to avoid unnecessary or irrelevant automated responses at the end of a flow, ensuring the interaction closes in a controlled and intentional way.

Assign to Human Agent