How do you set up an outgoing WhatsApp flow?

  1. From the Routing > Flows menu, choose Create New.
  2. In the top left corner of the screen, change “Untitled flow” to a friendly label for the flow, such as "Outgoing WhatsApp."
  3. A "Start" node will appear on the screen; this is where the flow execution will begin. To begin creating a routing workflow, connect the Start node to a component from the left side of the screen.
  4. Drag and drop the WhatsApp Conversation component onto the canvas. When a component is placed on the canvas it becomes a node. Draw a line from the Start node’s Outgoing WhatsApp box to the WhatsApp Conversation node.
  5. If you want to get feedback from the customer after the agent has resolved the conversation, drag the Send & Await Reply component onto the canvas and draw a line to connect the Completed box of the WhatsApp Conversation node to the Send & Await Reply node.
  6. You can specify a Reply Timeout value and require customers to respond within that time frame. If the response is received within the time limit, the "Reply" state is triggered; otherwise, the "No Reply" state is triggered.
  7. You can post the customer feedback to your web server by dragging the HTTP Request component onto the canvas and drawing a line from the  Reply state of the Send & Await Reply node to the HTTP Request node. You must configure the URL in order for the details to be posted.
  8. You can optionally add additional components for the No Reply state.
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