Flows and Configuration

1. From the Routing > Flows menu, click Create New Flow.
2. In the top left corner of the screen, change “Untitled flow” to a friendly label for the flow, such as "Incoming 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 Queue and Route component onto the canvas. When a component is placed on the canvas it becomes a node.  Draw a line from the Start node’s Incoming WhatsApp box to the Queue and Route node.
   
   
5. The Queue and Route node requires three configuration settings to be filled: a queue, a channel, and a team to which the customer chat should be routed.
   • Queue settings — Choose one of the queues from the Select Existing drop-down menu, or create a new one based on your needs.
     
   • Channels — Configure a timeout for the incoming WhatsApp message,  compose a message for customers before an agent is assigned, and compose a message for customers when an agent joins the chat.
     
     If a request is not accepted within the timeout value specified, the "Wait Timeout" state is triggered, and the flow is executed based on the next node attached to it.
   • Route and Assign — Select which team will handle requests from this queue, how many agents will receive the request, and how many times the request assignment must be retried. If the request is not assigned during the retries, the "Assignment Failed" state is triggered, and the flow is executed based on the next node connected to it.
     
     

     Example: Assume the Channel Timeout value is set to 60 seconds and the Assignment Retry value is set to 3 times.

     • If the assignment retries are completed before the Timeout value expires, "Assignment Failed" is triggered.
     • If the Timeout value expires before the specified number of assignment retries, the "Wait Timeout" is activated.
6. Finally, drag the Send WhatsApp component from the component list onto the canvas and draw a line from the Completed box of the Queue and Route component to the Send WhatsApp node.
   
   You can send a template message that you have verified under Channels > WhatsApp > Templates, or you can send custom messages based on your needs.
   
7. You can either save the flow as a draft or publish it directly.
   
   If you save it as a draft, you can make changes to it before final review. If you publish it, it will be available to be associated with a number.
   
8. After publishing the flow, you can navigate to Channels > WhatsApp Numbers. Select a number to associate with the flow. Enter an alias name and assign the flow.
9. Once a flow is set up, when an incoming message is received, agents will be notified via the desktop app.
   
   An agent can choose to accept (✅) or decline (❌) the request.
   
10. If an agent accepts the request, a panel will open for communication between the agent and the user.
    
    

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.

1. You need to set outbound WhatsApp flow by navigating to Channels > Outgoing WhatsApp Messages > Configuration > Default Outgoing WhatsApp Flow.
   
   
2. On the agent app, tap the + New button and choose the WhatsApp option.
   
   
3. When you click on WhatsApp, a new tab will open in which you can enter either a phone number or a contact name (if one is already saved).
   
   The default sender ID will be the one that has been set on Channels > Outgoing WhatsApp messages > Configuration.
   
4. When you click on the WhatsApp icon to the right of the user number, a middle panel will appear, allowing you to send an outbound message.
   
   
5. If you want to send a WhatsApp message to an unsaved contact, type their number and then click Verify & Initiate.
   
   
6. As mandated by WhatsApp, the first outbound message can only be the verified templates. The templates need to be submitted for verification by navigating to Channels > WhatsApp > Templates. For more information on how to do this, please refer to our FAQ.

1. Navigate to Channels > WhatsApp > Templates > Create New.
   Users with admin and supervisor roles can submit the templates for verification.
   
   
2. Choose the category (Transactional, Marketing, or One-Time Password) aligned with the content.
   
   
3. You can choose the header to be Text, Media, or None.
   
   
4. You can enter the message's content under Body, and if your content is dynamic, you can add variables by clicking + Add variable.
   
   
5. By selecting the Button Type drop-down, you can configure quick replies and calls to action (website URL or phone number).
   
   
6. When you have completed all of the fields, click Send for verification.
7. When you submit a template for verification, it’s forwarded to WhatsApp for verification. WhatsApp takes around 48-72 business hours to verify it.

Yes, by navigating to Channels > Outgoing WhatsApp messages > Configuration.