Reply flows

What reply flows are

Step-by-step conversations with buttons and lists that start when a customer types certain words, or a set time after a visit.

Find your way around the flow builder

The toolbar, the Add a step panel, the board and the settings panel, and how drafts, publishing and checks work.

Build a flow and make it live

A worked example: a welcome menu with three buttons, built from scratch, tested and made live.

Triggers: Keyword match and Scheduled

The first step of every flow decides what starts it: words a customer types, or a set time after each visit.

The Message step

Sends a message, with an optional photo, video or document, and carries straight on. No reply needed.

The Buttons step

Sends a message with up to 3 tap-able buttons. Each button leads to its own next step.

The List step

Sends a menu of up to 10 choices that opens from a button. Use it when 3 buttons are not enough.

The Ask a question step

Asks the customer something, checks the kind of answer, and saves it as an @word for later steps.

The WhatsApp template step

Sends an approved WhatsApp template, so the message arrives even outside the 24-hour window.

The AI answer step

Lets the AI answer the customer from your business info, and hands over when it cannot.

The Book appointment step

Books, moves, cancels or looks up an appointment inside a flow, with real free times from your diary.

The Condition step

Checks one thing about the customer or their answer, then goes one of two ways.

The Hand over to team and End flow steps

Two ways to finish a flow: pass the chat to a person, or stop and let the assistant carry on.

Saved answers and @variables

Put the customer's name, their booking or an earlier answer into a message by typing an @word.

What happens while a customer is in a flow

When the bot waits for a reply, how long it waits, and what happens if the customer asks for something else.

The ready-made flows

Three flows you can start from: Welcome menu, After-visit feedback and FAQ menu.

Fix the problems in the checks list

What the checks button means and how to fix the most common problems before going live.

Test a flow with Try it

Chat with your draft as if you were a customer, without booking anything or sending any message.