What reply flows are

When to use one

• A welcome menu with buttons such as Book a time, Prices and Talk to us.
• An FAQ menu where customers pick a topic from a list.
• A feedback message sent a few hours after each visit (Growth and Pro).

You do not need a flow for bookings: the assistant books, moves and cancels on its own. See How customers book. Use a flow when you want to guide customers through choices you design.

How a flow is made

• Every flow starts with a trigger: the words that start it (Keyword match) or a time after each visit (Scheduled).
• After the trigger come steps: messages, questions, buttons, lists, an AI answer, a booking, a condition, a hand-over to your team or an end.
• Steps are joined by ways out. A Buttons step has one way out per button, a Condition has two, a Message has one. Each way out leads to the next step.
• You build the flow on a board in the flow builder. Each step's settings open in a panel on the right.

The Reply flows screen

• Templates: ready-made flows. See The ready-made flows.
• Your flows: each flow with its status: Draft (never published), Live (customers get it) or Paused (switched off, the draft is kept).
• A line under each flow says Not published yet, Has changes not yet published, or when it was published.
• A flow's menu has Open builder, Duplicate (makes a switched-off copy), Pause flow or Go live, and Delete.

Read next

• Find your way around the flow builder
• Build a flow and make it live
• One article per step: triggers, Message, Buttons, List, Ask a question, WhatsApp template, AI answer, Book appointment, Condition, Hand over and End flow.
• Saved answers and @variables and What happens while a customer is in a flow.