Flow Builder: Complete Guide

Flow Builder is a visual tool for designing automated conversations. Its drag-and-drop interface supports anything from a simple welcome message to a multi-step process that retrieves data from an external system, without requiring code.

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Core Concepts

Every flow contains nodes connected by transitions. When a flow starts, execution moves from the first node through each transition according to conditions and customer input until it reaches the end.

WhatsApp and Instagram flows are configured for their respective channel capabilities.

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Node Types

Text Node
Sends a text message. It supports dynamic variables such as {{nama}}, populated from contact data or an earlier response.

Button Node
Sends a message with up to 3 buttons. Each button can lead to a different transition.

List Node
Sends a grouped menu with multiple choices, suitable for multi-level navigation.

Image, Video, or Document Node
Sends media with an optional caption.

Input Node
Waits for a customer reply and saves it as a variable. A timeout can continue the flow along a separate branch when no reply arrives.

Condition Node
Branches according to a variable, the current time, the day of the week, or another condition.

HTTP Request Node
Sends a GET or POST request to an external URL and saves the response as a variable. Use it to retrieve an order status, available appointment, balance, or other system data.

Set Variable Node
Sets a variable without waiting for customer input.

Delay Node
Pauses briefly before the next node to make the conversation feel more natural.

Handoff to Agent Node
Ends automation and sends the conversation to a human agent or team, with an optional transition message.

End Node
Ends the flow with an optional closing message.

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Variables

Variables store information collected during a conversation. Add one to message content with the format {{nama_variabel}}.

Built-in variables include:

• {{contact.name}} — Contact name
• {{contact.phone}} — Phone number

Create custom variables through an Input or Set Variable node, then reuse them in later nodes in the same flow.

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Trigger a Flow

Keywords
A flow starts when a customer message exactly matches one of its registered keywords. Matching is case-insensitive, and one flow can have several keywords.

Default Flow
The default starts when no other keyword matches. Teams commonly use it for the first welcome message.

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Create a Flow

1. Open Flow Builder for the channel you want to automate
2. Select Create New Flow
3. Add a name and optional trigger keywords
4. Select Create to open the builder canvas
5. Add and connect nodes for the scenario
6. Select Save Draft

A saved draft does not run until it is published.

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Publish and Manage Versions

Select Publish in the toolbar to activate a flow. Orqestra saves the current configuration as a new version.

You can continue editing after publication. New changes remain in a draft and do not affect the active flow until you publish again.

Use Version History in the toolbar to view or restore a previous version.

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Practical Tips

Always offer access to an agent. Not every customer wants a bot, and automation cannot resolve every question. Make the exit easy to find.

Use Delay Nodes. Several messages arriving at once feel unnatural. Add a 1-2 second pause between longer messages.

Start small. Build a 3-5 node flow, test it, and expand gradually. A complex first version is harder to troubleshoot.

Test before publishing. Use the builder preview to simulate the conversation from a customer's perspective.