Build an Automated Conversation Flow from Scratch

This tutorial builds a simple WhatsApp welcome flow that asks for the customer's name and displays a menu that routes them to the right next step.

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What You Will Build

1. A customer sends the first message
2. The bot welcomes them and asks for their name
3. The customer replies with their name
4. The bot displays Product Information, Order Status, and Talk to an Agent buttons
5. The conversation follows the selected branch

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Step 1 — Open Flow Builder

Select Flow Builder in the sidebar, choose Create New Flow, enter a name such as Main Welcome, and select Create.

Flow Builder opens an empty canvas.

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Step 2 — Add the Welcome Message

Select Add Node, choose Text, and enter:

Hello and welcome. It is great to connect with you.

What is your name?

Save the node.

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Step 3 — Capture the Customer's Name

Select the + below the welcome node and add an Input node. Configure:

• Save to variable: customer_name
• Timeout: 5 minutes

For now, leave the default behavior so the flow stops after 5 minutes without a reply. You can add a reminder branch later.

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Step 4 — Add the Menu Buttons

Add a Button node after the Input node with this message:

Hello, {{customer_name}}. How can we help today?

Add three buttons:

• Product Information
• Order Status
• Talk to an Agent

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Step 5 — Build Each Branch

Product Information

Add a Text node:

View all our products here:
[catalog link]

Do you have a question about a specific product?

Connect it to an End node with a closing message, or continue the flow for follow-up questions.

Order Status

Add a Text node asking for the order number, followed by an Input node that saves the response. From there, add an HTTP Request node for your order system or hand off to an agent.

Talk to an Agent

Add a Handoff to Agent node with this transition:

Thanks, {{customer_name}}. I am connecting you with our team now. Please wait a moment.

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Step 6 — Add an End Node

For any branch that does not hand off to an agent, add an End node:

Thanks for contacting us, {{customer_name}}. Send us another message whenever you need help.

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Step 7 — Make It the Default Flow

Before publication, set the flow as the Default Flow. It will start for first messages that do not match another flow's keyword. Find this option on the flow list page.

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Step 8 — Publish and Test

Select Publish in the toolbar. Send a message to your WhatsApp Business number from another phone and test every branch.

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Extend the Flow

• Check business hours at the beginning and show a different after-hours message
• Connect Order Status to your order management API with an HTTP Request node
• Add a Condition node for returning customers