WhatsApp AI flows

What a flow is

A flow has a name, one or more trigger keywords, a system prompt (who the AI is), a user prompt (what it knows about your business), a set of settings (model, language, working hours, appointments), an optional Q&A index of exact answers, an optional follow-up sequence of timed messages, and optional workflows. It is assigned to your number. When a customer messages, the app picks a flow by keyword (or the _default_ flow), and that flow answers. A flow only runs while it is ACTIVE.

The AI Flows Design page

Open AI Flows Design under AI and Automation. Three columns:

• Left: the WhatsApp connection panel, a banner showing the current flow, the WhatsApp Flows list with search, a New flow name... box, Templates, and two import icons; then the Trigger keywords panel; then a WhatsApp link generator that builds a wa.me link with a pre-filled message.
• Middle: the toolbar (Settings, Q&A Index, central Q&A source, Assignment, Collect Data, and an Agentic AI Mode switch if you have the add-on) and the two prompt boxes.
• Right: Sequences Design and Workflows buttons, the Assigned Numbers list, and the Blocked Numbers list (last 30 shown).

Each flow row shows its name, chips such as _default_, _master_, sync or a version number, and an ACTIVE / INACTIVE button that toggles it. Drag the handle to reorder, and use the three-dot menu for View Details, Pin to top, Rename, Share and Delete.

Create your first flow

1. Type a name into New flow name... and press Enter. The new flow appears at the top, inactive.
2. Add trigger keywords, or click the _default_ chip to make this the flow that answers anything unmatched.
3. Write the system prompt and the user prompt. Both save when you click away, or press Save.
4. Open Settings. Pick a model (the default is fine), set Default Language, and on the Advanced tab set Off Hours and your timezone.
5. Optionally turn on Appointment on the Appointments tab.
6. Click INACTIVE so it reads ACTIVE.
7. Message the number from another phone and watch the reply arrive in the inbox.

Accounts have a flow limit (60 unless your plan says otherwise). At the limit the app says Flow limit reached and asks you to delete a flow or contact your administrator.

Trigger keywords

A keyword is a word that, when it appears anywhere in a customer's message, assigns this flow to the chat. Keywords are saved in lowercase, cannot be reused across your flows (Keyword already exists in …), and must not be one of the reserved control words. Two special keywords:

• _default_: the fallback flow when nothing else matches. Most businesses have exactly one.
• _master_: marks a master flow whose settings apply on top of others.

Writing the prompts

The System Prompt is the AI's job description. The box itself suggests four parts: identity, main objective, personality rules, industry context. For example:

You are Yunice, a helpful property assistant for Skyline Residences.
Your goal is to lead customers to make an appointment for a viewing.
Be natural, not robotic. Short and direct. Calm, confident, a bit fun.
No over-explaining. Answer only what is asked. Do not mention you are an AI.
We sell freehold condominiums in Mont Kiara, Kuala Lumpur, from RM 680,000.

The User prompt holds the business knowledge: products, prices, locations, policies, the questions you get asked and how to answer them. A counter shows tokens used; the user prompt may hold up to 5,000 tokens and the system prompt 3,000. Both boxes have a prompt library where you can save your own prompts (private) or pick from shared ones (public).

Flow settings

The Settings dialog has four tabs. Every switch is listed with its meaning in the Flow settings reference; these are the ones most people touch:

Teaching it: Q&A Index

For answers that must be exact (prices, addresses, policies), use Q&A Index. Create a catalog, then type question and answer pairs into the big box in this format:

Q: What is the maintenance fee?
A: RM 0.35 per square foot per month, billed quarterly.

Q: Is there a shuttle to the LRT?
A: Yes, every 20 minutes from 7am to 10pm on weekdays.

Click Add Q&A, then Confirm and Index. A question may be up to 50 words and an answer 300 words. The search box on the left (Ask a question to search and get answer...) lets you test what the AI will find. Add Files attaches a brochure or price list to a record and creates a public link the AI can send. The central Q&A source icon lets several flows share one flow's knowledge; a flow used as a source cannot be deleted until it is detached. In the inbox, Add to Knowledge Base turns a real exchange into a record.

Collecting data

Collect Data defines fields the AI should gather in conversation, such as email, budget or preferred area, each with a description that tells the AI what to ask. Ask one field at a time makes it ask them one by one. Collected values appear in the chat's contact panel under Custom data and can be used by workflows.

Handing over to people

Assignment decides who gets new leads from this flow:

• Team Members: add lead handlers, each optionally with a phone number to forward to.
• Use Round Robin Assignment rotates new leads among them. Override existing assignment replaces earlier assignees instead of adding.
• Forward Notifications sends each new lead's message to the assigned handlers on WhatsApp, unless you disable forwarding.
• Additional Forward Message Settings: extra numbers, a Random Forward option, and a message template using {name}, {phone} and {body}.

Follow-up sequences

Sequences Design opens a canvas where you chain timed messages. The blue button adds a Block Node (a message plus a delay in seconds, minutes, hours or days), and you connect blocks by dragging between their handles. Other nodes: Poll Node (buttons or a poll that branch the sequence), Question Node, Text Node, Change Flow Node, Label Node, Assign Lead Node, Telegram and WhatsApp Notification Node, Reply Window Check Node, WABA Template Node, and a Stop Flow Node. The red button adds an AI Action Node with its own prompts.

The sequence starts from the first block when a customer enters the flow. Scheduled sends respect the flow's Off Hours, pause when the chat's AI is paused, and are deleted if the customer is ended with ___. Instagram messages are capped at 1,000 characters. More on timing in Scheduled messages & follow-ups.

Linking a workflow

The Workflows button attaches automations built in the workflow builder:

• Normal Trigger: one workflow that runs on every message while this flow is active. Only a workflow containing a matching trigger node actually runs. Allow flow from me also fires it on messages you send.
• Keywords Trigger: a workflow that fires when a message contains a keyword. Type promo and the app stores !promo. Letters and numbers only.

A workflow can be used once per flow, either as the normal trigger or under one keyword.

Templates, sharing, import and export

• Templates opens the workspace template browser. Choose a version, name the installed copy, and it appears in your list with a version chip. When the publisher releases a newer version a blue ↑ v chip appears; click it to update. Flows marked sync stay linked to the template, so edits flow back to it.
• Share (three-dot menu): Export to File (an encrypted file, with or without keywords), Share with Team, or Duplicate Flow (a copy without keywords so it cannot steal the original's triggers).
• Import whole flow creates a new flow from a file. Import design → Import Sequence Only replaces the selected flow's sequence and deletes its existing blocks first. Import QnA Only adds catalogs and records.
• Flows Templates (a separate menu item) is a public library of flows searchable by location and property type, with a sandbox chat on the right to try a flow before using it.

Agentic AI mode

With the Agentic AI add-on, a flow can be handed to an external agent. Turning it on replaces the prompts, sequences and workflows for that flow: This flow will be handled by Agentic AI. Classic prompts, Sequences Design, and Workflows will not run for this flow. Enter the Agent ID given to you, and optionally turn on Supervised Mode, which holds every AI reply as a draft in the inbox for a person to approve (Send AI reply?) before it goes out. The agent has its own knowledge base, edited from the panel that appears.

When the AI replies and when it stays silent

The AI answers when an active flow matches and none of the following applies:

• The bot has been switched off with aioff.
• The chat has Pause AI Flow or Pause Everything on, or the flow has Enable AI off.
• The contact is on Do Not Disturb, or is in the flow's Blocked Numbers.
• The message is emoji-only, a forwarded message, a status update, or from your own number.
• It is a group chat without Enable AI for Group Chat, or with AI Reply on Tag and nobody tagged the bot.

Several rapid messages from one customer are combined and answered once (Group Rapid Messages on your profile controls this). After the customer confirms an appointment the AI pauses itself for that chat if Stop AI Reply once secured is on.

Testing

• Use a second phone. Messages from your own number never trigger the AI.
• Use the sandbox chat on the Flows Templates page to talk to a flow without WhatsApp.
• Use the Q&A Index search box to check what knowledge is found for a question.

Good to know

• An inactive flow never runs, even if assigned.
• A keyword match anywhere in the message switches the chat to that flow, and a customer message always wins over an AI-sent one.
• Control words match as substrings: a real message containing #### pauses the AI. aion and aioff must be the whole message.
• Off Hours affect scheduled sequence messages only. The AI replies live at any hour unless you turn Enable AI off.
• A flow that is a central Q&A source for others cannot be deleted until detached.
• Premium models will not answer until your API key is added under API Credential.