Create a flow

How to create a keyword-triggered auto-reply flow, publish it, and test it.

Create a flow

1. Go to Flows in the sidebar.
2. Click New flow.
3. Give the flow a name (internal only, not visible to customers).
4. Click Save. The flow opens in the flow editor.

Add a trigger

1. Click Add trigger in the flow editor.
2. Select the trigger type: Keyword, First inbound, or Manual.
3. For keyword triggers:
   • Enter the keyword or phrase
   • Choose the match mode: Exact, Contains, Fuzzy, or Regex
4. Click Save trigger.

You can add multiple triggers to the same flow. The flow fires if any trigger condition is met.

Build the flow graph

The flow is a directed graph of nodes. Add nodes after the trigger:

Send message node — sends a WhatsApp message to the contact. You can send:

• A plain text message
• An approved template (required if the 24-hour window may be closed)

Assign conversation node — assigns the conversation to a specific agent or leaves it unassigned for the inbox queue.

To add a node:

1. Click the + button below an existing node.
2. Select the node type.
3. Fill in the node settings.
4. Click Save.

Connect nodes by dragging from the output handle of one node to the input of the next.

Example: keyword auto-reply

A simple flow that replies to any message containing “pricing”:

1. Trigger — Keyword: pricing, mode: Contains
2. Send message — “Thanks for your interest! Here’s our pricing page: https://wapnotify.com/pricing. An agent will follow up shortly.”
3. Assign conversation — Assign to the Sales team queue (leave unassigned)

Publish the flow

When the flow is ready:

1. Click Publish in the top-right corner.
2. The flow status changes to Published and it becomes active immediately.

Published flows run on live customer messages. Test with a personal number before publishing to avoid sending unintended responses to customers.

Test the flow

1. Send a message from a personal WhatsApp number to your business number that matches the trigger condition.
2. Confirm the automated reply arrives.
3. Check the Flow runs log in the flow detail view to see the execution record.

Pause or edit a flow

• Pause — click Unpublish to stop the flow without deleting it. Status changes to Inactive.
• Edit — unpublish the flow first, make changes, then republish.

You cannot edit a published flow while it is active.