The work you are doing by hand right now
Someone messages “price”, you send the price list. An order ships, you copy the tracking number over. A new enquiry arrives at midnight and sits until morning. Each is a small task; together they are somebody's whole day. A flow does them the same way every time, instantly, whether or not anyone is at their desk.
Nine ways a journey can start
A flow begins with a trigger. Some are conversational — a keyword, a comment on your Instagram post, a message on your website widget. Others are systems talking to each other — a webhook from your own software, or an event from your connected store.
- WhatsApp message matching keywords you choose, or catching everything
- Instagram direct message, or a comment on one of your posts
- Facebook Messenger message
- Website chat message
- A webhook from your own systems, with values pulled out of the payload
- A new order, an abandoned cart or a new customer from your store
Keywords that are not brittle
Exact keywords work, but so do patterns that capture values out of a message, a catch-all for anything unmatched, and exclusions for words that should never trigger this flow. Because keyword triggers are scoped per channel, the same word can mean different things on WhatsApp and Instagram without clashing.
- Exact keywords, or a wildcard that catches everything
- Patterns that extract values from a message into variables
- Exclusion words that stop a flow firing
- The same keyword can be reused across different channels
Send, decide, escalate or call your own API
Between the trigger and the end, you place blocks. Send a message on any channel. Branch on what the customer said, which channel they used, the time of day or a value from your own systems. Hand to the AI agent. Notify a teammate. Or call your own API and use its response in the next message.
- Send WhatsApp — text, image, video, document, location, buttons or list menus
- Send on Instagram, Messenger or website chat
- Condition blocks that branch on message content, channel, date, time or any variable
- AI agent block, with its own brief, model and knowledge
- Notify a specific teammate, or round-robin across the team
- HTTP request to your own systems, with the response usable downstream
Message contains “price” → AI answers from your price list →
if the customer asks for a person → notify the sales team on WhatsApp →
otherwise → send the brochure PDF and tag the contact “interested”.
Variables everywhere
Any message can pull in the contact's name, phone, email, company or any custom field you have defined, plus values captured by the trigger or returned by an HTTP call. Type two braces and pick from the list — you do not need to remember the names.
- Contact fields and your own custom fields
- Values captured from the triggering message
- Order number, tracking link and totals on store-triggered flows
- Anything your own API returned earlier in the flow
See what ran, and what it did
Every run is recorded step by step, with the outcome of each block. When something does not fire the way you expected, you can look at the actual execution rather than guessing — including the exact reason a message was not delivered.
- Per-run history showing each block and its result
- Honest failure reasons, including WhatsApp's 24-hour window
- Turn a flow off without deleting it
- Duplicate a flow to try a variation safely
Building your first flow
Most teams start with an out-of-hours reply, then a welcome message, then order updates.
- 1
Pick a trigger
Start with “WhatsApp message” and either a keyword like “hi” or a catch-all so nothing is missed.
- 2
Add a reply
Send a short welcome that sets expectations — who you are and when a human is around.
- 3
Add the AI
Drop in the AI agent block, give it a brief and upload your FAQ, so most questions never reach your team.
- 4
Add an escape hatch
Branch on “talk to a person” and notify a teammate, so nobody gets stuck talking to a machine.
- 5
Turn it on and test
Message your own number. Watch the run history. Adjust and repeat — changes take effect immediately.