Automation and flows

Set opening hours per weekday in the workspace timezone under Automations. Outside those hours, inbound conversations receive your out-of-office message once per session, and round-robin assignment is suspended.

• Welcome reply: fires on the very first message from a new contact.
• Keyword rules: match exactly, contain, or start-with, and are case-insensitive.
• Rules are evaluated in priority order; the first match wins and stops the chain.
• Any rule can also apply a tag, set lead status, or hand off to a human.

1. 1Flow builder → New flow. Drag nodes onto the canvas and connect them.
2. 2Node types: send message, ask a question, branch on a condition, wait, tag a contact, assign to an agent, call a webhook.
3. 3Set a trigger — a keyword, a button payload, or a new conversation.
4. 4Test the flow with the built-in simulator before publishing.
5. 5Publish. Live sessions resume where they left off, with timeouts handled by the background worker.

WhatsApp Flows render a native multi-screen form inside the chat — ideal for bookings, lead qualification and surveys. Build screens under In-chat forms, publish to Meta, then send the form from a template button or a flow node. Responses land back on the contact record and can trigger a follow-up flow.