Automatic replies and flows

On the Automations page, set your opening hours for each day of the week, in your workspace's time zone. When you're closed, customers who write in get your away message (once per conversation), and new chats aren't shared out to the team until you reopen.

• Welcome reply: sent automatically the first time a new contact messages you.
• Keyword replies: sent when a message matches a word you choose. It can match the whole message, contain the word, or start with it. Capital letters don't matter.
• Replies are checked in the order you set. The first one that matches is sent, and the rest are skipped.
• A reply can also add a tag, change the lead stage, or pass the chat to a person on your team.

1. 1On the Flows page, create a new flow. Drag steps onto the page and connect them.
2. 2Steps can send a message, ask a question, go different ways depending on the answer, wait, tag a contact, pass the chat to a team member, or send details to another system.
3. 3Choose what starts the flow: a keyword, a button the customer taps, or a new conversation.
4. 4Try the flow out with the built-in test before you turn it on.
5. 5Publish it. If a customer stops halfway, the flow picks up where they left off when they come back.

WhatsApp Flows let you show a short form right inside the chat, which is great for bookings, sign-ups and surveys. Build the form on the In-chat forms page, send it to Meta for approval, then send it from a template button or a step in a flow. Answers are saved on the contact and can start a follow-up flow.