Click 
button to copy an action.
Click 
button to delete the action.
Click 
button to add a next step action.
With CloudCX, you can create one WhatsApp flow used for each WhatsApp account. |
You can create a Flow either of your own or by selecting from the pre-built template.
Go to your system CloudCX installation domain, and log in with the admin account.
From the left navigation menu, go to Automation> Flow Builder > Flows.
Click on the “+” button to create a new flow.
Select Wait for incoming WhatsApp message that will trigger your WhatsApp flow. Then click Next.
The New Flow page appears. If you want to create a custom flow, you can click Create your own to create; If you'd like to collect lead info via the Flow, you can select the Lead Generation template, and click Create. To learn more on the templates, see Flow Templateshttps://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/58261530#Flow-Templates. We'll take the Create your own flow as a sample.
The Flow builder page is displayed with a Start Action. To learn more about these actions, see Flow Actions https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/316997797#Flow-Actions.
In the Flow builder page, click the flow name on the top right to customize your flow’s information. You can create a name for the flow, and add the description for this flow.
Click the Start action to select a WhatsApp account for this flow. If there is no account can be selected, click Setup a WhatsApp Channel Account switch to Inbox > Channel > WhatsApp to add WhatsApp account first, you can find more details from WhatsApp 3.1.4 WhatsAPP.
You can do one of the following to add actions:
Select and drag the flow action from the left Add Step menu to the Flow Builder area and connect them in a guided workflow.
The “!” in Start action, that means the Flow is not completed, you need to search the action with “x errors” and complete that action. When the Flow is completed, the “!” will be disappeared.
The “!” in Start action, that means the Flow is not completed, you need to search the action with “x errors” and complete that action. When the Flow is completed, the “!” will be disappeared.
Click the “+” in the Start action and select an action to add.
When you select an action, you can do the following:
Click button to copy an action.
Click button to delete the action.
Click button to add a next step action.
You can add flow actions based on your request, you can find more details about flow actions from Flow Actions https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/316997797#Flow-Actions.
Now, you can click Publish to publish the Flow. After publishing this flow, this flow will be triggered when a customer sends messages to this WhatsApp account.
Your Flow building process revolves around the set of actions connected in a guided workflow, whether you build a custom flow or from a template. Only agents who have permission can use these Actions to build a Flow.
Actions | Description |
|---|---|
Send WhatsApp message | This action allows you to send a message to the visitor. The message including Text, Media, Interactive, Template. |
In Send Content actions, you can do the following:
Text:
Input a text, the text can add special characters and insert dynamic info.
(Optional) Enable the action Wait for a response, set the timeout duration for this interactive action, and select or create a variable for customer’s response.
Media:
Select the media type, the media supports Image, Audio, Video, File, Location.
Input the media URL, the media URL can be opened, and the media can be downloaded from the URL.
(Optional) Input the caption for the media.
(Optional) Enable the action Wait for a response, set the timeout duration for this interactive action, and select or create a variable for customer’s response.
Interactive:
Select the option type, the option supports Reply buttons and List.
(Optional) If you choose Reply buttons, select the Header type, the header supports Text, Image, Video, and Document.
Fill in the Header. If the Header type is Image, Video, or Document, you need to input the image, video or document URL to the Header URL.
Input a message to the Body, the message with a maximum of 1024 characters.
(Optional) Fill in the Footer.
Add options, if you choose Reply buttons, you can add up to 3 options; if you choose List, you can add up to 10 List items in one section or in more than one sections.
Enable the action Wait for a response, set the timeout duration for this interactive action, and select or create a variable for customer’s response.
Template:
Select and click a template under this WhatsApp account. Also, you can select a language in L
(Optional) Enable the action Wait for a response, set the timeout duration for this interactive action, and select or create a variable for customer’s response.
All the templates are collect from your WhatsApp account, if there is no template can be selected, you need to go to Meta WhatsApp Manager > message templates > Manage templates to create.
All the templates are collect from your WhatsApp account, if there is no template can be selected, you need to go to Meta WhatsApp Manager > message templates > Manage templates to create.
Actions | Description |
|---|---|
Wait for a response (Deprecated) | This action allows you to collect customer responses and assign the response to a variable value. |
Actions | Description |
|---|---|
Reassign Ticket | This action allows you to reassign the ticket to a specific agent, chat queue, or reassign the ticket based on the Inbox's routing rules. |
Branch | This action allows you to set specific user paths for different conditional steps in the flow. |
Date/Time | This action allows you to control flows based on time and date. |
Let AI Agent answer | This action allows you to transfer to AI Agent. Click Set AI Agent live for chat to learn more. |
Jump to | This action allows you to jump to the previous Step without having to achieve the goal by connecting the line backward. |
In Flow Operations actions, you can do the following:
Reassign Ticket:
Reassign the ticket to a specific agent, chat queue, or reassign the ticket based on the Inbox's routing rules.
Branch:
Click Add new branch to enter the new branch edit page.
Define the logical expression, you can use meet all, meet any, or use logic expression to trigger the branch.
Click 
button to add a condition for the branch to trigger.
If you select “use logic expression” to set routing rules, please note：
Conditions need to be added before input expression, otherwise the system will prompt “Invalid logical expression.”
The parentheses must come in pairs and be written as half-width.
Or, And are not case sensitive. Space should be added before and after.
The precedence of logical operators in order from highest to lowest is: (), And, Or.
The number used in the expression must exist in the identifier number list.
If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the branch will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier number.
If you select “use logic expression” to set routing rules, please note：
Conditions need to be added before input expression, otherwise the system will prompt “Invalid logical expression.”
The parentheses must come in pairs and be written as half-width.
Or, And are not case sensitive. Space should be added before and after.
The precedence of logical operators in order from highest to lowest is: (), And, Or.
The number used in the expression must exist in the identifier number list.
If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the branch will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier number.
Date/Time:
Select a Timezone for this WhatsApp flow.
Click Add new branch to enter the new branch edit page.
Fill in a name in Condition Name.
Select Within or not for the below data and time.
Configure the time, weekday and date. If you don’t configure any data in time, weekday and date, the time in this condition is Always.
(Optional) Click New OR Rule to add a new time in this condition.
(Optional) Click Add new branch to add another condition and configure time.
Let AI Agent answer: Transfer the WhatsApp conversation to an AI Agent. For more settings, please click Set AI Agent live for chat to learn more.
Jump to:
When the flow you set has multiple branches, and a customer who has completed one of the branch processes wants to return to the main menu to make a new selection, in addition to supporting you in manually reconnecting this step component to the main menu component, we also provide the "Jump to" method.
Drag out a "Jump to" component and click on it. At this time, you can select any component you want to return to, which maximally ensures the readability of the flow page.
Actions | Description |
|---|---|
Set value | This action allows you to set values for Flow Variables, Custom Variables and Ticketing Fields. |
Send an email | This action allows you to send emails. For example, you can send the visitor's information to the company's lead collection email box. |
HTTP Request | This action allows you to make an HTTP Request component that includes triggering a webhook and fetching variables. |
Webhook | This action allows you to create a webhook request step that notifies the system about events that occur in an external system, and we will generate a URL that accepts POST calls with JSON-formatted payload. |
In Advanced actions, you can do the following:
Set value:
You can set a certain value for the variable, or input “{{“ to awake the Variable selector to select a variable as the value, the value will be displayed in Collected Leads https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/58261530#Collected-Leads.
You can set value for Ticketing Field and the value will be displayed in Agent Panel > Inbox > Ticket. The fields are as follows:
Fields | Description |
|---|---|
Subject | Ticket Subject. |
Priority | Select the priority of Ticket from the drop-down list. |
Status | Select and set the status of Ticket from the drop-down list. |
Custom Ticket Variable | Custom Ticket variables. |
You can use the "Ticket Status" variable in Set Value to set the Ticket as resolved without the need for manual operation by the Agent when the customer fails to reply within the time limit or when the flow ends. |
Send an email:
Configure the pre-defined email, the system will automatically send an email when it gets the visitor’s information.
HTTP Request:
You can make an HTTP Request component that includes triggering a webhook and fetching variables. You can find more details from HTTP Request steps in Flow Builder.
Webhook:
You can create a webhook request step that notifies the system about events that occur in an external system, and we will generate a URL that accepts POST calls with JSON-formatted payload. You can find more details from Webhook steps in Flows Builder.