Give WhatsApp support conversations a clear path
Collect the issue, separate common questions from detailed requests, and give customers a useful response without rebuilding the same conversation every time.
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A conversation with a clear next step
Start support with context rather than a long list of generic replies. Ask for the issue category and the details needed to investigate it. Use rules for known answers, an API for information from your systems, or an AI block with configured knowledge where available. Explain what happens next when a request needs your team’s attention.
- 01
Ask whether the issue concerns an order, account or product.
- 02
Collect a reference and a short description.
- 03
Look up relevant information or follow a known answer path.
- 04
Reply with context or record the request for follow-up.
Build the conversation your business needs
Start with the right questions
Capture the information needed for each category instead of asking everyone the same questions. Use validation and branches to keep requests consistent and actionable.
Ground replies in your information
Where enabled, configure knowledge for AI-assisted answers or query your own service through HTTP. Keep a defined fallback for missing information and provider failures.
Understand what happened
Inspect messages, captured values and execution events in the run history. Flow analytics can help you investigate where people stop responding when that feature is enabled.
Try the visual editor without an account. Live messaging requires a workspace and a configured WhatsApp connector. AI providers and messaging services may charge separately.
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