Build a WhatsApp Conversation Flow
A WhatsApp conversation flow is a scripted chatbot for a connected business number. It sends the messages you define and follows a route based on a customer's reply or button choice. Use it for a repeatable first response, such as greeting a new enquiry, offering choices, collecting a preference, and handing the conversation to your team. The flow is separate from an AI assistant: choose WhatsApp as the flow type when you want fixed messages and routes.
Admins and team members with permission to manage conversation flows can build and publish one. Assigning it to a WhatsApp number requires access to that number's integration settings. Ask your account admin if either control is unavailable.
Entry pointAutomation → Conversation Flows
Before You Start
- Connect a WhatsApp Business number in Brixi. See Link a WhatsApp Business Number.
- Sketch the greeting, each choice you will offer, what happens after each answer, and when a person should take over.
- Decide whether to start from scratch or use a WhatsApp template as a draft. Review all template wording and routes before publishing.
Create the Flow
- Open Automation → Conversation Flows.
- Select Create New Flow.
- Choose From scratch. In Create conversation flow, enter a Name, select WhatsApp under Type, and optionally add a Description.
- Select Create flow. Brixi opens the flow builder with a starting message.
To start from an example instead, select Create New Flow → From template library. Preview the WhatsApp template, select Use template, and edit the new draft in the builder.
The new flow appears as a Draft in Conversation Flows until you publish it.
Build the Customer Path
- Select the starting message on the canvas and replace the sample text with your own greeting. Give the step a clear Node name.
- Choose the message format that fits the step: Text, Image, Video, Document, or Interactive. Interactive layouts include Buttons, List, CTA URL, and Carousel.
- For a question with choices, add the reply options and route each one to the next step. For a typed reply, set the expected reply for each route. Make sure different routes do not use the same reply text.
- Add the next messages or actions from the builder sidebar and connect them to the preceding routes. Supported scripted actions include assigning or updating a contact, creating a task, and scheduling an appointment.
- Provide a sensible route for an unexpected reply, and finish the paths that should end the exchange. Keep a clear path for a customer who needs a person.
- Select Save Flow, then Validate. Fix any issues Brixi highlights in the steps or routes.
- Select Publish Flow. The flow should show Published in the builder and Active in the flow list.
For example, a property enquiry could greet the customer, offer View properties and Talk to an advisor, then show the relevant next message or route the conversation to the team. Test every choice before using the flow with customers.
Assign the Flow to a WhatsApp Number
- Open Automation → Integrations → WhatsApp.
- Find the connected number and open its card.
- Under Conversation automation, find WhatsApp flow.
- Choose your published flow from Assign a flow, then select Save.
Brixi should show WhatsApp flow assigned successfully. Only active WhatsApp flows are available for a new assignment. A number uses either one WhatsApp flow or one AI agent for automated replies, so assigning a flow replaces the agent on that number.
Send a message to the number from a test phone. Try each button or expected reply, confirm the next message, and check that the conversation appears in the Omnichannel Inbox. When you need to stop the flow, choose Unassigned in the same WhatsApp flow control and select Save.
If Something Does Not Work
| Issue | What to check |
|---|---|
| Create New Flow or Publish Flow is unavailable | Ask your admin to check your conversation flow access. |
| Validate finds problems | Check missing message content, incomplete routes, duplicate expected replies, and unattached steps. |
| The flow is missing from Assign a flow | Confirm its type is WhatsApp and its status is Active. Draft flows cannot be newly assigned. |
| The number does not reply | Confirm the number is connected, the flow is assigned to that number, and another automation has not replaced it. |
| A reply follows the wrong path | Reopen the flow, check the choice label or expected reply and its destination, then save and validate the change. |
Contact Brixi support if a published, assigned flow still does not respond on a connected number, or a validated route repeatedly sends customers to the wrong step. Include the flow name, number, test time, and the reply that triggered the problem.