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Retail & e-commerce

Answer product questions, capture purchase intent and follow up on the channels your shoppers use.

Product guidance from maintained knowledge

Purchase requests and follow-up in one thread

Consent-based offers to eligible segments

See how it fits

From the blog WhatsApp Business for Companies: Complete Guide Read the article

Flows & automation

Build visual workflows around conversation events

Published flows can react to supported conversation, message, comment, no-reply, AI-handoff, lifecycle, manual and campaign events, then run the steps and conditions you configure.

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Visual steps for common work

Connect messages, waits, questions, buttons, branches, assignment, labels, status, priority, teammate notifications and lead creation. HTTP, webhook and Google Sheets steps are available when technical setup is needed.

Triggers and conditions are separate

Choose an implemented event such as conversation created, message received, no reply or lifecycle changed, then narrow it with conditions such as channel, keyword, business hours or saved contact data.

Conversational runs avoid collisions

One active conversational flow drives a thread at a time, while instant background rules may run alongside it. Re-enrolment and reply-waiting guards reduce duplicate execution.

How it works

1
Choose one supported trigger, then add channel, keyword, hours, lifecycle or other conditions where applicable.
2
Connect the required messages, waits, questions, branches and workspace or integration actions on the canvas.
3
Review all outlets and use the button chat preview where relevant, then publish and run an end-to-end test conversation.
4
Check the visible start/end events, enrollment state and affected records; inspect application logs for external-step failures.

Best fit

Repeatable routing, intake, reminder and data-update processes whose conditions and fallback paths can be written explicitly.

Set up deliberately

Map the trigger, exclusions, owner, fallback and stop-on-reply behavior before adding steps.
Test every branch, timeout, provider window, missing field and integration failure with non-production contacts.
Publish only after review; stop the flow before editing, knowing that stopping cancels its active enrollments.

Confirm before launch

The visual editor previews button presentation, not a full simulation of every branch or external side effect.
Plans currently allow up to 200 steps per flow and 1,000, 2,000 or 5,000 new monthly automation starts; reaching the allowance blocks new starts while existing runs continue.
A configured flow can still fail because of invalid data, provider rules, unavailable AI, rate limits or external APIs; monitor the resulting records and logs.

Flows & automation

Common questions

Do I need a developer to build a flow?

Common message, wait, question, branch, assignment, label, status and lead steps use the visual builder. Webhook, HTTP and Google Sheets steps may need technical credentials, schemas and security review.

What can trigger a flow?

Supported triggers are conversation created, message or comment received, no reply, conversation resolved or opened, AI escalated, lifecycle changed, manual and campaign. Keywords, channel and hours are conditions rather than standalone triggers.

Can a flow use an AI agent?

Yes. An AI step can generate a draft for later steps without sending, or send and assign the conversation to that agent. Its intent outlets, maximum turns, actions, knowledge, credits and escalation path still need testing.