Flow Node Reference

A chatbot is made of steps, also called blocks or nodes. This page lists every step you can add in the flow builder, grouped the same way as the list on the left of the builder.

Add a step

Find the step
In the flow builder, look through the groups in the list on the left, or type in Search steps. For example, type ask to see every step that asks the customer something.
Search steps finds any step by name
Add it
Click the step to drop it in the middle of the canvas, or drag it to where you want it.
Connect and fill it in
Drag a line from the step before it, then fill in the step's fields. Click Save at the top right when you are done.

Some steps work on WhatsApp only, and Instagram bots have a few steps of their own. The list only shows the steps that work on your bot's channel.

Trigger

On Message

The start of every flow. Each flow has exactly one.

Start this flow when:

A customer sends a message. Then under Which messages, pick Any message or Keywords only. With keywords, How to match is Whole message (the message must be exactly the keyword) or Contains keyword (the keyword can be anywhere in the message). Match capital letters makes Price and price count as different words.
A customer taps your ad (Click-to-WhatsApp ads on Facebook or Instagram). Pick All ads or Only some ads and paste the Ad IDs.

Who it runs for: Every matching message, New contacts only (their very first message to you), or Resolved chats only (when a resolved chat gets a new message).

The On message step with keywords hi, hello and menu, Contains keyword selected and Every matching message — The On message trigger

Instagram bots have different triggers. See Instagram bots.

Send messages

Step	What it sends
Send text	A plain text message. Use `{{variable}}` to add a saved answer
Send media	An image, video, audio or document, with an optional caption
Ask button message	A message with up to 3 reply buttons. Each button gets its own path
Ask list message	A message with a button that opens a list of options, in sections
Send CTA	A button that opens a link
Send template	An approved WhatsApp template, with its variables filled from saved answers or contact details
Send carousel	Cards the customer scrolls through
Send catalog message	Opens your whole WhatsApp store
Send single product	One product card with its price
Send multi-product	Up to 30 products in one message
Send product carousel	2 to 10 product cards the customer can swipe

Ask and collect input

Ask steps send a question and wait for the customer's reply before moving on. The answer is saved under the name you give it, so later steps can use it.

Step	Collects
Ask question	Any reply, with the reply type you pick
Ask choice	One of a few choices, shown as buttons
Ask text	Any text reply
Ask number	A number
Ask phone	A phone number
Ask email	An email address
Ask date	A date
Ask URL	A website link
Ask media	A photo, video or audio
Ask file	A document
Ask location	The customer's shared location

Common settings on ask steps:

Setting	What it does
Question	The message the customer sees
Save answer to / Save to variable	The name the answer is saved under
Ask again up to / Attempts	How many times to ask again when the reply is not valid
Retry message	What to send when the reply is not valid
Customers can skip this question	Lets the flow move on without a valid answer

Logic and flow control

Condition

Sends the customer down one of two paths. Pick the Variable to check, a Rule, and a Value. The green True dot leads where the rule matches, the red False dot where it does not.

Rules: Equals, Does not equal, Contains, Ends with, Is more than, Is less than, Is close to, Is an email address, Is a phone number, Matches a pattern.

Delay

Waits before the next step. Set Wait for and the Unit (Seconds, Minutes or Hours).

Jump to flow

Continues in a different chatbot. Pick the Flow to go to, and turn on Pass saved answers along to keep what the customer already told you.

Stop

Ends the flow here.

Variables and data

Step	What it does
Set variable	Gives a variable a value
HTTP request	Sends a request to another service (Method, URL, headers, Body), and can save the reply with Save response to
JSON extract	Picks fields out of an HTTP reply so later steps can use them

AI and automation

Step	What it does
AI agent	Hands the chat to one of your Chat AI agents. It replies like a team member until the time limit ends or the customer sends a stop word, then the flow carries on
AI generate text	Writes a reply or a value with AI from your instructions

AI steps are charged from your wallet. See AI credits and pricing.

Contact management

Step	What it does
Update columns	Changes values on the contact, for example saves their city
Update tags	Adds tags to the chat
Assign conversation	Gives the chat to a team member, or with A team puts it in a team's queue for anyone on the team to pick (or, in a team that shares chats by itself, gives it straight to one person on it), with an optional message and internal note. Notify the team sends the team a New chat in notification when the chat waits in the queue
Unassign conversation	Takes the chat off its team member
Resolve conversation	Marks the chat as resolved
Start drip campaign	Adds the contact to a follow-up sequence

Integrations

Step	What it does
Send email	Sends an email from your account (needs email marketing on your plan)
Slack notify	Posts to a Slack channel
HubSpot CRM	Creates a contact or deal in HubSpot
Zendesk ticket	Opens a support ticket in Zendesk
Razorpay payment	Creates a Razorpay payment link (for accounts in India)
Google Sheets	Adds a row to a Google Sheet

Notes

Comment leaves a note on the canvas for your team. Customers never see it.

Fallback and intents

Two replies go out outside the flow. Open them with Fallback and intents in the builder's top bar. See Workflow bot.