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AI Agents & ChatbotsWorkflow Bot

Workflow Bot

A Workflow Bot uses a visual flow builder to define structured conversation paths. Unlike the Chat AI Agent (which responds freely), a Workflow Bot follows a defined script — collecting data, sending messages, and taking actions at each step.

Create a Workflow Bot

  1. Go to AI Agents
  2. Click + New Agent
  3. Select Workflow Bot
  4. Enter a name
  5. Click Create — you’ll be taken to the Flow Builder

How Workflow Bots Work

A bot flow is a connected graph of nodes. When a trigger fires, the bot executes nodes one by one:

Trigger (On Message / On CTWA Ad)
        ↓
  Send a message
        ↓
  Ask a question → Save answer to contact
        ↓
  Condition: Was answer "Yes"?
    ↓ Yes            ↓ No
  Send callback    Send goodbye
  request message  message

Triggers

Every bot flow starts with an On Message trigger node that defines when the bot activates:

TriggerDescription
For Any MessageBot activates on every incoming message
For Specific KeywordsActivates when message matches keywords (e.g. “Hi”, “Start”, “Menu”)
For Any CTWA AdsActivates when message comes from any Click-to-WhatsApp ad
For Specific AdsActivates only for specific CTWA source IDs

Trigger Behavior Options

OptionDescription
Only once per new contactBot runs only the first time a new contact messages
Only if chat is resolvedBot only activates for resolved conversations

Set as Default Bot

To have the bot handle all inbound messages automatically:

  1. On the AI Agents list page
  2. Click the ⭐ star icon next to your Workflow Bot
  3. It becomes the default — all unassigned conversations are handled by this bot

Publish the Bot

After building and testing your flow:

  1. Click Publish in the flow builder
  2. Status changes from Draft to Published
  3. The bot is now live and active

Unpublished (Draft) bots do not process messages even if set as default.

Session Management

The bot tracks each contact’s progress through the flow using sessions:

  • Sessions are stored per contact per flow
  • If a contact stops mid-flow and messages again, the bot continues from where they left off
  • Sessions expire after 24 hours of inactivity — the next message restarts the flow

Nested Bots

You can call one Workflow Bot from another using the AI Agent Node. This allows modular, reusable sub-flows.

Chat AI AgentFlow Builder