Chatbot flows

A flow is a small chatbot made of steps.

Step types

Step	What it does
Message	Sends text, then continues to the next step
Message with buttons	Text plus up to 3 reply buttons (labels ≤ 20 characters); waits for a tap
Menu list	Text plus a menu of up to 10 options; waits for a pick
Ask a question	Waits for any reply and saves it to the contact (e.g. as email)
Hand over to a person	Sends text, ends the flow and flags the chat "Wants a person" in the Inbox

Each button or option chooses where to go next, or ends the flow.

Triggers

• Keyword — someone sends MENU, HI… (exact match, any case).
• First message — someone messages your number for the first time (replaces the welcome message).

Behaviour

• People can tap a button or type its label or number ("2").
• An answer that doesn't match re-asks the same step.
• Sending the trigger keyword again restarts the flow.
• A person replying from the Inbox, or STOP, ends the flow for that chat.
• A flow left unanswered for 24 hours expires.
• Loops of plain messages with nothing waiting for a reply are rejected when you save.

Build one

Dashboard: Chatbot flows → New flow. It starts from an example menu, with a live phone preview on the right that runs exactly the same logic as the real bot.

Chat: "Build a menu for MENU with Pricing, Support and Talk to a person; on Support ask for their order number." The assistant drafts it, shows you, then calls save_flow. New flows are saved switched off until you turn them on.

Flow messages answer an incoming message, so they're inside the 24-hour window and free from Meta. They count toward your monthly allowance.