How to create a responsive flow on WhatsApp

A WhatsApp receptive flow is an essential automation to define how your customers will be welcomed when they contact your company through your number. At Hablla, this simple setting allows you to customize the initial experience, ensuring interactions with your audience start efficiently and professionally. To make it easier to understand, we divided this step-by-step into three steps, guiding you practically in creating your first automation flow:

• First step - Creating the flow inside the Studio

• Second step - WhatsApp components

• Third step - Add the transfer and publish the flow

What do you need before you start?

Before configuring your automation flow, it's important to ensure some prerequisites are in order so the process is quick and trouble-free. Check our checklist:

• Create a Department in Hablla: organize and categorize your company's interactions with customers to facilitate management.

• Have an active WhatsApp connection: such as registering your WhatsApp number on the Hablla platform.

• Agent user configured: register at least one user as an agent and send the invite to the workspace

First step - Creating the flow inside the Studio

1. Once logged into your account, access the menu Support. At the top of the screen. Click it for the next step.

1. Inside Support find the menu Lead Qualification Bot and click it next.

1. In the upper right corner of the screen, you will find the button +Add flow, click it.

1. Give the flow a name and a brief description about it. Then click save.

1. The first step is complete and your flow is created. Now, let's move on to the next step and make your automation even more complete!

Second step - WhatsApp components

1. When accessing the flow, you will see the initial screen. The icon Start allows configuring different automations; however, for this flow, we will begin with the WhatsApp Receptive, which will start your customer service.

1. In the bottom menu, locate and click the WhatsApp icon. By selecting the component, you will see the action options available for your flow. Look for the component WhatsApp Receptive to begin the configuration.

1. Then, drag the option WhatsApp Receptive into your flow. This will allow you to start configuring customer service efficiently.

1. When clicking this component, a pop-up will appear on the right side of your screen. Here, you will need to choose which channel the flow will operate on. These channels correspond to the active WhatsApp numbers you have in Hablla.

1. This channel corresponds to the WhatsApp number registered in your Hablla account. Select the registered channel you will use for this flow.

1. With the WhatsApp Receptive component configured, you can already receive messages through Hablla. Now, we need to send an initial message to customers. For this, we will use the WhatsApp Message.

1. Select and drag the component WhatsApp Message into the flow. As soon as you do this, it will appear as follows:

1. When accessing this component, you will find two options: the message type and the message content itself. To start, select the message type as Text and then write the message you want to send to your customers.

1. When saving, the message will be displayed inside the component, confirming that your configuration is complete.

1. Now we can connect the previous component to the message. Click the circle next to the WhatsApp Receptivecomponent, hold and drag to the circle of the WhatsApp Message component to establish the link between them.

1. In our example we want to find out which department the customer wants to speak to. For this, we will use the WhatsApp Question.

1. Drag the WhatsApp Question component onto the screen, and it will appear the same way as the other components.

1. Click the WhatsApp Question component to open the settings. In Type the system identifies the interaction you want to create with the lead. Select Interactive to enable the button option. Then write the introductory message that will accompany the buttons, guiding the customer in choosing the department. 13.1.Select the Response Type as Buttons and add the departments of your company that you want to make available to customers. Remember that on WhatsApp the response type Buttons allows up to three options.

1. Connect the question component to the previous welcome message component. This will ensure the customer receives the question right after the initial message. As in the image below.

Third step - Add the transfer and publish the flow

1. With the question configured, let's now allow transfer to the departments the customer chooses. For this, click again on the components menu at the bottom of the screen and select the Transfercomponent. Click the Hablla component to enter, as shown in the image.

1. Drag the Transfer into the flow and connect it to one of the response options of the WhatsApp Question.

1. Click the Transfer and select the department to which the service will be directed. If you wish, you can also choose a specific user who will receive these services.

1. Example: select the Support department and click Save to complete the configuration.

1. Repeat the process for the other departments, connecting each response option to the respective desired department.

1. Done! Now we have a basic receptive flow configured. This is just an example. Feel free to add other messages and questions, adapting the flow to your company's specific needs. For it to start working, it needs to be activated. To do this, click the icon next to the Inactive option to make it active.

1. Now it's time to save all your changes! Click Publish to confirm your modifications. Remember: every time you make adjustments to the flow, it's essential to click this option to ensure everything is saved. Let's get everything ready to work! 🚀

And it's all set! Now, when you receive messages on your WhatsApp, customers will go through the flow you just created. 🎉 To test, send a "hi" to the registered number and see your flow in action! Ready to offer an amazing service experience!