> For the complete documentation index, see [llms.txt](https://docs.hablla.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.hablla.com/hablla-docs-en/hablla/settings/connections-and-integrations/whatsapp/how-to-create-an-inbound-flow-on-whatsapp.md). # How to create an inbound flow on WhatsApp An inbound WhatsApp flow is an essential automation for defining how your customers will be welcomed when they contact your company through your number. At Hablla, this simple setup allows you to customize the initial experience, ensuring that interactions with your audience start efficiently and professionally. To make it easier to understand, we divided this step-by-step guide into **three steps**, guiding you in a practical way through creating your **first automation flow**: * **First step - Creating the flow inside Studio** * **Second step - WhatsApp components** * **Third step - Add the transfer and publish the flow** ### **What do you need before you start?** Before setting up your automation flow, it is important to make sure that a few prerequisites are in place so the process is quick and hassle-free. Check our checklist: * [**Create a Department in Hablla:**](https://hablla.com/como-criar-setores-dentro-do-hablla/) organize and categorize your company's interactions with customers to make management easier. * [**Have an active WhatsApp connection:**](https://hablla.com/como-configurar-o-whatsapp-no-hablla/) how to register your WhatsApp number on the Hablla platform. * [**Attendant user configured**](https://hablla.com/como-adicionar-novos-usuarios-ao-time/)**:** register at least one user as an attendant and send the invitation to the workspace ### First step - Creating the flow inside Studio 1. Already logged into your account, access the menu **Support**. At the top of the screen. Click on it for the next step.
2. Inside **Support** find the menu **Lead qualification bot** and click on it next.
3. In the top-right corner of the screen, you will find the button **+Add flow**, click on it.
4. Give the flow a name and a brief description of it. Then click save.
5. The first step is complete and your flow has been 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 **Start** icon allows you to set up different automations; however, for this flow, we will start with the **Inbound WhatsApp**component, which will start serving your customers.
2. In the bottom menu, locate and click the WhatsApp icon. When you select the component, you will see the available action options for your flow. Look for the **Inbound WhatsApp** component to begin the setup.
3. Next, drag the option **Inbound WhatsApp** to your flow. This will allow you to begin setting up customer service efficiently.
4. When you click 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.
5. This channel corresponds to the WhatsApp number registered in your Hablla account. Select the registered channel you will use for this flow.
6. With the **Inbound WhatsApp** component configured, you can already receive messages through Hablla. Now, we need to send an initial message to customers. To do this, we will use the **WhatsApp Message.**
7. **Select and drag** the **WhatsApp Message** component to the flow. As soon as you do this, it will appear as follows:
8. 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.
9. When you save, the message will be displayed inside the component, confirming that your setup is complete.
10. Now we can connect the previous component to the message. Click the circle next to the component **Inbound WhatsApp**, hold it, and drag it to the circle of the component **WhatsApp Message** to establish the connection between them.
11. In our example, we want to find out which department the customer wants to speak with. For this, we will use the **WhatsApp Question**.
12. Drag the component **WhatsApp Question** to the screen, and it will appear in the same way as the other components.
13. Click the component **WhatsApp Question** to open the settings. In **Type** the system identifies the interaction you want to create with the lead. Select **Interactive** to activate 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 you want to make available to customers. Remember that in WhatsApp the response type **Buttons** allows up to **three options**.
14. Connect the question component to the previous welcome message component. This will ensure that 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 transfers to the departments the customer chooses. To do this, click the components menu at the bottom of the screen again and select the **Transfer**. Click the component **Hablla** to enter, as shown in the image.
2. Drag the component **Transfer** to the flow and connect it to one of the response options of the **WhatsApp Question**.
3. Click the component **Transfer** and select the department to which support will be directed. If you wish, you can also choose a specific user who will receive these requests.
4. Example: select the department **Support** and click **Save** to finish the setup.
5. Repeat the process for the other departments, connecting each response option to the respective desired department.
6. Done! We now have a basic inbound flow configured. This is just an example. Feel free to add other messages and questions, adapting the flow to the specific needs of your company. For it to start working, it needs to be activated. To do this, click the icon next to the option **Inactive** to make it **active**.
7. Now it's time to save all your changes! Click **Publish** to confirm your changes. Remember: whenever 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 ready! Now, when you receive messages on your WhatsApp, customers will go through the flow you just created. 🎉 To test it, send a "hi" to the registered number and see your flow in action! Ready to offer an amazing customer service experience!** **ℹī¸ Note:** This documentation covers only how the feature works. For information about billing, costs, or commercial terms, please refer to the current contract or contact the responsible department. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.hablla.com/hablla-docs-en/hablla/settings/connections-and-integrations/whatsapp/how-to-create-an-inbound-flow-on-whatsapp.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.