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: organize and categorize your company's interactions with customers to make management easier.
Have an active WhatsApp connection: how to register your WhatsApp number on the Hablla platform.
Attendant user configured: register at least one user as an attendant and send the invitation to the workspace
First step - Creating the flow inside Studio
Already logged into your account, access the menu Support. At the top of the screen. Click on it for the next step.
Inside Support find the menu Lead qualification bot and click on it next.
In the top-right corner of the screen, you will find the button +Add flow, click on it.
Give the flow a name and a brief description of it. Then click save.
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
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 WhatsAppcomponent, which will start serving your customers.
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.
Next, drag the option Inbound WhatsApp to your flow. This will allow you to begin setting up customer service efficiently.
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.
This channel corresponds to the WhatsApp number registered in your Hablla account. Select the registered channel you will use for this flow.
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.
Select and drag the WhatsApp Message component to the flow. As soon as you do this, it will appear as follows:
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.
When you save, the message will be displayed inside the component, confirming that your setup is complete.
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.
In our example, we want to find out which department the customer wants to speak with. For this, we will use the WhatsApp Question.
Drag the component WhatsApp Question to the screen, and it will appear in the same way as the other components.
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.
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
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.
Drag the component Transfer to the flow and connect it to one of the response options of the WhatsApp Question.
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.
Example: select the department Support and click Save to finish the setup.
Repeat the process for the other departments, connecting each response option to the respective desired department.
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.
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!
ℹ️ 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.
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