Actions, logic and conditions
After the trigger, a flow is built from blocks.
#Actions
| Block | What it does |
|---|---|
| Send Message | Sends a text or media message. Only works inside the 24-hour window. |
| Send Template | Sends an approved template. Works any time. |
| Add Tag | Adds a tag to the contact |
| Assign to a Person | Hands the conversation to a team member, or to the AI agent |
#Logic
| Block | What it does |
|---|---|
| Wait | Pauses the flow for minutes, hours or days, for example Wait 1 Day |
| Goal / Exit | Ends the flow for a contact when they reach a goal, such as replying or buying. Name the goal to measure conversions. |
#Conditions
Conditions split the flow into paths.
| Block | Splits on |
|---|---|
| If / Else | Any rule, such as a field value or a reply |
| Check Tag | Whether the contact has a tag |
| Lead Score | Whether the contact's lead score is above or below a number |
| Business hours | Inside business hours or Outside business hours |
| A/B Split Test | Sends a share of contacts down each path, so you can compare two messages |
#Chatbots
| Block | What it does |
|---|---|
| Interactive Menu | Sends a list of options the customer picks from |
| Quick Replies | Sends up to three buttons; each button leads down its own path |
| WhatsApp Catalog | Sends products from your catalog |
#Tips
- After every Send Template, add a Wait and a condition that checks whether the customer replied before sending the next message.
- Put a Goal / Exit at the point where the flow has done its job, so customers who reply or buy stop getting follow-ups.
- Keep flows short. Three or four messages are usually enough.