Introduction to Flow

A Flow is the core logic that the bot uses to decide what message to send or reply to your customers. It can be built using the visual drag-and-drop builder.

This guide will show you the function of each Card in a Block and how to use them.

Entry Point

An Entry Point defines the blocks to be sent to your customers when their messages match a Keyword Group. You can have more than one Keyword Group in a Flow, each connecting to the same or different block.

Keyword Groups

A Keyword Group has 2 options:

• Condition - Can be either Match or Contain.
  1. Match - The whole customer message must match the keyword. See the example.
  2. Contain - Part of the customer message must match the keyword. See the example.
• Keywords - One or more words to match with the customer message. See the best practice to learn how to create effective keywords.

Example:

Starting Block

A Starting Block defines where a Flow should start if customer is redirected to this Flow and is not triggered by keywords. You can only have one Starting Block per Flow. A Starting Block is marked with a green Start chip on the top of the Block.

Changing Starting Block

You can start your Flow at a different Block by changing the Starting Block. To change, hover over the Block, and click on the “Mark as Starting Block” icon button on the top.

Block

A Block is consist a set of Cards, all of which will be send / run when the Block is triggered. There are 3 types of Blocks:

• Content Block - The Cards in this Block are the ones that are sent to your customer in WhatsApp. It can be text, photo, video and more
• Action Block - The Cards in this Block are not sent to your customer, but are run on the background. It can be subscribing your customer to a Sequence, adding customer to CRM, or more
• Redirect Block - This will redirect your customer to another Flow in your bot

Connector

A Connector links 2 Blocks together, telling the bot to go from one Block to another. You can link to a Block from Buttons, Reply Match Group, Keyword Group or a Block.

They are shown as a gray line in the visual builder.

Connecting Blocks

You can connect one Block to another by:

• Dragging and dropping the gray circle
• Clicking on the gray circle, and select the Block to connect to

Content Cards

Content Cards are cards that will be sent to your customer and shown in WhatsApp. They should contain the main content you want to send to your customer, be it text, photo, or video.

Typing Animations

A Typing Animation will show “typing…” in your WhatsApp bot for the amount of time you set.

Recording Animations

A Recording Animation will show “recording audio…” in your WhatsApp bot for the amount of time you set.

Text and buttons

You can send text message to your customer, along with buttons (optional).

Image

You can send an image to your customer using the Image card. Simply upload your image to the card. You can optionally add a caption to the image.

Video

You can send a video to your customer using the Video card. Simply upload your video to the card. You can optionally add a caption to the video.

Audio

You can send an audio to your customer using the Audio card. Simply audio your image to the card. It will appear as a voice message in WhatsApp.

Attachment

You can send an attachment such as PDF file to your customer using the attachment card. Simply upload your attachment to the card.

Process Reply

You can match customer’s reply to appropriate Block using the Process Reply card. To match a customer reply:

1. Add Process Reply to the Block.
2. Click on Add / Edit Match Group
3. A right panel will appear. Here, you can create one or more Match Group. A Match Group is used to capture customer reply based on its intent.
4. Click on Add Match Group. A list of categories will appear. Select the one that is most appropriate to your expectation. If none of the categories match your expected reply, select Others. The example below shows creating a group that matches when customer reply is similar to “Yes”.
5. After creating the group, ChatMamba will automatically match customer reply to this cateogry using machine learning. You can also specify one or more keywords to match with customer reply to consider this group a match.
6. After that, close the panel. You can then tell the bot to direct your customer to the block you want if this cateogry matches his/her reply by connecting the Match Group to the Block.
7. Finally, you can save the Flow and test it to make sure that it is working as expected.

Action Cards

Add to CRM

Set User Attribute

An attribute is like a feature of a customer. For example, you can set a customer’s First Home Buyer attribute to Yes using this Card. This can help you to manage your customers.

Remove User Attribute

Likewise, you can unset a customer attribute using this card.

Subscribe to Sequence

You can subscribe your customer to a Sequence automatically using the Subscribe to Sequence card. You can even subscribe your customer to multiple Sequences by adding the card multiple times.

Unsubscribe from Sequence

You can unsubscribe your customer from a Sequence automatically using the Unsubscribe to Sequence card.

Redirect Cards

Redirect Card is a special type of action that allow you to reuse the Flow you have built. For example, when creating a Broadcast, you can redirect your contact to an existing Flow. This can save you time, and can help in organizing your Flow to ensure a unified experience for your customer.

Redirect to Flow

You can redirect your customer from one Flow to another using the Redirect to Flow card.

By default, the redirected Flow will start from its Starting Block. You can also choose to start the Flow from a different Block.