This guide builds a small but complete workflow: greet the customer, show Sales and Support buttons, and route each choice to the right team. By the end you'll know how every part of the builder works.
Step 1 — Open Workflow and create a flow
From the sidebar, open Workflow. You'll see your existing flows (or an empty state). Click Create Flow.
In the dialog, fill in:
- Channel — WhatsApp Official or Instagram (required). A flow only works on the channel type you pick here.
- Flow Name — e.g.
Welcome Flow - Description — optional, e.g. "Greet customers and route to a team"
Click Create & Open Builder.
Step 2 — Meet the canvas
The builder opens with a single Start node — the entry point of every flow. You add steps by clicking the blue + button under a node and picking from the menu. Select a node to edit it in the Properties panel on the right.
Step 3 — Add your first condition
Click + under Start and choose First Message Text. In the Properties panel, enter the keywords that should trigger this path, separated by commas:
Code
Step 4 — Send a greeting with buttons
Click + under your condition and choose Add Message with Buttons. In Properties:
- Write the message, e.g.
Hi! How can we help you today? - Add two buttons:
SalesandSupport
A button message can carry up to 10 buttons and 5 media attachments. You can personalize text with variables like {{contact.name}}.
Step 5 — Branch on the button
Under the message node, click + and add a Button Response. Set its button text to Sales. Add a second Button Response for Support. Each one becomes its own path.
Step 6 — Route each branch to a team
Under the Sales branch, click + → Add End Flow → Human Agent, then pick your Sales team in Properties. Do the same under Support.
An End node is where the flow stops and hands the conversation off. Every path must finish at an End node (or route to your AI Agent).
Step 7 — Fix any issues, then save
If something's incomplete, a validation panel appears at the top-left listing each problem. Click an issue to jump to the node and fix it. When everything checks out, the Save button turns active.
Click Save. You'll see a Workflow saved successfully toast, and the header updates to Last saved ….
Saving stores the flow, but it isn't live until you attach it to a channel. See Activating Workflow on a Channel.
What's next
- Activating Workflow on a Channel — make it live
- Workflow Building Blocks — every node in detail
- Common Workflow Patterns — more recipes to copy