WhatsApp Bot Builder

Overview

The Bot Builder is a visual, no-code editor for creating WhatsApp chatbots. Design conversation flows by connecting blocks — no programming required.

Creating a Chatbot

1. Navigate to WhatsApp → Bot Builder

   From the sidebar, go to WhatsApp → Bot Builder.

2. Click Create Bot

   Click Create Bot to open the visual flow editor.

3. Name your bot

   Give your chatbot a descriptive name (e.g., “Welcome Bot”, “Support Bot”).

4. Build the flow

   Drag and drop blocks onto the canvas and connect them to create your conversation flow.

5. Test and publish

   Use the preview to test your bot, then publish it to make it live.

Chatbot Flows

A chatbot flow is a visual diagram of how your bot handles conversations. Each flow starts with a trigger and branches into different paths based on customer responses.

Block Types

Message Blocks

Send Message — Send a text, image, video, or document to the customer.

• Text message — Plain text with optional formatting
• Media message — Images, videos, documents, or audio files
• Interactive message — Messages with buttons or list menus

Input Blocks

Collect Input — Ask the customer a question and store their response.

• Text input — Free-form text response
• Number input — Numeric response with validation
• Email input — Email address with format validation
• Phone input — Phone number input
• Date input — Date picker
• Location input — Location sharing

Logic Blocks

Condition — Branch the flow based on conditions.

• Keyword match — Check if the customer’s message contains specific words
• Variable check — Compare a stored variable to a value
• Contact attribute — Check contact properties (e.g., language, tag)

Router — Route to different paths based on multiple conditions (like a switch statement).

Action Blocks

Actions — Perform operations within the flow.

• Set variable — Store a value for later use
• Add tag — Tag the contact
• Assign chat — Assign to a team member
• HTTP request — Call an external API
• Transfer to agent — Hand off to a human agent
• End conversation — Close the chat session

Variables

Variables let you store and reuse information within a chatbot flow.

System Variables

Variable	Description
{{contact.name}}	Customer’s name
{{contact.phone}}	Customer’s phone number
{{contact.email}}	Customer’s email
{{current_time}}	Current date and time

Custom Variables

Create custom variables to store information collected during the conversation:

• Collect input from the customer and save it to a variable
• Use variables in message templates: Hi {{name}}, thanks for your interest in {{product}}!
• Pass variables to HTTP requests or actions

Flow Settings

Configure your chatbot behavior:

• Trigger keywords — Words or phrases that activate the bot (e.g., “hi”, “hello”, “menu”)
• Business hours — Set when the bot is active. Outside business hours, show a custom message
• Fallback message — Message sent when the bot does not understand the input
• Session timeout — How long before an inactive conversation resets
• Priority — When multiple bots match, the highest priority bot responds

Tip

Set up a fallback message that offers options like “Type MENU to see options” or “Type AGENT to talk to a human” so customers are never stuck.

Best Practices

• Keep flows simple — Break complex bots into multiple smaller flows
• Use quick replies — Buttons and lists are easier for customers than typing
• Test thoroughly — Test every path in your flow before publishing
• Monitor and iterate — Review conversation logs to find drop-off points and improve