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Chat flows reference
Every step type in the flow builder, what it does and how triggers work.
A flow is a graph of steps that starts from a trigger. Draft as long as you like; only the published version runs. Publishing validates the flow and lists anything that needs fixing.
Triggers
| Trigger | Starts when |
|---|---|
| Keyword | An incoming message contains or equals one of your keywords |
| Incoming message | Any message arrives (with a per-contact cooldown) |
| New contact | A contact is created |
| Campaign reply | A contact replies to a broadcast |
| Event | An event with a given name arrives from the API or an integration |
| Manual | You run it from the dashboard or the API |
Steps
| Step | What it does |
|---|---|
| Send message / media | Sends text, an image, video, audio or document |
| Buttons / List menu | Up to 3 quick-reply buttons or up to 10 list rows; each option is a branch |
| Send template | Sends an approved template (works outside 24 hours) |
| Ask a question | Waits for a reply, validates it (text, email, number, date, choice) and saves it |
| Condition | Branches Yes/No on tags, saved details, answers or keywords |
| Wait | Pauses for minutes, hours or days |
| Add / remove tag, Set detail | Updates the contact |
| Assign agent | Assigns the chat to a person or by your assignment rules |
| Call webhook | Sends the contact and variables to your URL and reads the JSON response |
| AI reply | Answers from your knowledge base |
| Hand over to human | Stops automation and notifies your team |
| Create deal / Move deal | Adds the contact to your sales pipeline or moves their open deal |
| Payment link | Creates a Razorpay payment link and sends it in the chat |
| End | Finishes the flow |
Merge fields
Use {{first_name}}, {{name}}, {{phone}}, {{trait.city}} for saved details and {{var.answer}} for answers collected earlier in the flow.
Loops must wait
A loop that never waits for the contact would run forever, so publishing rejects it. Add a question or a wait inside the loop.Something missing or unclear? Tell us and we'll improve this page.