Flows

Flows allow you to automate customer conversations using predefined steps, messages, and actions.
They help guide customers, reduce manual replies, and ensure consistent responses across teams.

Flows are commonly used in WhatsApp conversations for support, sales, and information collection.

What Are Flows?

A Flow is a step-by-step automated conversation that can include:

• Automated messages
• Quick reply buttons
• Conditional steps
• Handover to agents
• Ticket creation or assignment

Flows run automatically based on triggers or customer actions.

Why Use Flows?

Flows help you:

• Respond instantly to customers
• Handle repetitive questions automatically
• Guide customers through options
• Reduce agent workload
• Maintain consistent communication

Accessing Flows

To access Flows:

1. Log in to RateUp
2. Navigate to WhatsApp Features
3. Click Flows

From here, you can view, create, and manage all your conversation flows.

Flow Overview

The Flows page displays:

• List of existing flows
• Flow status (Active / Inactive)
• Options to edit or delete flows

Creating a New Flow

To create a new Flow:

1. Click Create Flow
2. Enter a Flow name
3. Choose a trigger (for example, new message)
4. Add conversation steps

Each step defines how the system responds to the customer.

Flow Steps Explained

A Flow can include multiple steps such as:

Automated Message

• Sends a predefined message to the customer
• Can include text, emojis, or formatting

Quick Reply Buttons

• Allows customers to select from predefined options
• Each option can lead to a different step

Condition

• Routes the conversation based on customer input
• Useful for decision-based flows

Assign to Agent or Team

• Transfers the conversation to a human agent
• Ends automation and starts manual handling

Using Flows in Conversations

When a Flow is triggered:

• Automated messages appear in the chat
• Customers interact using buttons or replies
• The conversation progresses through the defined steps

Agents can monitor the flow execution in real time.

Flows and the 24-Hour Window

Flows follow WhatsApp’s 24-hour messaging policy.

• Flows can run freely within the 24-hour window
• After 24 hours, only approved WhatsApp Templates can be sent
• Once the customer replies, the flow can continue again

Pausing or Stopping a Flow

Flows can be stopped when:

• The conversation is assigned to an agent
• The flow reaches its final step
• An admin manually disables the flow

This ensures automation does not interfere with human interaction.

Role-Based Access

Business Admin

• Can create, edit, activate, and delete flows

Manager

• Can manage flows based on permissions

Agent

• Can view flow activity in conversations
• Cannot modify flows

Best Practices

• Use flows for common and repetitive queries
• Keep messages short and clear
• Avoid creating very long flows
• Always provide a way to reach a human agent
• Test flows before activating them

Common Use Cases

• Welcome messages
• Menu or catalog navigation
• Order enquiry handling
• Lead qualification
• Support triage

What’s Next?

Continue to Templates to learn how approved WhatsApp templates are used for re-engagement and outbound messaging.