Skip to main content

Flow Builder

This guide explains how Flows Builder works and how to troubleshoot common issues related to flow triggers, buttons, Meta Ads flows, and visibility issues.

Overview​

Flows Builder helps you design automated conversational journeys for customers using:

  • Single Message Flows
  • General Flows
  • Campaign Flows
  • Meta Ads Flows
  • Utility Message Flows

Video Tutorials​

Common Issues & Solutions​

Customer flow not working as expected or flow stops prematurely​

  • Template Check: If the flow is linked to a notification, ensure the template is set to "Handled by Flow" in the settings.
  • Button Check: If a specific button fails to trigger the next step, check if the button text contains accidental extra spaces.
  • Multi-Button Logic: Ensure that every individual button in a template has its own corresponding flow or branch created.
  • Resolution: Map out the end-to-end customer use case first, then debug each step of the flow logically to find the break.

Phrases aren’t triggering flows​

  • Trigger Rule: Each trigger phrase must be placed in its own separate trigger bracket. Do not bundle them.
  • Duplicate Check: Ensure the same trigger phrase is not being used in a different active flow. If found, deactivate the redundant flow after client approval.
  • Mode Conflict: Flows will not trigger during an active Agent Chat. For example, if an agent sends a template manually, the bot will stay silent because the session is in agent mode.

How to add URL or destination to buttons​

  • Static URL Button: Add the URL directly while creating the template in the Meta/WABA manager.
  • Quick Reply Button: Create a flow where clicking the button triggers a follow-up message that contains the URL or required destination.

Need help creating a flow for Meta Ads​

  • Step 1: Create the ad in Meta Ads Manager.
  • Step 2: Using the same template, create a flow in the dashboard with the type set to "Meta Ads".
  • Step 3: Go to User Acquisition, select Meta Ads, then Create Ad Campaign.
  • Step 4: Choose the created flow under "Select flow to associate with this ad".

How to create a flow on a Utility message​

  • Logic: Utility message flows follow the exact same process and logic as Marketing template flows.

Multiple active flows but only one is visible​

  • Status: This is a known UI bug.
  • Escalation: Raise a CRB to the Tech Team for a visibility fix.

Added many items to CTA flow but only a few are visible​

  • Root Cause: This is typically a Product Catalog issue rather than a flow logic error.
  • Resolution: Troubleshoot using the Catalog debugging steps to verify product availability and sync status.
Best Practice

Always test flows outside of Agent Chat mode and validate trigger phrases carefully before escalating.

Escalation Checklist

When raising a CRB or Tech ticket, include:

  • Brand Name
  • Flow Name
  • Trigger Phrase or Button Name
  • Template Name (if applicable)
  • Exact Timestamp
  • Screenshots or Screen Recording

Was this page helpful?