Automation Flows

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Flow types

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Common nodes

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Booking flow pattern

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Webhook automation pattern

• Ecommerce order placed.
• Booking request created.
• Payment received.
• Shipping status changed.
• Lead captured from website form.

1. Extract the phone number from the payload.
2. Send a short confirmation.
3. Add a delay when the message feels too fast.
4. Route based on payment method or order status.
5. Log success or failure.
6. Send fallback SMS if WhatsApp is not available.

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Human agent handoff

• Send an agent handoff message.
• Disable auto-reply for the conversation.
• Notify an agent.
• Re-enable automation only after timeout or manual reset.

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Variables

{{{customer.name}}}
{{{customer.phone}}}
{{{order.id}}}
{{{payment_method.text}}}

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Best practices

• Use short messages.
• Add small delays between long steps.
• Validate important answers before saving them.
• Always provide a route to human support.
• Keep payment and OTP verification server-side.