What flows can do
Flows handle the repetitive, rule-based parts of your customer communication so your team focuses on conversations that need a human touch.Respond to keywords
Send instant replies when a contact sends a specific word or phrase, such as “pricing”, “hours”, or “cancel”.
Route conversations
Assign conversations to the right agent or team based on the channel, contact data, or message content.
Qualify and tag leads
Update contact fields and lifecycle stages automatically based on how contacts respond to your messages.
Send scheduled messages
Trigger a message sequence based on a time delay or a scheduled date — useful for follow-ups and reminders.
Create a flow
Open Flow Builder
Navigate to Automation in the sidebar and click New Flow. Give the flow a name that describes its purpose — for example, “Lead qualification — WhatsApp”.
Choose a trigger
Every flow starts with a trigger. Click the trigger node on the canvas and select the event that starts the flow. See Triggers below for the full list.
Add actions
Click the + button below the trigger node to add the first action. Drag nodes to reposition them on the canvas. Connect nodes by drawing edges between the output of one node and the input of the next. See Actions below for what each action does.
Add branches (optional)
Insert a Branch node to split the flow based on a condition — for example, send one message if the contact’s lifecycle stage is Lead and a different one if it is Customer. Each branch path continues independently.
Test the flow
Use the Test button to simulate the flow with a test contact before activating it. Waply shows you each step the flow would execute and flags any misconfigured nodes.
Triggers
A trigger is the event that starts a flow. Each flow has exactly one trigger.Incoming message
Incoming message
The flow starts when a contact sends any message to any of your connected channels, or to a specific channel you select. Use this trigger for welcome sequences, onboarding flows, and general-purpose auto-responses.
Keyword match
Keyword match
The flow starts when a contact’s message contains a specific keyword or phrase. You define the keywords and choose whether to match exactly, match any word in a list, or use a contains rule. This is useful for menu-driven bots and FAQ responses.Keyword matching is case-insensitive. A contact typing “PRICING” or “pricing” will both match a keyword set to
pricing.Contact field change
Contact field change
The flow starts when a specific contact field is created or updated — for example, when the Lifecycle stage field changes to
Qualified. Use this trigger to send follow-up messages after a contact is tagged or after a CRM sync updates their data.Webhook
Webhook
The flow starts when Waply receives a webhook payload from an external system. The trigger generates a unique webhook URL you provide to your CRM, e-commerce platform, or other tool. Incoming webhook data can be mapped to contact fields and used in branches.
Schedule
Schedule
The flow starts at a fixed time — daily, weekly, or on a specific date. Use this trigger for broadcast-style sequences where you want to send a message to a segment of contacts at a set time, such as a weekly newsletter or a cart-abandonment reminder sent 24 hours after the trigger condition is met.
Actions
Actions are the steps the flow executes after the trigger fires. You can chain as many actions as needed.| Action | What it does |
|---|---|
| Send message | Send a text, image, document, or template message to the contact. |
| Assign conversation | Assign the current conversation to a specific agent or team. |
| Update contact | Set or update a standard or custom contact field value. |
| Add tag | Apply one or more tags to the contact. |
| Remove tag | Remove a tag from the contact. |
| Wait / delay | Pause the flow for a set duration (minutes, hours, or days) before continuing. |
| Branch (if/else) | Split the flow into two paths based on a condition — for example, check if a custom field equals a specific value. |
| Call webhook | Send an HTTP POST request to an external URL with contact and conversation data. |
| Send broadcast | Enroll the contact in a broadcast campaign immediately or at a scheduled time. |
The Wait / delay action is useful for building follow-up sequences. For example: send a message, wait 24 hours, check if the contact replied, then send a follow-up only if they did not.
Keyword triggers
Keyword triggers are a simplified version of the full Flow Builder designed specifically for instant, single-step auto-responses. You define a keyword (or list of keywords) and the message Waply sends back when a contact uses that keyword.Define the keywords
Enter one or more keywords or phrases. You can use comma-separated values to match multiple terms with the same response — for example:
price, pricing, how much, cost.Set match conditions
Choose a match type:
- Exact match — the entire message must equal the keyword.
- Contains — the message only needs to include the keyword anywhere in the text.
Write the response
Enter the message Waply will send. You can use contact variables like
{{contact.first_name}} to personalize the reply.Best-practice examples
Welcome new contacts
Welcome new contacts
Trigger: Incoming message (first message from a new contact)Actions: Send a welcome message → Add tag
new-contact → Assign to the Sales teamKeep the welcome message short and include a clear prompt for what the contact should do next, such as a numbered menu or a direct question.Qualify leads with a multi-step form
Qualify leads with a multi-step form
Trigger: Keyword match —
get startedActions: Send message asking for company name → Wait for reply → Update contact field Company → Send message asking for team size → Wait for reply → Update Team size → Branch: if Team size > 50 → Assign to Enterprise Sales team; else → Send pricing linkUse the Wait action with a timeout so the flow doesn’t block indefinitely if a contact stops responding.Re-engage inactive contacts
Re-engage inactive contacts
Trigger: Schedule — daily at 9 AMActions: Filter contacts with tag
inactive-30d → Send a re-engagement message → Add tag re-engagement-sentCombine a scheduled trigger with a contact filter to reach only the right segment each day.Post-purchase follow-up
Post-purchase follow-up
Trigger: Webhook (order completed event from your e-commerce platform)Actions: Wait 1 day → Send a thank-you message with the order summary → Wait 7 days → Send a review request → Add tag
review-requestedMap the order data from the webhook payload to contact fields so you can reference the order number and product names in your messages.