Bots

WhatsApp Bots automate the first line of a conversation, handling routine questions or data collection before handing off to a human.

Requires the WhatsApp module.

Building a bot

1. Go to Settings → Communication → Bots.
2. Click + New Bot and choose the sender ID it runs on.
3. Build the conversation flow visually — no code required.
4. Send approved WhatsApp templates as part of the flow.
5. Bind a step to a Forms field to collect structured data directly inside the WhatsApp conversation.
6. Save and activate.

Handing off to a human

A bot flow can end by handing the conversation to the Team Inbox, so a human agent picks up exactly where the bot left off rather than starting the conversation over.

Tips

• Bind data-collection steps to Forms fields you already use elsewhere — responses land in the same place as a normal form submission, so downstream automations don't need special-casing.
• Keep a bot's scope narrow — a short flow that reliably hands off when it's out of its depth beats a long one that tries to handle everything.