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Frequently Asked Questions

General​

Can I have multiple active flows at the same time?​

Yes! You can have multiple flows active simultaneously. The only restriction is that keyword triggers and button click triggers must be unique — two active flows cannot share the same keyword or the same button ID.

What happens if two flows have the same keyword?​

You'll get an error when trying to activate the second flow. The error message will tell you which active flow already uses that keyword. You need to either change the keyword or deactivate the other flow first.

Can I duplicate a flow?​

Flow duplication is coming soon. For now, you can export the flow as JSON and use it as a reference when building a new flow.

How many flows can I create?​

There is no hard limit on the number of flows you can create. However, only flows that are activated will respond to triggers.

Multi-Channel​

Do flows work on all channels?​

Yes, you can create flows for WhatsApp, Facebook Messenger, and Instagram. However, each flow is created for a specific channel — you select the channel when creating the flow, and it cannot be changed afterward.

Can I use the same flow for multiple channels?​

No. Each flow is tied to a single channel. If you want the same conversation logic on WhatsApp and Messenger, you need to create two separate flows. This is because different channels support different message types and triggers.

Why are some nodes missing from my flow builder?​

The builder only shows nodes available for the flow's channel. For example:

  • WhatsApp flows have Template, SPM, MPM, WhatsApp Flow, and List Menu
  • Messenger/Instagram flows have Carousel and Reply Comment
  • Nodes like Text Message, Buttons, Question, and Media are available on all channels

What is the Post Comment trigger?​

The Post Comment trigger is available for Messenger and Instagram flows only. It fires when a customer comments on one of your Facebook or Instagram posts. You can filter by specific pages, posts, keywords, and comment types.

Building Flows​

Can I change the trigger type after creating a flow?​

Yes. Open the flow in the Flow Builder, click on the Trigger node, and change the trigger type in the configuration panel. Remember to save and re-activate the flow.

Can I change the channel after creating a flow?​

No. The channel is set when you create the flow and cannot be changed. If you need a flow for a different channel, create a new flow.

Can I delete the trigger node?​

No. Every flow must have exactly one trigger node. You can change its type and configuration, but you cannot remove it.

Can I create loops in a flow?​

No. The system does not allow circular connections (where Node A connects to Node B, which connects back to Node A). Each path must move forward through the flow. If you need repeated interactions, consider using separate flows linked by button click triggers.

Yes, indirectly. Use Interactive Buttons in Flow A with unique button IDs, then create Flow B with a Button Click trigger using that button ID. When the customer clicks the button in Flow A, Flow B starts automatically.

What's the difference between a Condition and a Router?​

  • Condition — Simple if/else check with 2 outputs (TRUE and FALSE)
  • Router — Advanced multi-path routing with complex conditions, multiple outputs, and AND/OR logic

Use a Condition for simple yes/no decisions. Use a Router when you need 3 or more paths with different criteria.

Variables​

What contact data is available as variables?​

When you use the Get Details action in a Contact & Lead Action node, the following fields are saved as variables (with the lead_ prefix by default):

  • {{lead_name}} — Contact name
  • {{lead_email}} — Email address
  • {{lead_companyName}} — Company name
  • {{lead_address}} — Address
  • {{lead_dob}} — Date of birth
  • {{lead_state}} — State
  • {{lead_city}} — City
  • Plus any Custom Fields you've created

Are variables shared between different flows?​

No. Each flow execution has its own set of variables. Variables from one flow run cannot be accessed by another flow run, even for the same customer.

What happens if I use a variable that hasn't been set?​

The variable will appear as an empty string in messages. For conditions, an empty variable will be treated as "is empty". It's a good practice to check if a variable has a value before using it in critical logic.

Testing​

My flow isn't triggering — what should I check?​

  1. Is the flow active? — Check the status toggle on the Flow List
  2. Is the version published? — You need a published version for the flow to work
  3. Keyword conflict? — Another active flow might be using the same keyword
  4. Correct keyword? — Make sure you're typing the exact keyword (matching is case-insensitive)
  5. Contact exists? — The sender's phone number should be in your contacts

How do I debug an HTTP Call that's not working?​

  1. Open the Flow Logs
  2. Find the execution where the HTTP Call ran
  3. Click on the HTTP Call node in the trace
  4. Check the input data (URL, headers, body) and error details
  5. Common issues: wrong URL, missing authentication, external system is down, timeout

My flow stopped mid-conversation — why?​

Common reasons:

  • The customer didn't respond to a Question node (the flow waits indefinitely)
  • An HTTP Call timed out and no error handling was configured
  • A Script node threw an error
  • The flow reached an End node on one branch while other branches were still open

Check the Flow Logs for the exact point where the flow stopped.

Versioning​

Can I roll back to a previous version?​

Yes. Open the Flow Builder, click Version History, and click on any previous version. Then click Activate to make it the live version. The previous version's flow design will be restored.

How does auto-versioning work?​

Every time you click Save in the Flow Builder, a new version is created automatically. You don't need to manage versions manually — just save your work and the system takes care of the rest.

Can I compare two versions side by side?​

Not directly in the builder. However, you can use the JSON Export feature to download both versions and compare them externally.

Does activating a previous version delete newer versions?​

No. All versions are kept for reference. Activating a previous version simply changes which version is used for live conversations.

Troubleshooting​

I'm getting "Template not approved" errors​

The template you're using in a Template Message node is no longer approved by WhatsApp. Go to WhatsApp Templates, check the template's status, and either:

  • Wait for it to be re-approved
  • Replace it with a different approved template in the flow

Customers are seeing "outside messaging window" errors​

This means you're trying to send a non-template message (text, media, buttons, list) to a customer who hasn't messaged you in the last 24 hours. For WhatsApp flows, use a Template Message node instead for outbound messages. For Messenger/Instagram, template messages are not available — you can only send messages within the 24-hour window.

The flow runs but the customer gets no message​

Check:

  1. Is the message node properly configured? (no empty body text)
  2. Is the customer's phone number valid? (WhatsApp) / Is the contact linked to the correct page? (Messenger/Instagram)
  3. Does your account have sufficient message credits?
  4. Are there any failed message entries in Failed Messages?

Messenger / Instagram Specific​

The Carousel node sends a swipeable collection of cards, each with an image, title, subtitle, and up to 3 buttons. It's available only for Messenger and Instagram flows. Think of it as the Messenger/Instagram equivalent of showcasing multiple products or options visually.

What is the Reply Comment node?​

The Reply Comment node posts a public reply to the customer's comment on your Facebook/Instagram post. It's only available when your flow uses a Post Comment trigger. Use it alongside DM messages — for example, reply publicly "Check your DMs!" and then send a private message with details.

Can I use Template Messages on Messenger/Instagram?​

No. WhatsApp templates are only available in WhatsApp flows. Messenger and Instagram flows use regular message types (text, buttons, carousel) within the 24-hour messaging window.