Chatbots

How Chatbots Work

• Pick a channel when you build the bot — WhatsApp, Messenger, Instagram, Telegram, LINE, Viber, website chat, SMS, RCS or email.
• The builder locks anything the chosen channel can't send: templates, WhatsApp Flows, catalogues and in-chat payments are WhatsApp-only.
• Reply buttons and lists work everywhere. On WhatsApp and Telegram they're real tappable buttons; on the other channels they're sent as a numbered list, and the contact replies with the number or the option's text.
• A Telegram bot also gets Telegram's own message kinds, listed under "Telegram only" in the message picker: inline keyboards, polls and quizzes, albums, stickers, GIFs, video notes, contact cards, venues, live locations and dice.
• Multiple chatbots can be active simultaneously on the same number.
• The highest-priority matching chatbot wins when triggers overlap.
• Variables let you store data collected during the conversation and reuse it in later nodes.
• Contact fields (name, phone, email, and custom fields) are available automatically — no setup needed.
• Hand off to a human agent at any point in the flow.

Creating a Chatbot

Available Node Types

Variables Reference

── Contact fields (always available) ───────────────────
  {{contact_name}}      Contact's display name
  {{contact_first_name}} First name
  {{contact_last_name}} Last name
  {{contact_phone}}     WhatsApp id — digits only, no "+" (e.g. 12125551234)
  {{contact_email}}     Email address (empty string if not set)
  {{contact_city}}      City
  {{contact_country}}   Country
  {{contact_language}}  Language code (e.g. en, hi)
  {{contact_notes}}     Internal notes
  {{contact_tags}}      Comma-separated tags (e.g. "vip, lead")

── Contact context (read-only) ─────────────────────────
  {{contact_opted_in}}  "yes" or "no"
  {{contact_blocked}}   "yes" or "no"
  {{contact_source}}    How they arrived (organic, import, campaign, api…)
  {{contact_channel}}   whatsapp | messenger | instagram
  {{contact_created_at}}        Date added (YYYY-MM-DD)
  {{contact_last_message_at}}   Last message date (YYYY-MM-DD)
  {{contact_messages_sent}}     Count of messages sent to them
  {{contact_messages_received}} Count of messages they sent

── Custom fields (cf1–cf10, if defined in Contacts → Custom Fields) ──
  {{cf1}}               Value of your first custom field (e.g. Company Name)
  {{cf2}}               Value of your second custom field (e.g. Invoice Number)
  ... up to {{cf10}}

── Session variables (set during this conversation) ───
  {{order_id}}          Set via "Set Variable" or "Ask Question" node
  {{city}}              Captured via "Ask Question"
  {{api_price}}         Extracted from an HTTP Request response

── System variables ────────────────────────────────────
  {{org_id}}            Your organization ID (useful in HTTP Request URLs)

Collecting and Saving Data

Response: { "order": { "status": "shipped", "eta": "June 20" } }

Map:
  order.status  →  {{order_status}}
  order.eta     →  {{delivery_date}}

Sending a template from a flow

A Send Templatenode can personalise every part of an approved template, not just its body — and each part is a separate slot, because WhatsApp counts each one's variables independently.

• Body variables — one field per {{n}} in the template's body.
• Header variables — a text header's own {{1}}, {{2}} … numbered separately from the body's.
• Header image, video or document — a link that can itself be a variable, so each contact receives their own invoice, ticket or product shot rather than one shared banner.
• Link button values — appended to a dynamic URL button, so each person's button opens their own page.
• Coupon codes, catalogue buttons and carousel cards are filled in automatically from the approved template.

Priority and Conflict Resolution

• Priority 1 — Opt-out / STOP handler (always highest priority)
• Priority 2 — Session start / Welcome bot
• Priority 3–9 — Feature-specific bots (pricing, support, order lookup, etc.)
• Priority 10+ — Catch-all / fallback bot

Testing Your Chatbot

• Set the chatbot Status to Active, then message the bot's channel yourself — your WhatsApp number, the Telegram bot, the website widget, whichever it runs on.
• Check the Conversations log to see which nodes fired and what variables were set.
• Use a test tag to limit the chatbot to specific contacts while testing: add a Condition node at the start that checks if contact_name equals your name.
• Disable the chatbot while editing to prevent partial flows from reaching real users.
• Check Session Variables in the contact's chatbot state to debug what values were captured.