Build
Chat Builder
Build predictable, step-by-step chatbots on a visual canvas: messages, options, questions, conditions and webhooks.
How a chatbot works#
A chatbot is a set of steps connected on a canvas. It always begins at the Start Message step. Each step sends something, waits for the customer's reply, then follows its connection to the next step.
Steps that branch, such as Options, Buttons and Key Words, get one connection per choice. Give each step a short name using letters and numbers: you use that name to reuse its answer later, for example {{@order_number}}.
Conversation steps#
| Step | What it does |
|---|---|
| Send Message | Sends a message and moves on. |
| Text | Asks a question and waits for any reply. |
| Options | Sends numbered options. Each option has its own connection. |
| Number, Email, Date | Wait for a valid number, email address or date. |
| Get file | Waits for an image, document or video. |
| Send File | Sends a file from a public link, with optional options to branch on. |
| Get Location / Send Location | Ask for an address or location, or send a latitude and longitude. |
| End | Ends the conversation flow. |
WhatsApp-only steps#
These steps use features of the official WhatsApp Business API, so they work on the WhatsApp · Official channel only:
- Buttons: up to 3 reply buttons.
- List: a menu of up to 10 rows, grouped in sections, opened from a menu button.
- Templates: send a message template Meta has approved for your business.
Logic and tools#
| Step | What it does |
|---|---|
| Filter | If / else. Combine conditions with AND / OR. Operators include equals, contains, starts with, greater than, exists and matches regex. |
| Key Words | When a message matches a keyword, the chat continues from that keyword's branch. Matching ignores case. Turn on Contain to match keywords inside longer messages. |
| Jump | Continue from another step. Useful for "back to menu". |
| Notification | Sends a message to a phone number you choose, for example to alert your team about a new lead. |
| AI Agent | Hands the conversation to one of your AI Flows. (Beta) |
Webhooks and API#
Catch Hook lets an outside system, such as your store or CRM, start the conversation. See Catch Hook & API.
HTTP calls any URL mid-conversation:
- GET loads data. The response (its
datafield if there is one, otherwise the whole response) becomes variables you can use in later steps. - POST sends data as JSON, for example the customer's answers to your CRM. The response is not used.
To connect Make or Zapier, create a webhook trigger there and call its URL from an HTTP step. To have Make or Zapier message a customer, call the Catch Hook endpoint from your scenario or zap.
Preview and publish#
Preview opens a test chat in the browser and a WhatsApp preview you can try on your own phone. Find step (⌘F) jumps to any step by name.
Publish makes the bot live and shows its chat link, form link and website embed snippet. When you publish changes to a live bot, you choose whether to reset conversations already in progress (Reset Now) or let them continue (Don't Reset).