Add a Flow
10 min
This guide explains how to add a flow in Sanoflow, whether starting from a pre-made template or creating a custom flow from scratch. The documentation includes detailed steps, practical use cases, and best practices for each approach.
Getting Here
- Go to the Flows section in the left-hand menu.
- Click the purple + Add Flow button in the top-right corner.
- Select either New or Use Template from the dropdown menu.
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Adding a Flow Using a Template
Step-by-Step Instructions
- Click + Add Flow and select Use Template.
- You will be redirected to the Select Flow Template page.
- Browse templates by category on the left-hand side:
- Recommended: Frequently used templates.
- Appointment: Templates related to scheduling and appointment management.
- Support: Templates for customer service interactions.
- Main Chatbot: Templates for creating chatbot frameworks.
- Campaign: Templates for marketing and lead generation.
- Preview a template by clicking on it to see its description.
- Choose a template and click on it.
- Fill out the following fields in the Add Flow modal:
- Flow Name (required): Enter a descriptive name for the flow.
- Flow Description: Briefly describe the purpose of the flow.
- Flow Type (pre-selected based on the template).
- Channel: Select the communication platform (e.g., WhatsApp, Web Chat).
- Click Add to create the flow.
Use Case Example
- Reschedule Appointment template: Use this to allow users to select a new appointment time.
- Interested in Offer template: Ideal for sending messages to promote products or services.
Creating a Custom Flow (Without Template)
Step-by-Step Instructions
- Click + Add Flow and select New.
- In the Add Flow modal, complete the following fields:
- Flow Name (required): Enter a name for the flow.
- Flow Description: Provide a brief description.
- Flow Type: Choose the trigger that starts the flow, such as:
- Conversation Opened
- Conversation Closed
- Conversation Waiting
- WhatsApp Template
- Shortcut
- Enquiry Added
- Enquiry Stage Updated
- Enquiry Status Updated
- Incoming Webhook
- Channel: Select the platform for the flow (e.g., WhatsApp, Facebook).
- Click Add to open the flow builder.
- In the flow builder, set up your flow using the Actions panel on the left:
- Trigger: Define the condition that initiate the flow.
- Actions: Add steps like sending a message, assigning a task, or creating an enquiry.
- Use the Properties panel on the right to configure details for each step.
- Save the flow as a draft or publish it immediately.
Practical Use Case
- Customer Onboarding Flow:
- Automatically send welcome messages, product guides, and support info when a new customer is added.
- Feedback Collection Flow:
- Trigger a follow-up message asking for customer feedback after a conversation is closed.
- Abandoned Enquiry Recovery Flow:
- Send reminders to contacts who havenβt responded in a specific time frame.
- Lead Qualification Flow:
- Based on user replies, route leads to the right team or tag them automatically.
- Event Reminder Flow:
- Use date-based triggers to remind contacts about upcoming appointments or webinars.
Best Practices
- Always Save Your Work: Make sure to always press save, to not lose all your work with the flows.
- Name Your Flows Clearly: Use descriptive names like "Appointment Confirmation" to keep flows organized.
- Test Before Publishing: Save your flow as a draft, publish it, and test it to ensure it performs as expected.
- Leverage Templates: Start with templates to save time and customize as needed.
- Use Conditions Wisely: Add trigger conditions to tailor flows to specific user interactions.
- Optimize Channels: Select the appropriate channel based on user preferences (e.g., WhatsApp for quick responses).
FAQs
- Can I edit a flow after itβs published?
- Yes, you can edit published flows. Changes will take effect immediately upon saving.
- Whatβs the difference between a template and a custom flow?
- Templates provide pre-designed structures for common use cases, while custom flows allow you to build unique processes from scratch.
- How do I delete a flow?
- Navigate to the Flows page, find the flow you want to delete, and click the trash icon next to it. Confirm the deletion.
- Can I duplicate an existing flow?
- Yes, use the copy icon next to a flow in the Flows page to create a duplicate.
- Is it possible to trigger a flow from multiple events?
- No, each flow can only have one trigger. If needed, create separate flows for each trigger type.
- What happens if I forget to save my draft?
- Unsaved work will be lost. Always click the Save button manually while working on flows.
- Can flows be copied across different channels (e.g., from WhatsApp to Facebook)?
- No, flows are channel-specific. You'll need to recreate them if using a different communication channel.
- How do I test a flow before going live?
- Create the flow in Draft mode, publish it temporarily, and trigger it manually using a test contact.
- What does the "Incoming Webhook" trigger do?
- It allows external apps or services to initiate flows in Sanoflow through secure API requests.
- Is there a limit to how many flows I can create?
- Thereβs no enforced limit, but organizing and naming them clearly helps keep things manageable.