Flows Overview

in sanoflow, flows are automated workflows that streamline various actions based on customer behaviors these flows can include follow up messages , which ensure timely communication with clients additionally, they can establish response triggers that activate based on specific customer interactions flows also facilitate task creation, allowing teams to react promptly to customer needs by implementing flows, businesses can enhance their efficiency and improve overall customer engagement this automation not only saves time but also ensures a consistent and personalized experience for every client in summary, flows are essential tools that empower organizations to manage customer relationships effectively getting here this module is accessible by admins , managers , and any authorized user with access to the flows module this module can be accessed through the navigation list on the left side of the screen, then go to flows understanding the flows dashboard the flows dashboard displays key information and tools for managing your workflows 1\ columns \# (id) a unique identifier for each flow, automatically assigned name the descriptive title of the flow for easy identification type specifies the flow’s category, such as shortcut triggered by user actions or a flow whatsapp template a response to a specific predefined whatsapp template channel/pipeline the platform where the flow operates (e g , whatsapp, facebook messenger, or clinic systems) last modified by the user who last edited the flow triggered displays how many times the flow has been activated status active the flow is live and running draft the flow is still being worked on and not yet published paused the flow is temporarily disabled 2\ filters at the top of the dashboard, use filters to refine the list of flows all, draft, paused, active narrow down flows based on their current status search name search for a specific flow by entering part or all of its name 3\ actions for each flow edit (pencil icon) modify an existing flow duplicate (copy icon) create a duplicate of the flow for reuse or adaptation delete (trash icon) permanently remove the flow pause/resume toggle between active and paused states variables management click the variables button to view and manage flow variables variables allow for personalization by dynamically pulling customer specific or workflow specific data variable features list of variables displays all currently configured variables includes the variable name and an enabled/disabled toggle add new variable click "new variable" to create custom fields like customer name, appointment date, or order id dynamic usage variables can be referenced using {{variable name title}} in flow messages, ensuring personalized communication flow logs the flow logs feature provides a detailed history of flow executions key columns started on date and time the flow began contact name the name of the customer or user who triggered the flow phone the phone number associated with the flow status the final status of the flow (e g , completed, closed) completed on the date and time the flow was completed closed reason the reason for closure, such as workflow edited the flow was interrupted due to an update agent take over chat a team member manually intervened practical use cases customer support automation automatically respond to faqs and escalate complex issues to human agents appointment booking manage appointment scheduling, reminders, and cancellations seamlessly through whatsapp lead nurturing guide potential customers through sales funnels with automated responses and actions feedback collection gather customer feedback after interactions or transactions abandoned cart recovery re engage customers who leave items in their cart with automated messages best practices use descriptive names ensure flow names clearly describe their purpose organize variables keep variable names simple and consistent to avoid confusion start with drafts always create and test flows in draft mode before activating them monitor performance regularly review flow logs to identify potential issues or improvements update periodically revise flows to align with changing business needs or customer feedback faqs can i pause a flow temporarily? yes, you can pause any flow by changing its status to paused this will stop the flow from triggering until it is resumed how do i duplicate a flow? click the duplicate (copy icon) next to the flow you want to replicate this will create an identical copy for modification what happens if i delete a flow? deleting a flow is permanent and cannot be undone ensure you have a backup or no further use for the flow before deletion can i track flow performance? yes, use the flow logs to review detailed execution data, including trigger history, customer interactions, and completion statuses how do i add a new variable to a flow? go to the variables section, click "new variable" , and define the variable name and its purpose what’s the difference between a shortcut flow and a whatsapp template flow? shortcut flows are triggered by specific user actions or internal automation whatsapp template flows are triggered when a contact replies to a specific template message, depending on how the flow and template are configured can a flow be triggered more than once for the same contact? yes, depending on how the flow is configured, it can trigger multiple times for the same contact if the conditions are met again are there limitations on the number of variables i can use in a single flow? there’s no hard limit, but it’s recommended to use only the variables relevant to the flow’s purpose to maintain readability and avoid errors what happens if a variable is missing during flow execution? if a variable has no value for a specific contact, it may show as blank in the message make sure to provide fallback values or validate variables beforehand who can edit or delete flows? only admins and managers with the appropriate permissions can edit or delete flows regular users can view flows but not modify them