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Flows
Managing Flows

Simple Workflows

10min

Here are 10 examples of flow combinations using the triggers and actions in Sanoflow:

1. Lead Qualification Flow

  • Trigger: Conversation Opened (via WhatsApp).
  • Flow:
    1. Send Message: "Hi! Thanks for reaching out. Can we ask you a few questions to better assist you?"
    2. Question: Ask for the client’s service of interest (e.g., multiple-choice question: "Product Inquiry", "Service Support", "Other").
    3. Branch:
      • If "Product Inquiry," run a flow for product details.
      • If "Service Support," create an enquiry.
      • If "Other," transfer to a live agent using Assign To.
    4. Create Enquiry: Automatically create a record in the sales pipeline with the client's information.

2. Appointment Booking with Reminder

  • Trigger: Customer clicks a “Book Now” button on a website.
  • Flow:
    1. Send Message: "Thanks for booking! Let us know your preferred date and time."
    2. Question: Capture the client’s preferred appointment slot.
    3. Add Task: Assign the task to a team member to confirm the booking.
    4. Wait: 24 hours before the appointment.
    5. Send Notification: Notify the team about the upcoming appointment.
    6. Send Template: Send the client a reminder message 2 hours before the appointment.

3. Customer Feedback Collection

  • Trigger: Conversation Closed (via any channel).
  • Flow:
    1. Wait: Pause for 1 hour after the conversation ends.
    2. Send Message: "We’d love your feedback! How was your experience with us?"
    3. Question: Ask for a rating (e.g., 1-5 stars).
    4. Branch:
      • If rating is 4–5, trigger Run Flow for a testimonial request.
      • If rating is 1–3, create an enquiry for follow-up support.
    5. Add Comment: Append client feedback to the conversation for internal records.

4. Order Confirmation and Delivery Tracking

  • Trigger: Order placed through eCommerce integration.
  • Flow:
    1. Send Template: Send a message confirming the order details (e.g., order number, total amount).
    2. Update Contact Field: Save the order details to the client’s profile.
    3. Wait: Pause for 48 hours.
    4. Send Template: Send a message with a tracking link once the order is shipped.
    5. Branch:
      • If the client responds with "Where is my package?" or similar, redirect to Run Flow for a shipping enquiry.

5. Upselling After Purchase

  • Trigger: Purchase Completed (via integration or conversation tag).
  • Flow:
    1. Wait: Pause for 7 days after purchase.
    2. Send Template: Recommend complementary products or services.
    3. Question: "Would you like to learn more about [Product]?" (yes/no response).
    4. Branch:
      • If "Yes," Run Flow to start a detailed product showcase.
      • If "No," Close Conversation.

6. Abandoned Cart Recovery

  • Trigger: Abandoned cart detected in eCommerce integration.
  • Flow:
    1. Send Template: Remind the client of the items in their cart and include a payment link.
    2. Wait: Pause for 2 days.
    3. Branch:
      • If no response, Send Payment Link again with a limited-time discount.
      • If payment is completed, Run Flow to confirm the order and trigger post-purchase messages.

7. Support Ticket Escalation

  • Trigger: Message tagged with “Urgent” by a live agent.
  • Flow:
    1. Add Comment: Note the reason for escalation.
    2. Assign To: Route the ticket to a senior support agent.
    3. Send Notification: Notify the assigned agent of the high-priority ticket.
    4. Create Enquiry: Log the ticket in the support pipeline.
    5. Wait: Check in 1 hour if the enquiry is still unresolved, then escalate further if necessary.

8. After-Hours Inquiry Handling

  • Trigger: Message received outside office hours.
  • Flow:
    1. Office Hours Check: Determine if the message is received outside of business hours.
      • Inside Office Hours: Assign to a live agent immediately.
      • Outside Office Hours:
        1. Send Message: "Our team is currently unavailable. We’ll get back to you as soon as possible."
        2. Create Enquiry: Log the client’s inquiry for follow-up the next business day.

9. Payment Collection Flow

  • Trigger: Message received with “Invoice” or “Payment” keywords.
  • Flow:
    1. Send Template: Share an invoice summary and payment options.
    2. Send Payment Link: Provide a link to ClickPay or Stripe for payment.
    3. Wait: Pause for 24 hours.
    4. Branch:
      • If payment is completed, Run Flow to confirm receipt and thank the client.
      • If payment is not completed, Send Template: "We noticed your payment is still pending. Here’s the link again."

10. Event Registration and Reminder

  • Trigger: Customer responds to an event invitation.
  • Flow:
    1. Send Message: Confirm event registration with a personalized thank-you message.
    2. Update Contact Field: Save the event details to the client’s profile.
    3. Wait: Pause until 1 day before the event.
    4. Send Template: Send a reminder message with event details and location.
    5. Branch:
      • If the client replies “I can’t make it,” Run Flow to suggest rescheduling or alternate events.



Updated 23 Dec 2024
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