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Set up guide

Overview

Flow Builder is Zaapi’s powerful no-code chatbot builder, designed to automate customer interactions across multiple channels, including Facebook, Instagram, LINE OA, Shopee, Lazada, and TikTok Shop. With an intuitive drag-and-drop interface, you can create fully customizable chatbot flows using triggers, conditions, and actions—without any coding required.

With Flow Builder, you can:

  • Automate customer support with greeting bots, smart routing, and lead qualification.

  • Engage new customers with personalized welcome flows.

  • Integrate AI agents for smarter responses.

  • Reduce admin workload, speed up response times, and enhance customer support efficiency.

How to create a flow

  1. Navigate to the Automations area and click “Flow Builder”.

  2. Click “Create new flow”.

  3. Choose a pre-defined template or select “Create from scratch”.

  4. Click “Add trigger” and select “Message received”.

    • Choose the channels you want this flow to trigger for.

    • Define how often the flow should trigger:

      • Trigger once per contact: Runs only once per unique customer.

      • Trigger once per new open chat: Runs for each new conversation but won’t repeat until a new chat starts.

      • Trigger every time: Runs every time the customer completes the flow.

  5. Build your flow using condition and action nodes.

  6. Test your flow before going live.

  7. Click “Publish”.

It is recommended to turn off any basic automations that might conflict with flows before publishing a new flow. This is to avoid multiple automations sending twice. For example: if you have a "Greeting message" set up as a basic automation, and a trigger of "New incoming message" set up as a flow, both of these will trigger at the same time and the customer will receive two messages.

How to navigate the flows canvas

Connecting Nodes

  • Drag a connector from one node (small circle) to another node to link them.

  • If a node isn’t connected, the flow will end at that point.

Tidy Up

  • Click “Tidy up” in the navigation bar to organize your flow visually in a single click.

Renaming Flows and Nodes

  • Click on the flow title at the top to rename it.

  • Rename nodes by clicking them and selecting the pencil icon. Unique names help team members understand the flow better.

Auto-Save and Version History

  • Flows auto-save at regular intervals.

  • View version history by clicking the icon in the top-left corner. You can restore previous versions if needed.

How to test a flow before publishing

  1. Add a Message Content node after the Message Received trigger.

  2. Set a unique keyword (e.g., "Flow test").

  3. Enable the flow and message the test keyword in the selected channel.

  4. Observe the flow’s behavior and make adjustments if needed.

  5. Once satisfied, remove the test Message Content node.

How to pause a flow

  1. Open the flow in “Flow Builder”.

  2. Click the “Pause” icon at the top.

  3. Choose whether to:

    • Pause all flows immediately, or

    • Allow in-progress flows to complete before pausing.

For minimal disruption to the customer experience, it’s recommended to let existing flows finish before pausing.

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