Flows are an integral part of automating customer support processes and converting interactions into sales opportunities. Using automatized processes, webhooks and compelling calls-to-action (CTAs), Flows guide customers through engaging offers and benefits, ensuring a seamless experience. The use of Flows in Konvo provides numerous advantages, such as efficient communication, customer journeys, increased conversion rates, and most importantly, time maximization.
Benefits of Using Konvo Flows:
Automated Engagement: Streamline customer interactions with automated messaging.
Personalized Experiences: Tailor messages based on customer behavior and preferences.
Increased Efficiency: Reduce manual workload by automating routine tasks.
Enhanced Conversion Rates: Drive sales through targeted offers and timely follow-ups.
Hoola Flows have 3 types of nodes, with different types of actions:
Messages = allow you to send messages to customers
Actions = allow you to perform internal actions
Utilities = allow you to modify the behaviour of the flow
Messages
Message nodes allow you to communicate with your customers easily.
Both are edited from the same section 👉
To decide whether you want to select a Simple or Template message, you have to click on "Category" and select the one you prefer.
1. WhatsApp templates (marketing/utility)
Templates are messages that allow you to open already closed conversations, and add elements of more interactivity.
Templates are ideal for:
Opening a conversation with that message:
When you start a flow from a webhook.
When you leave a wait of >24h between messages in a flow
Sending messages with advanced interactive elements:
URLs to web pages
Up to 10 buttons (If you add >3 buttons, they appear as a list)
A direct call button
A copy/paste button from a code
The 2 particularities to take into account are:
The templates have a small cost for opening the conversation, depending on the country from which the message is received. You can see the details of WhatsApp Business Pricing here.
These messages must be pre-approved by Meta.
When you hit publish on the flow, we send the messages directly for approval and activate the flow as soon as they are approved. If it is rejected, you can read the reason why by hovering your mouse over the message and you can try again.
What is the difference between marketing and utility templates?
What is the difference between marketing and utility templates?
Marketing templates are the most flexible and can generally be used for whatever you want. Utility templates are only accepted on 5 occasions and generally depend on a conversation or action initiated by the customer.
The 5 types of Utility templates:
Opt-In / Opt-Out management
Order management (if not including promotional content)
Account alerts and updates
Feedback request (if not including promotional content)
Re-open a user conversation, explicitly stating in the message that we wrote to reply.
For more details, you can go directly here
2. WhatsApp simple messages
Simple messages are any message you write during an already open conversation and do not include advanced interactive elements. They do not have to be approved by Meta, and are always free.
They can contain photos, videos, audios, pdfs, and up to 3 buttons.
The Action Steps
1. If you don't reply in ...
After sending any message, you can always add the option to continue the flow in a different way depending on whether or not they have responded to the same message.
To do this, you just have to configure the message:
"+ Add condition in case of "no reply"".
Select the number and the numerator to wait.
When the condition appears, continue the flow as you normally would.
2. Save the Opt-In
From the flows you can ask your customers for their consent to write to them in the future and save the marketing Opt-In thanks to the opt-in node.
Just add it to the place where you want the action to occur.
In this example, all customers who click "Sign me up!" will automatically be added as marketing contacts.
3. Save Tags
Sometimes you want to be able to tag information based on the answer a customer has given you to a question, or where they are in the flow. You can use tags to do this.
Difference between Marketing and Support Tags?
When you create your tags, you can choose between support and marketing tags.
Marketing = can be used in segments
Support = can be used in segments + appear in the inbox to highlight something about the contact (e.g., they need us to call them, or they are a VIP).
Support tags in inbox
Tags in segments
4. Saving variables
You can also save results directly into specific variables.
For example, depending on how a customer responds to various options, we can update the information in a specific variable. This variable can be either from Konvo, or from external systems such as Klaviyo.
How to select the right variable?
To select the variable, simply
Go to the variable editor
Use the search engine to find your variable
Select the variable you are interested in
How to create a new variable?
To create a new variable:
Go to the variable editor
Select "New Field +".
Give the variable a name
Select the type of variable
(For "Fixed") Set the options
Hit the save button
At this point, your new variable will already be selected.
Choose the value you want to give it
Done! 🎉
5. Assign agents
You can also use the flows to pre-qualify a user and assign an agent when necessary. Just select the right agent.
Utilities
1. Conditions
In the flows you can also create conditionals to split the flow according to customer information. For example, maybe you want subscribers to receive different information, or contacts with the tag "VIP" to be assigned directly to a team member.
How to create your conditions?
It's very simple, you just have to:
Go to edit this step
Add a condition "+ Add new".
Give it a name
Create the specific segment
Hit save!
Your new condition will automatically appear as a new option in the flow.
2. Delays
You can also add delays to your flows so that certain messages are not sent until a certain date, or set to a specific waiting time in between messages.
🚨 IMPORTANT: Once the time has come, the message will be sent regardless of whether the customer texts back during the waiting time or not.
3. Connect another flow
It is also possible to connect flows to each other.
If a client arrives at this node, it will automatically start receiving messages from the other flow from the beginning.
