Creating a WhatsApp Flow
Create engaging WhatsApp flows in msg2ai using automated templates. This guide shows you how.
Step 1: Navigate to WhatsApp Templates
Purpose:
Access the WhatsApp template management interface.
From your msg2ai dashboard, locate and click on "WhatsApp Template" in the left sidebar.
You will be taken to the WhatsApp Templates Dashboard, where you can see key metrics:
- Total Templates: All created templates
- Approved: Templates approved by WhatsApp
- Pending Approval: Templates submitted but awaiting WhatsApp's review
- Text Templates: Basic templates using only text content
This is your central hub to view, manage, and track the status of all your WhatsApp flows.
Step 2: Start a New WhatsApp Flow
Purpose:
Create a new flow by selecting the type of WhatsApp template and assigning it to an existing assistant.
Click the "Create New WhatsApp Flow" button on the right side of the WhatsApp Templates dashboard. A modal window will appear with the following fields:
- Select Template Type: Choose the type of flow you want to create (event or concierge).
- Select Assistant: Pick from the list of assistants you've already set up in the system.
After making your selections, click the "Create WhatsApp Flow" button to move forward. This action will launch the flow builder specific to your chosen template type.
Each flow type comes with its own configuration interface and messaging logic, designed to handle specific types of interactions with users.
Step 3: Configure the WhatsApp Flow Template
3.1 Event Flow Template
Purpose:
Define the structure, content, and quick-action buttons that make up your event's WhatsApp experience.
After selecting your template and assistant, you'll be taken to the WhatsApp Event Flow Template Builder, which features a live mobile preview on the right side. You'll configure one tab at a time, starting with the Welcome Card, then proceeding through sections like Venue Info, Sessions, and Speakers.
Configure the Welcome Card
- Welcome Message: This is the first message users see when they open the WhatsApp assistant. Use it to welcome them and set expectations.
- Subtitle and Media URL (optional): You can optionally add a short subtitle or an image to personalize the greeting.
- Auto-Configured Buttons: Pre-set options such as:
- Venue Info – Opens the venue section
- Day 1 / Day 2 / Day 3 Session Info – Links to each day's agenda
- Sponsors – Displays sponsor details
- Visit Website – Opens the event site
- Contact Organizer – Lets users quickly reach your team
These buttons drive seamless navigation and are automatically linked to the content you'll configure in the following tabs.
Configure Venue Info
Click on the Venue Info tab to provide location-specific details:
If the user enters the venue information while creating the assistant, they won't need to re-enter it here—it will be automatically fetched.
- Venue Info: Enter a short, clear description of the venue (e.g., "Welcome to our event located in USA").
- Venue URL: Add a Google Maps or storage-hosted link for easy location access.
- Auto-Configured Buttons:
- Get Directions – Links to the venue map
- Session Info Buttons – Carry over from the Welcome Card
This section ensures your attendees can easily find and navigate the event venue with confidence.
Once done, click Next to continue configuring Day 1 Session Info and beyond.
Configure Day 1 Session Info
Day 1 Session Info: Input descriptions of each session, including:
If session details were entered in Step 1, they will be automatically fetched here—no need to retype.
- Session Name
- Time Slot
- Summary or value proposition
Example: A foundational session for beginners in web development...
Time: 5:21 PM – 11:21 PM
Session Name: Introduction to Web Development
Live Preview: Your message displays in real-time on the WhatsApp simulator to the right.
Auto-Configured Buttons:
- Day 1 Featured Speakers – Links to speaker bios for that day.
- Download Day 1 File – A link to an agenda, PDF, or presentation (optional).
Click Next to proceed with configuring Day 2 and Day 3 sessions in a similar manner.
Day 1 Featured Speakers
Speaker Cards
Purpose: Introduce key speakers with media, name, and designation.
Why it's needed: Builds interest and credibility by showcasing the event lineup.
Auto-Configured Buttons per speaker:
- Visit Profile (LinkedIn or website)
- Contact Organizer (Phone)
Each speaker has a carousel card, offering a swipeable experience to users.
Non-Featured Speakers Carousel
(Same structure as Featured Speakers, applied to additional speakers not highlighted in the main sessions.)
Featured Sponsors
- Allows adding sponsor highlights prominently in the WhatsApp flow.
- Each card includes:
- Sponsor Name
- Sponsor Description
- Visit Sponsor – Website URL
- Contact Sponsor – Phone number
This module uses a carousel view for showcasing multiple sponsors (e.g., GreenTech Innov, Excel).
Non-Featured Sponsors
- Same structure as featured sponsors but limited to one or simpler cards.
- Contains:
- Sponsor Name & Description
- Visit Sponsor (Website URL)
- Contact Sponsor (Phone Number)
You can preview how each card looks in the WhatsApp simulation panel before proceeding.
Once all cards are reviewed:
👉 Click "Next" or "Submit" to move to finalization and publishing of the WhatsApp event flow.
3.2 Concierge Flow Template
Purpose:
This section loads automatically when Template Type: Concierge is selected. You will configure multiple cards in sequence, starting with the Welcome Card.
Concierge Welcome Card
Purpose:
Provide a friendly starting point for guests using the property's concierge service.
Expected Behavior:
- Fields populate automatically based on assistant data
- User can edit all fields
- Live preview updates instantly
Property Info Card
Purpose:
Give guests quick access to essential stay details such as Wi-Fi, check-in, appliance help, amenities, and house rules.
Visibility Rules:
This card appears only when:
- Concierge flow type is selected
- A Concierge assistant is chosen
- Assistant has propertyInformation data
If no property information exists → card stays hidden.
Card Structure:
When previewed, the card includes:
- Header Title: "Your Stay Info"
- Header Media: Custom image
- Subtitle: User-defined text
- Buttons:
- Wi-Fi Details
- Check-in / Check-out Info
- Appliance Help
- Amenities
- House Rules
All five buttons are pre-configured and non-editable.
Venue Info Card (Concierge)
Purpose:
Help guests find the property, view details, or contact the concierge.
Content Defaults:
Body text auto-loads:
"Welcome!
I'm [Assistant Name], here to assist you during your stay at [Property Name]."
- Header Type: Always Media
- Media URL: Auto-filled from venue URL added during assistant creation
Buttons (Fixed):
- Get Directions
- Type: Website
- Auto-filled using assistant's locationURL
- Property Details
- Type: Quick Reply
- Sends "Property Details"
- Concierge Contact
- Type: Quick Reply
- Sends "Concierge Contact"
Flow Position:
After saving, this card is placed right after the Welcome Card with live preview.
Concierge Contact List Picker
Purpose:
Allow guests to choose the exact concierge service they need (housekeeping, maintenance, reception, etc.)
Visibility Rules:
This card appears only if:
- Concierge flow type is selected
- Concierge assistant is chosen
- Assistant has at least one valid contactType in importantContacts
If no valid types exist → card is hidden completely.
Body Content:
Default message (editable):
"We're here to help! Please select the type of assistance you need during your stay — whether it's housekeeping, maintenance, transportation, or anything else."
A WhatsApp character counter is shown.
List Item Behavior:
List items are fully auto-generated:
- Pulled from unique contactType values
- Maximum 10 items
- Empty or null values removed
- Duplicate contact types removed
- User cannot manually add or edit list items
List Button:
- Default text: "Select Service"
- Non-editable
- Max 20 characters
Step 4: Review All Tabs Before Submission
Purpose:
Ensure everything is accurate and ready for WhatsApp template approval.
➡️ Important Note:
When the user is on the Welcome Card tab and clicks "Next", the approval process for that specific template begins. Once a template is sent for approval, it can no longer be edited.
Only the last template (on the final tab) will be submitted when the Submit button is clicked. This action ends the setup flow, and the user will be redirected to the list screen.
Use the top tab navigation to review each section based on your template type:
For Event Flow Template:
- Welcome Card – Check the greeting message and CTA button configuration.
- Venue – Ensure the venue name, date, location, and map link are accurate.
- Session Details – Double-check session time slots, names, and brief descriptions.
- Speakers – Verify both featured and non-featured speaker cards for completeness.
- Sponsors – Ensure sponsor details (featured and non-featured) are correctly filled.
- Website & Contact Info – Confirm all URLs and phone numbers are correct and functional.
For Concierge Flow Template:
- Concierge Welcome Card – Verify the welcome message and ensure all fields are properly populated.
- Property Info Card – Check that property information is accurate and all five buttons (Wi-Fi Details, Check-in/Check-out Info, Appliance Help, Amenities, House Rules) are properly configured.
- Venue Info Card – Confirm assistant name, property name, media URL, and verify buttons (Get Directions, Property Details, Concierge Contact).
- Concierge Contact List Picker – Ensure the body message is appropriate and contact types are correctly listed (if applicable).
✅ Make sure:
- All required fields are filled.
- Text content is professional and grammatically correct.
- Images and links are valid and render properly in the WhatsApp preview.
Step 5: Submit for WhatsApp Approval
Purpose:
Finalize and submit the entire flow for official WhatsApp review.
- Click the "Next" button at the bottom right of the screen.
- The system will compile all configured template data.
- It will then submit the flow to WhatsApp for both Business-initiated and User-initiated template approval.
📌 After submission:
- You'll be notified once WhatsApp approves the template.
- Only approved templates will be available for automated outreach or broadcast.