How to Configure the Incoming WhatsApp Chat Flow
How to Configure the Incoming WhatsApp Chat Flow
The Squaretalk Platform allows you to configure a WhatsApp Inbound Flow to control how customer messages are handled before they reach an agent.
Step-by-Step: Create an Incoming Flow
Go to Settings → Messaging → Business Numbers and click the Flow icon under the Actions column. A visual flow editor will open.
Inside the editor, click the “+” button to add steps and build your inbound routing path.
Flow Components (What You Can Add)
Squaretalk supports three main building blocks for inbound WhatsApp flows.
Time Condition
1.1. Once you choose to create a Time Condition, a side panel will open. Click the “+” button on the side panel to create Time Groups and save them by clicking on Create.
1.2. Then click the “+” button next to True/False and choose the fallback destination for each scenario.
Auto Message
2.1. If you choose to create an Auto Message, a side panel will open again with more options. Click the “+” button in the side panel to add a new Auto Message rule.
2.2. Select the country code the message should apply to (this helps the system send the correct message based on the customer’s number).
2.3. Enable Default Message so the system will use this message automatically when no specific country code rule matches.
Messaging Queues
3.1. Once you choose to create a Queue, follow the side panel on the right for more setup options. Set up the Queue Name and Number. (Important: Queue numbers must be higher than 9000.)
3.2. Set the Status as Active.
3.3. Adjust Timing Settings and Chat Distribution Strategy.
📌 To learn more details on each distribution option, check our article: How to Choose the Correct Calls Distribution.
3.4. Choose between Yes and No for Auto Pickup:
Yes = Chats are automatically assigned and pushed to available agents.
No = Agents must manually claim chats from the Waiting list in their dashboard
3.5. Enable Limit Open Chats if necessary and set the MaximumNumber of Open Chats per agent.
3.6. Define a Fail-Over Destination for chats that are not answered.
📌 Important: If no fail-over destination is set, the system will restart the queue loop indefinitely.
3.7. Go to the Users tab to add members to the current queue.
📌 Important: A single inbound workflow can contain only one Messaging Queue.
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