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How to handle flow responses

WhatsApp allows you to send complex forms to your customers which are called Flows. Responses from the same can be handled in Chakra by configuring flow inbound rules. Steps to do the same are below

Access Inbound Flow Rules Settings page​

  • Go to your configured WhatsApp setup page
    • Alternatively you can find this page by going to Admin > Plugin and selecting the WhatsApp plugin
  • Click the Flow tab
  • Here we can ad dvarious rules on how to handle a response received from a flow
  • Click "Add Anoter" to add a new rule

Configure a rule​

  • First select the action that you want to take when a flow response is received
  • Currently we support only "Update Linked Process" action. So please select the same.
  • Under action context, Choose the procedure - in our case Lead
  • Now if you want to change the state of the linked lead you can configure the state under Change state to
    • This field is optional
  • The next section Mapping for form fields in Whatsapp Flow Forms allows us to store data collected from the flow in the lead
  • Click Add Anoter to add a new mapping
  • A new mapping entry is created
  • In the leftmost input box under "Form Field Label" add the label of the form field configured in your flow
  • Under the Process Attribute column select the lead attribute where the data from the form field should be stored
  • Repeat the above steps for every form field in your Flow form
  • You can also configure a catch all Lead field to store all those field's data which were not mapped specifically.
    • This configuration is helpfule when you have chagned the flow fields config but have forgotten to map the field here. This catch-all field will capture the information opreventing data loss
    • This field is optional
  • Under the "Select flows for which rule is valid" - you can configure the flows for which this rule will apply
    • Leave it empty if responses from all flows should be processed by this rule

Multiple rules​

You can configure multiple rules. Whenever a flow response is receinved, the system tries to match the rules with the response in order until a matching rule is found. Then the response is processed by the matched rule.