We have introduced a feature that enables businesses to easily structure and automate conversations using Chatbots (WhatsApp Flows). This feature would enable you to meet needs such as; conducting surveys, customer support, lead generation and qualification, FAQs and knowledge base, among other activities.

a) Select Flows from the menu

b) Click the Create new flow button, and select the WhatsApp option

c) Provide WhatsApp flow details i.e. Name and Description

d) Click Next, to set configure the flow settings

i. Set up an opt-in keyword(s) - to enable a survey respondent to take part in the survey. You can choose to have the survey triggered by any word.

ii. Set up the stop keyword(s) - to enable users to opt out of the questionnaire in the flow. This is optional.

iii. Set up a reset keyword(s) - to enable a survey respondent to be taken back to restart the survey, if they would like to start over. This is optional.

e) Click Next, to set configure the Notification Settings

i. Set up a callback URL that would allow you to automatically have the results of your survey questions received.

ii. Enter an email address(es) that responses can be sent to

iii. Set up the reset after completion, which allows a participant to take part in the survey more than once. This is optional and has been set to default to allow users to participate in the survey multiple times.

iv. Users can also select to receive the results of each question or wait until the survey has been completed before the answers can be sent to the callback URL or the email address.

Click on the NEXT button to complete setting up the questionnaires.

f) Setting up the Questions: The flow builder shows the start button.

To set up the survey question, you will need to drag and drop the steps from the Steps menu on the left-hand side of the screen.

The following options are available:

Message response: This would show the last message, for instance when the customer has come to the end of the survey.

There are two types of questions:

Basic question: a question that requires an answer of the respondent's choice. However, the response can be validated to meet certain criteria.

Multiple choice question: a question that gives the respondents a set of options where one answer can be selected, allowing the flow to continue in the same direction.

Prompt question: a question that branches into different directions based on the response.

Responses to basic questions can be validated to meet certain criteria.

The following example shows how to set up a 2-step questionnaire survey.

i) Drag the basic question option onto the flow builder:

Click on the 'enter field name' to expand a menu on the right-hand side, and key in the necessary details, such as; question text, field name, tags etc

For questions that require a numerical response, the above can be clustered together to show a specific outcome, e.g. the highest or lowest rating received by the respondents. The field aggregation option can be used. In addition, a regex (regular expression) can be set up to allow the options to be between 0- 10, and an invalid message when incorrect input is received.

ii)Drag and drop the multiple choice question, and add the responses that the participant will select. You can only add up to 3 choices.

iii) Drag the prompt step to the flow, click on the Enter field name to expand a menu on the right-hand side, and key in the necessary details such as; question text, field name, tags etc

You can reference the previous response by using the field name in the question, e.g. {product}

iv) Under the prompt menu, write the responses that will be selected by the participant. This allows a different set of questions to be added for each response.

v) Drag the Message response, click on the Enter message text to expand a menu on the right-hand side, and key in the necessary details i.e. question text, tags etc

Click on the SAVE button to complete the setup.

Reach us at support@mteja.io if you need further assistance on how to set up a WhatsApp flow for your use case.