Install from the Shopify App StoreOverview
A Guided Flow is a choice-based path the customer walks through: questions with options, text steps, product steps that show live catalog items, and order steps. Every branch ends in an outcome you chose: completion, back to the menu, a human handoff, or a custom action.
Flows are versioned. You edit a draft, validate it, and publish when ready, so customers never see half-finished work. Flows can be duplicated, exported, and imported, which makes it practical to reuse a proven flow across agents.
On WhatsApp, flows can start from keywords or automatically, and steps render as native interactive buttons and lists. Customers who type instead of tapping are understood too: typed replies are matched to options, and side questions are answered before the flow resumes.
How it works
- 1
Build the flow visually
Compose question, text, product, and order nodes in the builder, and give every branch an explicit outcome.
- 2
Validate and publish
Validation catches broken branches before they ship. Drafts stay private until you publish a version.
- 3
Customers walk the path
Options render as buttons in the widget and as native interactive buttons and lists on WhatsApp.
- 4
Every branch ends deliberately
Complete the request, return to the menu, hand off to a person, or trigger a custom outcome. Nothing dead-ends.
Key facts
- Visual builder with question, text, product, and order node types.
- Draft and publish versioning with validation before anything goes live.
- Starting a flow costs one AI message; every step inside it is free.
- WhatsApp flows support keywords, auto-start, and native buttons and lists.
- Typed replies are matched to options, and side questions are handled mid-flow.
- Flows can be duplicated, exported, and imported across agents.
- On WhatsApp, up to three options render as buttons and up to ten as a list.
Frequently asked questions
Do Guided Flows use up my AI messages?
Starting a flow costs one AI message. Every subsequent step in the flow is free, which makes flows the cheapest way to handle high-volume repeat requests.
What if the customer types instead of tapping a button?
Typed replies are matched against the available options, and unrelated side questions are answered before the flow picks up where it left off.
Can I test a flow before customers see it?
Yes. Flows are edited as drafts and validated before publishing. Customers only ever interact with the published version.
How many options can one question have on WhatsApp?
Up to ten. Three or fewer render as reply buttons; more than three render as an interactive list.
