BotFlow actions
Action blocks you can use in BotFlow, including Send Message, Ask a Question, Buttons, List, and WebView.
BotFlow actions
BotFlow actions are the building blocks of your WhatsApp chatbot. Use them to send content, ask questions, and route users.
Send Message action block in KWIC BotFlow builder The Send Message action sends messages to customers, either at the start of the flow or during the conversation.
Components
Blue Diamond (Flow Connector) – Connects this action to the next action in the flow.
Start Button – Marks the starting point of the flow.
Pencil Icon – Edit the message content.
Delete Icon – Remove the action.
Diamond Box – Connect to the next action in the flow.
Message types
Send Message action message types: text, image, video, audio, document Text
Type your message.
Formatting options:
Example: “Hello John, welcome to our service!”
Image
Upload an image to send.
Example: Product photo, event poster.
Video
Upload a video to share.
Example: Demo video of a product.
Audio
Upload an audio file to send.
Example: Voice greeting or instruction.
Document
Upload documents (PDF, Word, etc.).
Example: Brochures, invoices, or manuals.
Purpose: Use this action to share information and media, or to trigger customer engagement.
Example customer message sent from a BotFlow action The Ask a Question action collects input from customers.
Components
Diamond Box: Connects the previous action to this action.
Action Box: Includes Start, Pencil (edit), Delete, and Diamond (next action).
Steps
Ask a Question action settings in KWIC BotFlow Ask a Question validation settings (type, limits, fallback) in KWIC BotFlow Question Text
Enter the question for the customer.
Supports formatting: emojis, bold, italic, and strikethrough.
You can include variables to personalize, for example: “Hello {Name}, what is your favorite color?”
Save Response Variable
Store the answer in a variable.
Example: Save the customer’s response as {CustomerAnswer} for later use.
Advanced Options
Validation Setting
Ensure the customer enters the correct type of answer.
Validation Types:
String – Text input (names, city, feedback)
Number – Numeric input (age, quantity)
Email – Valid email format
Location – Accepts a location
Limits
Set minimum/maximum values or lengths.
Maximum items: Restricts the number of answers (usually 1).
Validation Error Message
Message shown if the input is invalid.
Example: “Please type a valid answer.”
The customer must enter a valid value.
Fallback Message
Triggered if the bot cannot handle the input.
Example: “I will connect you with a human agent to assist you.”
Ask Address action block in KWIC BotFlow The Ask Address action collects the customer’s address.
Ask Address action settings: body text, country, save variable Body Text – Type the question asking for the address.
Example: “Please provide your full address for delivery.”
Country – Select the customer’s country (currently India only).
Save Variable – Store the address in a variable for use in later actions.
Buttons action block in KWIC BotFlow Buttons action configuration screen in KWIC BotFlow Buttons action options and save response variable in KWIC BotFlow The Buttons action provides predefined, clickable options to the customer.
Ask Text – Type the question. Supports emojis, formatting, and variables.
Example: “Do you want to proceed?”
Answer Variants – Add options (max 20 characters each).
Example: Option 1 = “Yes”, Option 2 = “No”
Save Response Variable – Store the selected answer for later use.
Advanced options:
Validation Settings: Maximum attempts = 1.
Validation Error Message: “Please select a valid option from the buttons above.”
Fallback Message: “I will connect you with a human agent to assist you further.”
The List action displays a structured, interactive menu. It’s suitable for multi-option selections.
List action block in KWIC BotFlow List action configuration: header, body, footer, button name List action section setup and row configuration in KWIC BotFlow List action preview showing interactive menu in WhatsApp chat Components
Header Text (optional) – Max 60 characters.
Example: “Select a category”
Body Text – Main message; supports formatting and variables.
Footer Text (optional) – Max 60 characters.
Button Name – Name of the button opening the list (example: “Menu”).
Sections
List Section: Group of options in the list.
Add / Delete Section: Create or remove sections.
Selection Title: The name of each section.
Search Bar (optional): Allows the customer to search rows inside a section.
Rows and selections
Row Title: Max 24 characters.
Description: Optional explanation.
Add Selection: Clickable option the customer chooses.
Save Response Variable: Store the selected option for later use.
Example:
Row 1: Title = “Apple”, Description = “Red and sweet”, Selection = “Apple”
Row 2: Title = “Banana”, Description = “Yellow and soft”, Selection = “Banana”
Advanced options:
Validation Error Message: “Please select a valid option from the list above.”
Fallback Message: “I will connect you with a human agent to assist you further.”
WebView action block in KWIC BotFlow WebView action configuration: title, button text, and URL The WebView action allows the bot to open a website inside the chat.
Header: Title of the WebView. Example: “Check Our Products”
Body: Instructions for the customer. Supports formatting.
Footer (optional): Example: “Explore more products here.”
Button Text: Text on the button opening the webpage. Default = “Visit”
URL: The link to the webpage (example: https://www.example.com).
Purpose: Allows customers to visit websites without leaving the chat interface.
