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A keyword match in a customer’s message, or a customer tapping a Reply button on a Template specified in the flow.
No, keywords must be unique across every Flow in your app.
Once the Timeout window passes, the Flow stops and sends the timeout message you’ve set instead of continuing.
No. Once one customer service window ends, tapping an old button or replying later starts fresh rather than resuming.
Contains triggers if the keyword appears anywhere in the message. Exact only triggers if the message matches the keyword exactly, with nothing else.
Yes. Anything saved by a Question or API Call node — like {{order_id}} — can be reused in later Text Message, Template, or Condition nodes.
The node has a separate Fallback path you can connect to a message or next step, so the Flow can still respond gracefully instead of getting stuck
Yes. Use the Interactive node’s Form message type to open a WhatsApp Form directly, or the Location node to share a location pin.
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