WhatsApp customer service automation from a simple trigger to a complete visual flow
Rules that act on their own, one-click macros, a Flow Builder with lookup, HTTP, SQL and bulk-send nodes, smart routing and AI bots. All without code, tested with real data before publishing.
- event-based automation triggers
- 100+
- lookup nodes for contact, CRM, tasks and charges
- 7
- of smart waiting in the Wait until node
- 30 days
What the GWhats Automation and Flow Builder module is
Automation and Flow Builder is the GWhats layer that makes the platform work by itself. Automation rules follow the trigger, conditions and actions structure, with more than one hundred triggers for conversations, messages, contacts, orders, contracts, calendar, CRM and tasks. Macros run standardized procedures in one click inside the conversation. The Flow Builder is a visual builder for conversational flows: messages, menus, media, conditions, HTTP requests, lookups, loops, data transformation and action forms connected on a canvas.
The module is completed by smart routing, which distributes conversations by strategy and capacity policies, and by bots and Captain, the service AI with assistants, documents, scenarios and custom tools. Everything is tested with real data before publishing, versioned, traced per session and connected to CRM, Payments, Tasks, Calendar, Follow-ups, Contracts, Catalog and Maestro. Flow Builder, Smart Routing and Captain are optional modules enabled by an administrator.
Five features, from simple to advanced
Rules, macros, visual flows, routing and service AI on the same platform.
Visual Flow Builder without code
Build complete dialogues by connecting nodes on a canvas: messages, button or list menus, media, conditions, HTTP requests, A/B variation, payment, contract and follow-up.
Automation rules with 100+ triggers
Conversation, message, contact, orders, contracts, calendar, CRM, tasks and subscriptions. Actions are scoped per trigger, so a rule never ends up with combinations that cannot run.
One-click macros
Standardized procedures the agent fires inside the conversation, such as close, escalate and qualify, with CRM, Tasks, Catalog, follow-up, charge and contact actions.
Lookup nodes and Wait until
Seven nodes query contact, conversations, CRM, tasks, commerce, charges and appointments (Found, Empty or Error). Wait until pauses the flow for up to 30 days until the condition is met.
Trigger data and automatic mapping
The webhook or API body becomes a variable, with a real payload sample, clickable tree, listening for up to 60 seconds and automatic field mapping up to 6 levels deep.
Action forms chained by id
Create CRM deal, charge, task, appointment, contact, subscription, follow-up and WhatsApp template with typed fields. Every record created exposes its id to the next step.
Bulk sends with anti-block cadence
Run a published flow for contacts, conversations, CRM deals, companies or a pasted list, honoring per-second and per-hour limits, drip, quiet hours and business days.
Smart conversation routing
Round-robin, Balanced or Skill-based policies with capacity limits per agent and inbox. The periodic sweep also distributes old conversations left without an agent.
Bots, Captain and AI triggers
Service AI with assistants, documents, scenarios and custom HTTP tools, plus five triggers that react to failures of the Maestro Bot.
Draw the whole dialogue on a canvas and test before publishing
Each node is configured in the side panel, with variables in any field via the { } button. Lookups, Item loop, Transform data and the SQL node read and shape data without leaving the canvas. Run test executes the draft with a badge per node, without touching the published version.
- Gallery of ready templates such as Complete chatbot, VIP routing and Pending payment recovery.
- Item loop with up to 100 items and Transform data with template, JSON, lists and regex.
- Read-only SQL node for PostgreSQL, MySQL or SQL Server, with a testable connection.
When X happens, do Y. And what the agent decides, in one click
A rule combines a trigger, AND conditions and a sequence of actions: assign, label, move CRM stage, create task, enroll in follow-up, fire a webhook or launch a bulk send. Contact automations act directly on the record, and macros put the procedure one click away from the agent.
- Contact created, updated, merged and deleted triggers with the whole catalog anchored to the contact.
- Five Maestro triggers: unbacked claim, altered reply, tool failure, failed turn and handoff requested.
- Macros visible to the whole account or only to their creator.
The right queue for the right agent, without distributing by hand
The routing policy sets strategy and priority; the capacity policy limits conversations per agent and inbox. When an inbox is linked, native assignment is turned off and the periodic sweep starts draining open conversations without an owner in batches, old backlog included.
- Three strategies: Round-robin, Balanced and Skill-based, with Fair distribution per time window.
- Six ready templates applied with one click, without duplicating policies.
- Reassign on unassignment and ignore old conversations, defined per policy.
Versions, sessions and reports to run flows safely
Publish, unpublish, restore a previous version, duplicate, import and export definitions. Every run becomes a session with status running, waiting, completed, failed or cancelled, which can be cancelled, re-run or resumed, in bulk too. Reports show volume, completions and failures per flow and period.
- Session trace with the reason for every Action skipped in the Steps tab.
- Strict mode for critical steps: fail the node when the action does nothing.
- Vault credentials for HTTP and outgoing webhook, never exposed in exports or history.
How it works
- 1
Pick the trigger or the audience
An event such as conversation created, webhook received or order paid, or an audience by label, segment, CRM pipeline or pasted list.
- 2
Draw the logic
Conditions and actions in a rule, or nodes on the Flow Builder canvas with variables in any field.
- 3
Test with real data
Run test on the draft, HTTP tester, payload sample and session trace show what every step produced.
- 4
Publish and operate
Version history, sessions, reports, bulk sends with cadence and routing distributing the queue.