Logic steps — questions, conditions, waits and splits

🎯 Goal

Make your bot smart: collect answers, make decisions, wait the right amount of time and test variations.

🧰 What you need

• A flow open in the builder

Ask question

Sends a question, waits for the answer, checks it, and saves it to a field.

• Question: What is your email address?
• Save the answer to: a field, such as email. Pick an existing field, or click + Field to create a custom contact field.
• Answer must be: Any text, A number, An email address, A phone number, A date, or Anything.
• If invalid, say: That doesn't look like an email. Please try again.
• Retries before “gave up”: 0 to 5, default 2.
• If the 24-hour window is closed: an optional template to send instead.
• Exits: answered / gave up (optional).

Example: Ask for a pincode as A number, then Condition “pincode starts with 302” → We deliver in Jaipur! / Sorry, Jaipur only for now.

AI Router

Reads the customer’s message with your AI key and picks the matching intent. Each intent gets its own exit, plus other.

• Intents: pricing — Asks about price; support — Needs help with an order; bulk — Wants to buy in bulk.
• Minimum confidence (slider 0–1, default 0.50): below it, the router takes other.
• Optional Extra guidance: We sell sweets and namkeen; "order" questions are support.

Good for free-text first messages, where keywords would miss half the phrasings. Needs an AI key (AI providers).

Condition

Checks one or more rules and takes yes or no. Take “yes” when all rules match (AND) or any rule matches (OR).

Rule source	Checks	Example
Customer message	The last message	contains urgent
Field / answer	A saved answer or contact field	budget greater than 50000
Contact tag	has tag / does not have tag	has tag vip
Contact	Name, phone…	phone starts with +91
Conversation	Status, assignee…	status is open
Business hours	Open or closed now	is open
24-hour window	Whether free-form messages can be sent	is open
Time of day	Between two times	between 13:00 and 14:00
Day of week	In a set of days	in Sat, Sun
WhatsApp number	Which of your numbers the chat is on	in Support line
Contact segment	Membership of a saved segment	in Jaipur VIPs

Operators: is, is not, contains, does not contain, starts with, ends with, is set, is empty, is a number, greater than, less than, matches regex.

Smart wait

Waits for the customer’s next message, with a time limit. Optional Message first sends a message before waiting. Wait for a reply for 30 minutes, then optionally Save the reply to reply (turn on Also save it on the contact to keep it). Exits: replied (as soon as the customer writes) / no reply in time (optional).

Example: After sending a quote: Smart wait 2 hours → no reply → Any questions about the quote, {{first_name}}?

Delay

Pauses the flow (Wait) for minutes, hours or days, up to 90 days, then continues. Turn on Stop if the customer replies to end the run when the customer writes in the meantime.

After a delay of more than 24 hours the window may be closed. Use a Template next, or set the fallback template on the message step.

Go to another chatbot / Go to step

• Go to another chatbot: hands the chat to another chatbot (Continue in). Use it to reuse a shared “Main menu” or “Collect address” flow.
• Go to step: jumps to a step in this flow (Jump to step). Use it for “try again” loops.

Loop protection stops a chat after visiting the same step 3 times, or 5 flow jumps.

Wait for the next message

Keeps the chat “inside” this flow for a while (Keep the chat in this flow for 60 minutes), so the customer’s next free-text message comes back here instead of starting another flow. Save the next message to (optional) captures it.

A/B split and Randomizer

• A/B split: a slider (steps of 5%) sends a share of contacts down A and the rest down B. It’s sticky per contact: each contact always takes the same path. Use it to compare two welcome messages.
• Randomizer: picks one of 2 to 6 paths at random, by weight (for example 2 : 1 : 1). Use it to rotate offers or spread leads.

Business hours check

Two exits: open / closed, based on the number’s business hours and holidays.

Example: open → Human handoff; closed → “We’re closed now. Leave your question and we’ll reply at 10 am” → Ask question.

End chatbot

Finishes the run here. Any exit with nothing connected also ends the flow. Use End explicitly to make the intent clear.

Tip

Combine Ask question + Condition + Go to step for robust forms. For longer forms (5+ fields), a WhatsApp Flow is nicer for customers.

What’s next

Data and team steps →Save, tag, call APIs, hand over.AI and commerce steps →AI replies, payments, order lookup.