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Guide · October 2026 · early access

The complete baseNode flow guide.

Every flow in one place, with diagrams and screenshots on laptop and phone: onboarding, how messages travel, chatbots, scheduling, links, stores and agencies.

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Contents

  1. 1. Client onboarding
  2. 2. How a message travels
  3. 3. Chatbots and flows
  4. 4. Scheduling, quick replies and business hours
  5. 5. Click-to-chat links and QR codes
  6. 6. Store integrations and automations
  7. 7. Forms and segments
  8. 8. Catalogue, customer photos, reply times and ratings
  9. 9. Webhooks and tracked links
  10. 10. Agencies, plans and the admin panel
  11. 11. Payments and invoices
  12. 12. Security and privacy
  13. 13. Templates, A/B tests and a faster inbox
  14. 14. Playbooks, appointments, pipeline and getting paid
  15. 15. Workflows, custom stages, duplicates and email summaries
  16. 16. Your day: Today, ownership, contacts, reports and help
  17. 17. Connections, sequences, link-in-bio and smarter insights

What baseNode covers

Shared team inbox
24-hour window timer, notes, assignment, quick replies, PDFs and photos.
Broadcasts with preflight
Consent filter, frequency cap, exact cost with GST, scheduling and quiet hours.
Chatbots and flows
Starters, buttons and lists, questions, conditions, hand-off, simulator, optional AI.
Store automations
Shopify, WooCommerce, Wix and custom APIs; delayed sends; revenue attribution.
Links and QR codes
Click-to-chat entry points that tag each customer's source.
Business hours
Away messages, greetings, round-robin assignment.
Wallet and pricing
Meta fees at cost, itemised with GST; DB-driven plans and add-ons.
Agencies
Client workspaces, your margin, white-label branding.
Admin panel
Plans, add-ons, Meta rate cards, workspaces and leads.
Forms and segments
Native WhatsApp forms and web forms; rule-based audiences.
Catalogue and customer 360
Product cards, customer photos, timeline and ratings.
Webhooks and tracked links
Signed events to your systems and link click counts.

1. Client onboarding

Everything a new business does, from creating a workspace to sending a first message, a PDF and a photo, and running a campaign.

Onboarding at a glance
  1. Sign up
    Free plan, no card
  2. Connect number
    Meta WhatsApp number
  3. Add funds
    Prepaid wallet
  4. Add contacts
    With consent
  5. Create template
    Meta reviews it
  6. First message
    Template opens the chat
1Who: You

Create your workspace

Sign up with your work email and your business name. Agencies pick the agency account type to manage several clients from one login.

  • Free plan: 1 number, 100 contacts, no card needed
Sign-up form with business name, email and password (laptop)
Sign-up form with business name, email and password (phone)
2Who: You

Follow the setup checklist

The Get started checklist shows exactly what's left. A step only turns green when it's really done, for example when a number is connected or a message has actually been sent.

  • It reappears on your inbox until the five required steps are done
Setup checklist showing progress (laptop)
Setup checklist showing progress (phone)
3Who: You, with Meta

Connect your WhatsApp number

Open Settings and add your WhatsApp Business phone number ID and access token from your Meta app. One-click Embedded Signup replaces this once our Meta Tech Provider approval is complete. Your token is stored encrypted and never shown again.

  • Use a number that isn't already on the regular WhatsApp app, or migrate it first
  • Meta business verification raises your daily sending limit
Settings, connect a WhatsApp number (laptop)
Settings, connect a WhatsApp number (phone)
4Who: You

Add funds to your wallet

Meta charges per delivered template message. Top up the wallet; every send shows Meta's fee, ours and GST, and failed sends are refunded.

  • Replies inside the 24-hour window are free
  • Start with ₹500 to ₹1,000
Wallet with balance and price per message (laptop)
Wallet with balance and price per message (phone)
5Who: You

Add contacts, with consent

Add people one by one or import a CSV (phone, name, email, tags). Tick the consent box only if the person agreed to receive WhatsApp messages. Marketing messages go only to opted-in contacts.

  • 10-digit Indian numbers get +91 automatically
  • STOP replies opt people out instantly
Add contact with consent checkbox (laptop)
Add contact with consent checkbox (phone)
6Who: You, then Meta

Create a message template

Templates start conversations outside the 24-hour window. Pick utility for order updates (cheapest) or marketing for offers. We check the wording against common rejection reasons and show the price per message before you submit.

  • Placeholders like {{1}} can't start or end the message
  • Promotional wording in a utility template may be re-categorised and billed as marketing
New template with category, body and price (laptop)
New template with category, body and price (phone)
7Who: You

Send your first message

Open a contact and tap Message. Because the customer hasn't written yet, the 24-hour window is closed, so you send an approved template. Fill the variable and send; the cost appears on the message.

  • The cost shown includes 18% GST
  • Marketing templates are blocked for contacts without opt-in
Choosing a template and filling its variable (laptop)
Choosing a template and filling its variable (phone)
Template message sent with its cost (laptop)
Template message sent with its cost (phone)
8Who: Your customer

The customer replies

When the customer answers, the chat jumps to the top of your shared inbox with an unread badge, and a timer shows the free 24-hour reply window.

  • Assign the chat to a teammate or leave an internal note
  • Quick replies save typing
Inbox with a new unread reply (laptop)
Inbox with a new unread reply (phone)
9Who: You

Send a PDF and a photo

Inside the free window, tap the paperclip to attach a brochure, invoice or product photo. Add a caption and send. Documents appear as cards and photos as thumbnails.

  • JPG and PNG up to 5 MB; PDF, Word, Excel, TXT and MP4 up to 10 MB
  • Attachments as replies cost nothing from Meta
Attaching a PDF with a caption (laptop)
Attaching a PDF with a caption (phone)
PDF and photo delivered in the conversation (laptop)
PDF and photo delivered in the conversation (phone)
10Who: You

Run a campaign with a preflight

Choose a template and a tag. Before anything is sent, the preflight shows how many people will receive it after consent checks, the exact cost with GST, your wallet balance, and any warnings.

  • No contact gets two marketing messages in 24 hours
  • After the send, the report credits store orders back to the campaign
Campaign preflight with cost breakdown (laptop)
Campaign preflight with cost breakdown (phone)

2. How a message travels

What happens, in order, when a customer writes to your WhatsApp number, and what happens when you send a campaign or a store order arrives.

A customer message (inbound)
  1. Customer writes
    On WhatsApp
  2. Meta delivers
    To our webhook, signature checked
  3. Saved first
    STOP and START handled, nothing is lost
  4. Source and owner
    Link tag, round-robin assign
  5. Auto-replies
    Away message or greeting
  6. Chatbot or agent
    A matching flow runs; or the inbox shows it
  7. Reply
    Free for 24 hours
A campaign (outbound)
  1. Approved template
  2. Audience
    Tags or everyone
  3. Consent filter
    Opted-in only, 1 marketing message per 24h
  4. Preflight
    Cost with GST, wallet, warnings
  5. Send now or schedule
    Quiet hours respected
  6. Delivery
    Sent, delivered, read; failures refunded
  7. Report
    Spend and attributed revenue
A form (collect details)
  1. Send the form
    From a chat, a bot or a link
  2. Customer fills it
    Native WhatsApp form or web page
  3. Validated
    Required fields, emails, numbers
  4. Contact updated
    Name, email, custom fields, tags
  5. Event sent
    form.submitted to your webhook
A resolved chat (rating)
  1. Agent resolves
  2. Rating asked
    1 to 5, inside the free window
  3. Customer taps
    csat_1 to csat_5
  4. Saved
    Reports, contact panel, webhook
A store order (automation)
  1. Order or cart event
    Shopify, WooCommerce, Wix
  2. Signed webhook
    Signature verified
  3. Contact updated
    Consent recorded if given
  4. Automation
    Instant or after a delay
  5. Template sent
    Utility messages cost least
  6. Revenue credited
    To the last campaign seen

3. Chatbots and flows

Build an automatic conversation from steps, test it safely, and switch it on. The bot answers instantly, collects details, and hands the chat to your team when a person should take over. A teammate replying always pauses the bot.

Building a chatbot
  1. Pick a starter
    Welcome menu, lead capture, FAQ
  2. Edit steps
    Messages, buttons, questions, forms, conditions
  3. Arrange on canvas
    Drag, connect, edit
  4. Test
    Simulator, nothing sent
  5. Go live
1Who: You

Choose a ready-made starter

Open Chatbots and tap New chatbot. Pick a starter such as a welcome menu, lead capture, FAQ bot, appointment request or an AI helper, or start from scratch.

  • Starters are normal flows you can edit freely
  • A chatbot starts on a keyword, on a new customer's first message, or on any message as a fallback
Chatbots page before the first chatbot (laptop)
Chatbots page before the first chatbot (phone)
Starter flows to pick from (laptop)
Starter flows to pick from (phone)
2Who: You

Edit the steps

Each step is a card: a message, buttons or a list (up to 10 options), a question that saves the answer on the contact, a condition, a tag, an AI answer, a hand-off to your team, or an end. Every option says which step comes next.

  • Use {{name}} for the customer's name
  • Buttons are shown for up to 3 options and a list for 4 to 10
  • Problems that would break the flow are flagged before you can go live
Editing the steps of a welcome menu (laptop)
Editing the steps of a welcome menu (phone)
3Who: You

Arrange it on the canvas

The Canvas tab shows every step as a card you can drag around. Drag from the dot beside an option onto another step to connect them, tap a step to edit it, and add new steps from the toolbar. Dead ends and unconnected steps are easy to spot.

  • Positions are saved with the flow
  • Works with touch on phones too
Drag-and-drop flow canvas (laptop)
Drag-and-drop flow canvas (phone)
4Who: You

Test it in the simulator

Chat with your own bot exactly as a customer would, using the buttons or typing. Collected answers, tags and hand-offs are shown as small notes. Nothing is sent to WhatsApp.

  • Works on unsaved changes
  • Press Restart to try another path
Simulator showing a full conversation (laptop)
Simulator showing a full conversation (phone)
5Who: You

Go live

Tap Save & go live. The chatbot shows as Live with counters for started, completed and handed-off conversations. Pause it any time.

  • Only one chatbot answers a given message: keyword flows win, then first-message flows, then fallbacks
A live chatbot with its counters (laptop)
A live chatbot with its counters (phone)
6Who: Your customer

See it work in the inbox

When a customer writes, the bot replies with buttons, asks for an order number, saves it on the contact, and hands the chat to a teammate. The chat shows the whole exchange and a Bot paused chip once a human owns it.

  • A teammate's reply pauses the bot; resolving the chat resumes it
  • Messages sent by the bot are free inside the 24-hour window
Inbox showing the bot conversation (laptop)
Inbox showing the bot conversation (phone)

4. Scheduling, quick replies and business hours

Send at the right time, answer faster, and stay in control when you are closed.

Scheduled campaign
  1. Preflight
    Audience and cost
  2. Pick a time
    Or send now
  3. Waits
    Quiet hours hold it
  4. Sends once
    Claimed atomically
  5. Report
1Who: You

Schedule a campaign

After the preflight, choose a date and time instead of sending now. The campaign shows as Scheduled and can be cancelled until it starts.

  • Consent and frequency checks run again when it sends
  • If quiet hours apply, it waits until they end
Preflight with the schedule option (laptop)
Preflight with the schedule option (phone)
Campaign list showing the scheduled time (laptop)
Campaign list showing the scheduled time (phone)
2Who: You

Send a follow-up later

Write a reply, tap the clock and pick a time. It appears under the chat and can be cancelled. Free-form messages only send if the 24-hour window is still open; otherwise you see why it failed.

  • Use a template for follow-ups after the window closes
Choosing when to send a message (laptop)
Choosing when to send a message (phone)
A scheduled message waiting under the chat (laptop)
A scheduled message waiting under the chat (phone)
3Who: You

Use quick replies

Type a slash in the message box to search saved replies, or tap one above the box. Manage them in Settings.

  • Shortcuts are lowercase, like /thanks or /ship
Slash shortcuts in the message box (laptop)
Slash shortcuts in the message box (phone)
4Who: You

Set business hours and auto-replies

In Settings, set opening hours per day and a time zone. Turn on an away message (sent at most once every 12 hours), a greeting for new customers, quiet hours for marketing and round-robin assignment.

  • A chatbot that starts on a new customer's first message replaces the greeting
Business hours and auto-reply settings (laptop)
Business hours and auto-reply settings (phone)

5. Click-to-chat links and QR codes

Turn posters, packaging, ads and bios into conversations, and see which one works.

From poster to chat
  1. Create a link
    Name and prefilled message
  2. Print the QR
    Or share the link
  3. Customer scans
    WhatsApp opens with the message
  4. Chat starts
    Source tag added
  5. Counts update
    Opens and new chats
1Who: You

Create a link and download the QR

Name the link after where you will use it, write the message customers will send, and add optional tags. Copy the link or download a print-ready QR.

  • A short code at the end of the message tracks the source
  • Needs your WhatsApp display number saved in Settings
QR code and link for a shop window (laptop)
QR code and link for a shop window (phone)

6. Store integrations and automations

Connect Shopify, WooCommerce, Wix or your own backend so orders and carts message customers by themselves and revenue is credited to campaigns.

1Who: You

Connect a store

Choose the platform and copy the webhook URL and signing secret into your store. Add automations for order confirmation, cart recovery and shipping updates.

  • The signing secret is shown once
  • A one-line script adds a WhatsApp chat button to any website, including Wix
Finishing a Shopify connection (laptop)
Finishing a Shopify connection (phone)

7. Forms and segments

Collect details inside the chat, then target exactly the right people.

1Who: You

Build a form

Add fields (text, email, phone, number, dropdown, single and multiple choice, date), mark which are required, and say where each answer should be saved on the contact. Add a thank-you message and tags.

  • Answers can fill name, email or your own custom fields
  • Publishing to WhatsApp makes it a native in-chat form; until then it works as a web page
Form builder with fields and options (laptop)
Form builder with fields and options (phone)
2Who: Your customer

Share it as a link or in a chat

Every form has a mobile web page. Send it from the inbox with the Form button, from a chatbot step, or print it on a QR. A link sent in a chat already knows who the customer is, so it skips the phone question.

  • Responses appear in a table and download as CSV
  • Each submission adds a form tag and a timeline entry
Hosted form on a phone (laptop)
Hosted form on a phone (phone)
3Who: You

Save a segment

Combine rules, such as tag has VIP and consent is yes, and watch the live count and a sample of matching contacts. Use the segment as a campaign audience instead of typing tags.

  • Rules: tags, consent, name, phone, custom fields, last activity, sign-up date
  • Match all or any conditions
Segment builder with live preview (laptop)
Segment builder with live preview (phone)

8. Catalogue, customer photos, reply times and ratings

Sell from the chat, see what customers send, and keep an eye on how fast and how well you reply.

1Who: You

Add products

Add a product with a photo, price, description and link. No Meta commerce approval is needed.

  • JPG or PNG up to 5 MB
Product catalogue (laptop)
Product catalogue (phone)
2Who: You

Send a product card

Inside an open chat, tap Product and pick one. The customer receives the photo with the name, price, description and link. Needs the free 24-hour window.

  • Forms are sent the same way from the Form button
Choosing a product to send (laptop)
Choosing a product to send (phone)
3Who: You

Spot overdue chats

Customer photos, documents and voice notes show in the chat. Chats unanswered for longer than your reply-time goal get an Overdue tag and a filter in the inbox.

  • Set the goal in Settings
  • Customer files are fetched from WhatsApp on demand
Inbox with an overdue chat (laptop)
Inbox with an overdue chat (phone)
4Who: You

See the whole customer

The contact panel shows consent, tags, rating and a timeline of messages, campaigns, orders, forms and consent changes. On a phone, tap Details.

  • After a chat is resolved, an optional 1 to 5 rating is requested
Customer 360 with rating and activity (laptop)
Customer 360 with rating and activity (phone)
5Who: You

Review team performance

Insights shows first-reply time, the share answered within five minutes, chats overdue right now, average rating and a per-agent table.

  • First reply counts bot and human replies
Team performance (laptop)
Team performance (phone)

9. Webhooks and tracked links

Connect baseNode to your own systems and measure what people click.

Outbound webhook
  1. Event happens
    Message, status, opt-out, form, rating, campaign
  2. Signed JSON
    HMAC-SHA256 in X-Basenode-Signature
  3. Your URL
    Public addresses only
  4. Logged
    Retries, status and errors shown
1Who: Developer

Add a webhook

Paste your https URL, choose events (or leave empty for all), and copy the signing secret that is shown once. Send a test and watch the delivery log.

  • Internal and private addresses are refused
  • Failed deliveries are retried and a down endpoint never loses a customer's message
Webhooks card with delivery log (laptop)
Webhooks card with delivery log (phone)
2Who: You

Track link clicks

Wrap any web address in a short link, paste it into a template variable or a chat, and see how many people tapped it.

  • Only http and https targets are accepted
Tracked links with click counts (laptop)
Tracked links with click counts (phone)

10. Agencies, plans and the admin panel

For agencies running several clients, and for the platform team that sets prices.

Agency model
  1. Agency account
    One login
  2. Client workspaces
    Own wallet, numbers, data
  3. Your margin
    Per message, per client
  4. Clients top up
    Meta fee + your margin + GST
1Who: Agency

Run clients from one login

Create a workspace per client with your own per-message margin. Open any client in one tap. Brand name and colour can be set for white-label.

  • Clients see Meta's rate and your fee on separate lines
Agency dashboard with client workspaces (laptop)
Agency dashboard with client workspaces (phone)
2Who: Platform admin

Show prices on the website

The public pricing page reads plans and add-ons from the database, with a monthly and yearly toggle for businesses and agencies.

  • Plans can be hidden instead of deleted when customers use them
Public pricing page (laptop)
Public pricing page (phone)
3Who: Platform admin

Edit plans from the admin panel

Change prices, limits, features, badges and the per-message fee. Changes go live straight away on the pricing page.

  • Slugs are locked because workspaces reference them
Admin: all plans (laptop)
Admin: all plans (phone)
Admin: editing a plan (laptop)
Admin: editing a plan (phone)
4Who: Platform admin

Keep Meta's rates current

When Meta changes a price, add a new rate with an effective date. The newest date wins and old rates stay for the record.

  • Wallets, preflight and the price tables use the new rate immediately
Admin: Meta rate cards (laptop)
Admin: Meta rate cards (phone)

11. Payments and invoices

Top up the wallet and buy a plan online with Razorpay. Amounts are worked out on our server, every payment is verified by signature before anything is credited, and each payment gets a printable invoice.

A payment
  1. Choose amount or plan
    Server works out the price
  2. Razorpay checkout
    UPI, cards, netbanking
  3. Signature verified
    Browser result alone is never trusted
  4. Credited once
    Even if the webhook also arrives
  5. Invoice
    Printable, GST itemised
1Who: You

Add funds to the wallet

Enter an amount (from ₹100) and tap Add. The Razorpay window opens; pay by UPI, card or netbanking. The wallet is credited the moment the payment is verified.

  • Wallet credit is 1:1. GST is charged on each message and itemised in the ledger
  • Until live keys are added, a built-in test gateway lets you try the whole flow
Wallet credited after payment (laptop)
Wallet credited after payment (phone)
2Who: You

Download the invoice

Every paid order appears under Invoices on the Wallet page. Open it to print or save as PDF.

  • Seller name, GSTIN and address come from server settings, and are blank until the business details are confirmed
Printable tax invoice (laptop)
Printable tax invoice (phone)
3Who: You

Buy a plan

On the pricing page, choose a paid plan and pay. The plan switches on after payment and renews every month or year. If a renewal is not paid, the workspace drops to Free after a short grace period, and nothing is deleted.

  • Annual billing shows the discounted monthly rate
  • Plan prices come from the admin panel
Plan active after payment (laptop)
Plan active after payment (phone)

12. Security and privacy

Protect accounts with two-step login, control what each person can see, keep an activity log and meet DPDP expectations with export, erase and retention tools.

Two-step login
  1. Set up
    Scan QR in an authenticator app
  2. Confirm a code
    Turns it on
  3. Save recovery codes
    Shown once
  4. Log in
    Password then 6-digit code
1Who: You

Turn on two-step login

Open Security, tap Set up two-step login, scan the QR code with Google Authenticator, Authy or 1Password, and enter the 6-digit code to confirm.

  • Owners can require it for every admin in Workspace policy
  • The secret is stored encrypted
QR code and confirmation (laptop)
QR code and confirmation (phone)
2Who: You

Save your recovery codes

Ten single-use codes are shown once. Save them somewhere safe; each one lets you in if you lose your phone.

  • Used codes are removed automatically
Recovery codes (laptop)
Recovery codes (phone)
3Who: You

Review security settings

Change your password, sign out of every device, limit agents to their own chats, set message retention, download consent proof and read the activity log of sensitive actions.

  • Changing your password signs out all other devices
  • The activity log exports as CSV
Security page (laptop)
Security page (phone)
4Who: You

Log in with a code

After your password, enter the 6-digit code (or a recovery code). Repeated wrong attempts lock the account for a short time.

  • Passwords need 10+ characters and are checked against common ones
Login asking for the code (laptop)
Login asking for the code (phone)

13. Templates, A/B tests and a faster inbox

Start from a library of ready-made templates, add images and buttons, test two versions of a campaign, and clear the inbox in bulk.

Template to approval
  1. Pick from the library
    30 ready-made, by industry
  2. Add header and buttons
    Image, PDF, video, reply, link, call
  3. Preview
    WhatsApp-style bubble
  4. Submit to Meta
    Status syncs back automatically
  5. Approved or rejected
    Reason shown on the card
A/B campaign
  1. Two templates
    Same category
  2. Small test group
    10 to 50%, split evenly
  3. Wait
    You choose the hours
  4. Winner picked
    Read rate, then reply rate
  5. Sent to the rest
1Who: You

Use the template library

In Templates, tap Template library, filter by industry and add any template to your workspace as a draft. Edit it and submit it for review.

  • Library templates are also public at /template-library
Template library (laptop)
Template library (phone)
2Who: You

Build with a header and buttons

Add an image, PDF or video header with a sample file, up to three quick-reply buttons, link buttons and a call button. The preview shows what customers see. Fix any warnings before submitting.

  • Meta reviews the sample file
  • Quick-reply taps arrive as normal messages and can start chatbots
Template builder with preview (laptop)
Template builder with preview (phone)
3Who: You

Run an A/B test

When creating a campaign, choose A/B test, pick a second template, the size of the test group and how long to wait. You can also pick the winner early. Smart send-time instead delivers to each person at the hour they usually write to you.

  • Both templates must be the same category so they cost the same
Campaign form with A/B options (laptop)
Campaign form with A/B options (phone)
4Who: You

Send yourself a test first

In the preflight, send the template to your own number before the real thing. It costs one message, and the number is tagged test.

  • Limited to 10 per minute
Preflight with test send (laptop)
Preflight with test send (phone)
A/B test in progress (laptop)
A/B test in progress (phone)
5Who: You

Work the inbox in bulk

Tap Select, tick conversations and resolve, reopen or label them together. Hot and warm leads are marked from their activity, and ad leads show which ad they came from.

  • Lead score rises with replies, forms and orders and fades daily
  • With AI switched on you also get Translate and Mood buttons
Bulk selection in the inbox (laptop)
Bulk selection in the inbox (phone)
6Who: You

Notifications, theme and shortcuts

In Settings turn on new-message notifications for this device, install baseNode as an app, and choose light, dark or automatic. On a laptop press Ctrl or ⌘ + K to jump anywhere.

  • On iPhone, add baseNode to the Home Screen first
Settings with device preferences (laptop)
Settings with device preferences (phone)
Command palette (laptop)
Command palette (phone)
7Who: You

Share trust and learning pages

Public pages cover security and privacy, the template library and short guides, so customers and your security team can check how you work.

  • Security page lists what is done and what is not yet
Security and trust page (laptop)
Security and trust page (phone)
Public template library (laptop)
Public template library (phone)

14. Playbooks, appointments, pipeline and getting paid

The shortcuts that remove everyday work: set up a whole use case in one tap, book appointments that remind people by themselves, track every lead on a board, and collect payment inside the chat.

Appointment with automatic reminders
  1. Book
    Customer, what for, when
  2. Confirmation
    Sent now if possible
  3. Reminder 24h before
  4. Reminder 2h before
  5. Reschedule or cancel
    Old reminders vanish automatically
Getting paid in chat
  1. Tap Get paid
    Amount and reason
  2. Razorpay link sent
    Your own Razorpay account
  3. Customer pays
    UPI, card, netbanking
  4. You are told in the chat
    Plus tag, lead score, webhook
1Who: You

Set up a playbook

Open Playbooks and tap Set this up on the one that fits: order updates, cart recovery, appointment desk, reviews, lead follow-up, fee reminders or an always-on front desk. We add the templates, chatbots and settings, and optionally send the templates to Meta. Running it again only adds what is missing.

  • Chatbots are added switched off so you can review them
  • A short list of next steps is shown at the end
Playbooks (laptop)
Playbooks (phone)
What a playbook set up (laptop)
What a playbook set up (phone)
2Who: You

Book an appointment

Choose the customer, what it is for and when. Reminders are scheduled 24 and 2 hours before (change this in Settings), and a confirmation goes out straight away when the chat is open or an approved confirmation template exists.

  • Rescheduling or cancelling removes the old reminders
  • Without an approved reminder template, reminders send as plain text only if the 24-hour window is open
Booking form (laptop)
Booking form (phone)
Upcoming appointments by day (laptop)
Upcoming appointments by day (phone)
3Who: You

Track deals on the pipeline

Every lead gets a card. Drag it across New, Contacted, Qualified, Proposal, Won and Lost, or use the arrows on a phone. The top shows open value and win rate. Add a deal from any chat with the + Deal chip.

  • A deal.stage_changed event goes to your webhook
  • Agents can work deals; only admins delete
Pipeline board (laptop)
Pipeline board (phone)
4Who: You

Send a payment link

In a chat tap Get paid, enter an amount and a reason. The customer receives a Razorpay link. Add your own Razorpay keys in Settings so the money goes straight to you; without keys it runs in demo mode.

  • When paid, the chat shows a note, the contact is tagged customer and the lead score rises
  • Needs the 24-hour window; otherwise the link is created but not sent
Payment link form (laptop)
Payment link form (phone)
Link delivered in the chat (laptop)
Link delivered in the chat (phone)
Connect your Razorpay (laptop)
Connect your Razorpay (phone)
5Who: You

Remind yourself to follow up

Tap Remind me in a chat and choose when. The chat moves to Pending and returns to Open with a notification. If the customer writes first, it reopens straight away.

  • Press Ctrl or ⌘ + K and type a name to jump to a chat quickly
Reminder options (laptop)
Reminder options (phone)
Search customers from anywhere (laptop)
Search customers from anywhere (phone)

15. Workflows, custom stages, duplicates and email summaries

Automate the repetitive parts, shape the pipeline to your business, keep your contact list clean and get a short email each morning with what needs you.

A workflow
  1. Something happens
    Form, new chat, payment, deal moved, rating, appointment
  2. Filters match
    Optional: tag, stage, form, rating
  3. Actions run
    Tag, assign, add to pipeline, message, notify, remind
  4. History recorded
    Every run, step by step
1Who: You

Make the pipeline yours

On Pipeline tap Edit stages. Rename, reorder, add (for example Site visit) or delete stages, and mark each as Open, Won or Lost. Won and Lost close the deal and drive your win rate. Deleting a stage that holds deals moves them where you choose.

  • Up to 12 stages, at least one open
  • Set a follow-up date on a deal and we nudge you when it arrives
Editing stages (laptop)
Editing stages (phone)
Pipeline with a custom stage (laptop)
Pipeline with a custom stage (phone)
2Who: You

Start a workflow from an example

Open Workflows and tap Start from an example, for instance New form lead: tag, add to pipeline, tell the team. Adjust the trigger, optional filters and the actions, then save.

  • Actions never trigger more workflows, and the same one runs at most once per customer every 30 seconds, so nothing can loop
  • Messages only send inside the 24-hour window
Examples (laptop)
Examples (phone)
Building a workflow (laptop)
Building a workflow (phone)
Your workflows (laptop)
Your workflows (phone)
3Who: You

Merge duplicate contacts

In Contacts tap Find duplicates. People with the same email or the same last 10 digits are grouped. Pick the one to keep and merge: chats, tags, deals, forms and consent proof all move over, and the old number still reaches the same person.

  • If either person had opted out, the merged contact stays opted out
  • Merging can't be undone
Duplicate finder (laptop)
Duplicate finder (phone)
4Who: You

Get the email summary

In Settings choose Every morning or Every Monday. The email lists chats waiting, payments, deals, hot leads and tomorrow's appointments. Preview it any time.

  • Needs email switched on for the server (SMTP settings)
Email summary preview (laptop)
Email summary preview (phone)
5Who: You

Put appointments in your calendar

On Appointments tap Sync to calendar, create the private link and add it to Google, Apple or Outlook Calendar. Bookings, reschedules and cancellations follow automatically.

  • Making a new link stops the old one
Calendar link (laptop)
Calendar link (phone)
6Who: Developer

Connect other tools

One call, POST /send, sends a template to any number from Zapier, Make, n8n or a Google Sheets script. Webhooks send events out (messages, forms, payments, deals). The payment-link expiry and your business details on invoices are handled for you.

  • Marketing templates need consent: true, which records your proof of opt-in
Contact page with business details (laptop)
Contact page with business details (phone)

16. Your day: Today, ownership, contacts, reports and help

The screens that make the daily routine faster: one page that says what needs you, clear ownership of every chat, tidy contacts, honest campaign reports, and help inside the product.

A typical morning
  1. Open Today
    Waiting chats, appointments, deals, alerts
  2. Reply to waiting chats
    Overdue first
  3. Assign or label
    Right in the contact panel
  4. Follow up deals
    Due ones are listed
  5. Check campaign report
1Who: You

Start on Today

After login you land on Today. It shows setup progress for new workspaces, alerts that need action (low wallet, a rejected template, a number that lost its connection), counts of chats waiting, assigned to you and unassigned, the chats waiting longest, today's appointments and deals due.

  • Every card is one tap to the thing to do
  • Agents don't see wallet or billing items
Today for a new workspace (laptop)
Today for a new workspace (phone)
Today on a busy morning (laptop)
Today on a busy morning (phone)
2Who: You

Assign and label chats

In any chat, the contact panel (the Details button on a phone) lets you assign the chat to a teammate and add labels. In the inbox, filter by Mine, Unassigned or a label. Search also looks inside message text.

  • Shortcuts on a laptop: j and k move between chats, e resolves, / searches, ? shows help
  • Paste or drag a photo or PDF into the chat to attach it
Assigning and labelling (laptop)
Assigning and labelling (phone)
3Who: You

Keep contacts tidy

Tap a contact to edit its name, email, tags and custom fields. Use Select to tag many at once. Imports turn any extra column into a custom field and list the rows that need fixing. Consent, data download and erase are under Consent and privacy in the same sheet.

  • Download the CSV template to get the columns right
  • Use custom fields in templates as {{contact.city}}
Editing a contact (laptop)
Editing a contact (phone)
4Who: You

Read the campaign report

Tap Report on a campaign to see sent, delivered, read and failed, plus spend and attributed orders. Download the results as CSV, run it again, or retry just the people whose message failed.

  • Failed messages are refunded automatically
Campaign report (laptop)
Campaign report (phone)
5Who: You

Get help without leaving

Help (bottom of the menu) answers the common questions and has a form that reaches the team. Choose Refund to ask for unused wallet balance back. Forgot your password? The login page has a reset link by email.

  • Replies within two business days
  • Cancelling your plan is one tap in Wallet
Help (laptop)
Help (phone)
Forgot password (laptop)
Forgot password (phone)
6Who: You

Policies customers can read

Privacy, Terms, Refund and cancellation, and Data deletion pages are linked in the footer, with your business details. Meta and Razorpay review these during onboarding.

  • Have your lawyer review them before launch
Refund and cancellation policy (laptop)
Refund and cancellation policy (phone)
Privacy policy (laptop)
Privacy policy (phone)

17. Connections, sequences, link-in-bio and smarter insights

Bring leads and bookings in from anywhere, send alerts where your team already works, keep customers warm with sequences, give your business a shareable page, and see when and what works.

Speed to lead
  1. A form, ad or site posts a lead
    Private URL from Connections
  2. Contact created
    Tags, source and consent recorded
  3. Workflow fires
    Tag, add to pipeline, assign
  4. Team alerted
    Slack, Teams, Telegram or push
  5. Sequence starts
    Stops when they reply
1Who: You

See everything you can do

Explore groups every capability by goal (get leads, sell, book, keep customers, run the team, connect tools) and shows what's already on. Pick a goal, then the next thing to set up.

  • The menu is grouped into Work, Automate, Grow, Connect and Account
Explore (laptop)
Explore (phone)
2Who: You

Connect your tools

Connections links Slack, Teams, Discord and Telegram for alerts; HubSpot and Pipedrive for your CRM; a Google Sheet for rows; and private URLs for lead forms, Calendly and Cal.com. Each card explains where to find the key, and secrets are stored encrypted.

  • Use the connection as an action in any workflow
  • Bookings from Calendly or Cal.com become appointments with reminders
Connections (laptop)
Connections (phone)
Connecting a lead URL (laptop)
Connecting a lead URL (phone)
Your private lead link (laptop)
Your private lead link (phone)
3Who: You

Keep customers warm with a sequence

Build a series of messages with gaps (a welcome now, a tip in 2 days, an offer in a week). It stops when the customer replies or opts out. Add people by tag, or let a workflow start it.

  • Marketing templates still only go to people who opted in
  • A plain message needs the 24-hour window; use templates for longer gaps
Sequence builder (laptop)
Sequence builder (phone)
Your sequences (laptop)
Your sequences (phone)
4Who: You

Share a link-in-bio page

Choose a web address, write a line about you, pick a button colour and add links. The page shows a WhatsApp button, your products and opening hours, with a QR code to print. See views and WhatsApp taps.

  • Put it in your Instagram bio, Google Business profile or shop window
Page editor (laptop)
Page editor (phone)
The public page on a phone (laptop)
The public page on a phone (phone)
5Who: You

Target with smart segments

Ready-made segments stay up to date by themselves: new this week, hot leads, quiet for 30 days, repeat customers, big spenders, at risk, birthday this month. Save one and use it in a campaign or a sequence.

  • A birthday field on contacts (like 17-05-1990) also powers birthday workflows
Smart segments (laptop)
Smart segments (phone)
6Who: You

Learn when to message

Insights shows when customers write to you, by weekday and hour, and a scoreboard of which templates get read and answered, with cost per reply. Reuse the winners and schedule around the busy hours.

  • Developers can use the public API docs at /developers
Best-time heatmap (laptop)
Best-time heatmap (phone)
Developer docs (laptop)
Developer docs (phone)

Need help?

Use the contact form on the website or reply to your onboarding email. This guide is regenerated from the live product whenever flows change.