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• Contact Variables

  Contact Variables @contact - references the contact receiving the message. This is the active contact - the person whose responses are being handled by the workflow. When using the Send a Message to Someone Else action, @contact refers to the contact or group of contacts to which the message is being sent. Each extension, e.g. @contact.name or @contact.fields.field_name, references a specific contact field. @contact - TVery popular

• Calling a Webhook

  In the example above, we're asking contacts to send their name, which will look up their PID using a webhook with Airtable. Webhooks simply POST flow data structured as JSON to an external service every time a contact reaches a Call Webhook action. When a contact reaches this node, we'll call the URL you've configureVery popular

• Configuring a Webhook with Airtable

  Airtable enables you to build and organize databases for just about any project you could imagine. The basic version is totally free to use and allows for real time collaboration with team members, making it an ideal data organization tool.    In the example below, we're using the Call Webhook action in a flow to look up sales agents by zip code as stored in an Airtable database that we've created.    Build your AirtableVery popular

• Global Variables

  Globals are shared values that can be referenced in flows, as well as broadcasts and campaigns, within your account referenced by @globals.value_name. They allow you to create a value once and use it repeatedly without having to reenter the value. Likewise, globals make updating a shared value much easier. Rather than manually changingVery popular

• Flow Types

  We provide four flow types that are made available depending on the capabilities of the channel you've connected to your account. Messaging flows are applied to SMS and social media channels while Phone Call, or Interactive Voice Response (IVR), flows differ in structure. Background flows will allow you to run the flow without interruptiPopular

• Adding Timeouts to a Flow

  When your contacts don't respond to a message in a flow, you can add a timeout to send an automatic message. This feature allows you remind your contacts to respond, to let them know they can restart the flow at a later time, or to place other actions on non-responsive contacts, such as adding or removing them in a group, sending an email, and more.Popular

• Introduction to Flows

  A flow is a visual representation of conditional branch logic that's applied to your contacts once they enter it. Once a contact has entered a flow, they interact directly with its nodes. Nodes are composed of actions and Split Actions, and determine the length of a flow, which can be as short as a single node or as long as you want. Actions An [action](/en/article/actioPopular

• Starting another Flow

  Use the Enter another Flow action to move your contacts from one flow to another from within a flow. Once a contact passes through this node, they will be removed from the current flow and start another. In the example below, we're directing contacts from a "Registration" flow to a different flow titled "Create New Patient" where we will create a new patient contact. ![]Popular

• Split by Flow Result

  Use this Split Action to evaluate a sequence of values separated by a space ( ), period (.) or plus sign (+). As an example, you might record the birth of a child by soliciting messages in the following format: "birth [gender]+[name]+[mother's birth year]," which could yield the result "birth f+Noel+1985". In the case above, the term "birth" acts as a keyword trigger, initiating the flow.  In the following examplPopular

• Sending Messages with a Flow

  In the example below, we've asked an initial question, received a response, and created a new Send Message action that will send automatically when a contact reaches that node in the flow: We'd then go on to create Send Message actions for each of the possiblePopular

• Starting a Flow

  A flow can be started in one of many ways: You can manually start a flow at any time via the "Start Flow" box in the flow editor. Keep reading below to learn more! A flow can be started by a campaign event. A flow can be started by a number of triggers:Popular

• Background Flows

  Contacts can only be active in one Messaging flow at a time, but what if you want to send a flow that can perform actions that do not require a response from the contact? You can do this with a Background flow. Using Background flows comes in handy when you need to perform additional actions upon a contact or group but you don't want to interrupt any active flows. Building a Background Flow First, you'll click on the 'Flows' tab at the top of the browser:Popular

• Exporting Flow Results

  Exporting results from a single flow To export your flow results, simply choose the flow you'd like to view under the "Flows" tab, then click the ☰ menu icon in the upper right-hand corner: Next, choose "Results": You'll be brought to the results page for yoPopular

• Send Somebody Else a Message

  Note: @contact  inside the Send somebody else a message action refers to the active contact in the run, not the recipient for the message. To reference the details for the recipient, instead start that contact in a flow and use the normal Send message action with @contact . Place this action at any node in a flow to send a message to someone other than the active contact that reaches that point. For example, this action can be used to:  alert others of a contact's progress in aSome readers

• Response Rules

  Response rules evaluate the operand designated by the Split Action type. In the example below, we see that a Wait for Response action evaluates the incoming message, or the @input.text operand. Response rules provide a series of tests that you can run against the selected operand. For example, the "has only the phrase" response rule tests the operand for any of the words you designate. Response rules are executed from top to bottom–the first rule that matches takes effectSome readers

• Adding a Topic to your Facebook Messenger Flow

  Facebook has updated their API to require that all messages sent to a contact after 24 hours have an appropriate 'tag', or what we call a 'topic'.  Message tags allow you to send important and relevant 1:1 updates to contacts outside the standard messaging window of 24 hours after a contact's last message.  By default your flows will use the NON_PROMOTIONAL_SUBSCRIPTION  tag for your outgoing messages whicSome readers

• Creating a Multi-Language Flow

  Once you've set your account's primary and secondary languages, you can edit your flows to toggle between multiple languages depending on your contacts' language preferences. Once you have selected the languages for your workspace, you can create multi language flows by following these steps: Navigate to the "Flows" tab and create a flow.  Select the flow's primary language. This will be the language you'll see when designing yoSome readers

• Start Somebody Else in a Flow

  Use the Start somebody else in a flow action to place a separate contact or group in a flow when a contact reaches this step. In the example below, we're starting fathers, referenced using the contact variable @fields.spouse, in the "Questions for Dads" flow when the expecting mothers reach the second step of a registration flow.  Create that step by adding a new node aSome readers

• Creating an Image Attachment URL

  To collect images from your contacts and generate a URL, you'll need to create two nodes: A Wait for Response action to collect the your contact's image using an open-ended response rule:  2. A Split by Expression action to save the image in your flowSome readers

• Setting your Contacts' Language Preferences

  Using a Flow Use the Update the Contact action to update your contacts' language preferences from within a flow. Contacts will then receive messages in their preferred languages if the flow they're interacting with has been translated. In the example below, we'Some readers

• Exporting a Flow

  Use this action to export flows. You can export a flow to share with other accounts, or to save a specific version of your flow for later use. To export a flow: Navigate to the flows tab.  Click the flow you want to export. Once in the flow editor, click the ☰ menu icon: Select the "Export Definition" option within the ☰ menu dropdown: Click the 'Export' bSome readers

• Fixing Missing Dependencies

  In some cases, you might find that a flow depends on something that no longer exists. When this happens, you will see the action title in red (as seen above) to let you know that a flow issue is present. For example, you might be looking at a flow that references a contact field by using an expression like @fields.age. However, at some point you may have deleted the contact fieSome readers

• Changing the Default Flow Language

  When you create a new flow, you have the option to choose the default language. This means that if a contact does not have a language preference set, then they will automatically receive the flow's messages in the default language. Remember that to be able to translate a flow into multiple languages, you'll need to mSome readers

• Introduction to Flow Variables

  By default, a flow containing Split Actions contains a collection of variables resulting from each Split Action evaluation. For example, the Wait for Response action below will produce the flow variable @results.phone when a contact responds and passes through it to the next node. Each variable starts with the "@" symbol, which triggers an auto-complete drop-down menuSome readers

• Sending Airtime with DT One

  The action Send Airtime enables you to transfer airtime to prepaid phones on over 550 mobile operators across 160 countries through one single API connection with DT One, formerly TransferTo. See how to create your DT Shop account at the end of this article. Enabling Airtime Transfer After setting up yourSome readers

• Viewing Results

  Viewing Results When your contacts interact with a flow, their responses are stored as flow results which you can access by selecting "Results" from the ☰ menu icon in the flow editor: The results page will provide a 'Download' button in addition to an 'OverviSome readers

• Importing a Flow

  Use this action to import flows into your account. To import a flow: Click on your account in the top right corner of the page.  Click on the ☰ menu to access its drop-down menu and then click on the Import to begin the import process.Some readers

• Organizing Flows with Labels

  Labels are intended to help you manage a large number of flows. By applying the same label to more than one flow, you can better organize them. You can even create child labels: To label your flows, first check the boxes next to the flows you want to group together. By clicking on the label button at the top of the list, you'll have the option to apply an existing laSome readers

• Adding Labels to Responses

  Use the Label the Incoming Message action to label incoming messages handled by your workflow. Whereas sorting contacts into groups allows you to segment contacts based on their responses, labeling incoming messages allows you to isolate responses to a specific question. Message labels can be viewed - and also created - in the "Messages" tab:  How it Works Let's say youSome readers

• Split by Contact Field

  This action is useful to check that your contacts have particular contacts fields completed or not. This avoids having to ask your contacts for the same information repeatedly while ensuring empty contact fields are updated.  In the example below, we want to see if our contact already has a name saved in their contact information. If they do, we'll route the contact through Has Name. If there is no existing text in the Name contact field, they will be asked to send their name and we'Some readers

• Actions

  A flow is a visual representation of conditional branch logic that's applied to your contacts once they enter it. Once a contact has entered a flow, they interact directly with its nodes. Nodes are composed of actions and Split Actions, and determine the length of a flow, which can be as short as a single node or as long as you want. Actions ![](https://storage.crisp.chat/Some readers

• Navigating the Flow Editor

  The flow editor is where you'll build edit your flows. Each time you create or click on a flow, you'll enter the flow editor: Anatomy of the Flow Editor 1. Name The name you gave the flow when you created it.  2. Create Message This button brings up a new node. We generally recommend beginning a flow with a Send Message action, though you may find a difSome readers

• Adding Classifiers to a Flow

  Classifiers let you interpret words and phrases into intents you can act on. Various services let you train your own classifier which you can then use in your flows to draw meaning from the unstructured text contacts send you. We support the following classifier platforms: Wit.ai is a Facebook owned natural language platform that supports up to 132 languages. The service is free and easy to use and a great choice for small to medium sized bots. [LUIS](https://luSome readers

• Splitting by Group Membership

  Route a contact through a flow's logic using a 'Split by Group Membership' node. This will allow you to send customized messages to a contact depending on their groups. For example, you could stop contacts who've already completed a previous registration flow where they've already been added to a group from restarting all over again: By splitting on the group membership only contSome readers

• Routing Contacts with Splits

  Split Actions are the pivot points in a flow, "splitting" it into new branches. They're conditional statements that enable you to direct your contacts after evaluating: an incoming message or recording a request to a webhook a Zapier flow event an airtime transfer the contact's activity in a subflowSome readers

• Setting an Expiration for a Flow

  When contacts are inactive a flow, you may want to automatically remove them after a certain time period. You can do this by setting an expiration.  First, enter your flow and click the ☰ menu icon and choose "Edit". Next, choose an expiration time from the dropdown menu. ![](https://storage.crisp.chat/users/helpdesk/website/aaa0598338783000/4ae026d6-b249-47b7-b423-b0b973Few readers

• Sending a Message to a Group

  Sending a message to a group of contacts is as easy as creating a flow. Once you've created your flow, add an action containing the message you'd like to send and then select your target group from the contacts dropdown in the flow start node. Let's walk through the steps. First click on the Flows tab in the navigation bar. From the Flows page, click on "Create Flow". Name your flow and leave the other settings as their defaults, clicking "CreaFew readers

• Assigning Keywords to a Flow

  You can assign keywords to a flow to allow your contacts to start it at their discretion. A keyword is the first word in an incoming message. To assign a keyword to a flow: (1) Navigate to the "flows" tab and choose a flow. (2) Select "Edit" from the ☰ menu icon in the top right portion of the flow editor. (3) Add your keyword(s). Note that they aren't caFew readers

• Starting Somebody Else in a Flow from a Query

  The Start Somebody Else in a Flow action allows you to place a separate contact or group in a flow when a contact reaches this step. But what if you want to start contacts who are the result of a search? We've added this new feature to allow you to easily start contacts who fit your query in another flow. In the example flow below, we've asked a school guidance counselor to send the first three letters of a student group's school ID. We alsoFew readers

• Start Flow Sending Options

  When you manually start a flow, you'll notice that there are checkboxes within the dialogue box. These are the sending options: Checking Restart contacts who have already entered this flow will ensure that contacts who have previously entered the flow will restart it from the beginning.  Checking **Interrupt contacts currentlyFew readers

• Using a Flow

  Using a Flow Use the Set language for contact action to update your contacts' language preferences from within a flow. Contacts will then receive messages in their preferred languages if the flow they're interacting with has been translated. In the example below, we're asking our contacts which language they prefer - English, Spanish or Chinese. Once the action evaluates their responses for language preference, contacts will pass through one of three Set language for contactFew readers

• Creating a Flow

  To create a flow, navigate to the "Flows" tab and click the "Create Flow" button: The "Create Flow" dialogue will appear, where you can: give the flow a name assign it keyword triggers select the type of flow you'd like to create set the [language](/enFew readers

• Use a 'Split Randomly' Action to Create Evenly-Distributed Buckets

  The Split Randomly action can be used for randomly passing your contacts through equally-distributed pathways in your flow.  In the example below, we're immediately splitting contacts who enter a flow into two different groups named "A Flow" and "B Flow".   We'Few readers

• Adding Notes to a Flow

  Adding a yellow sticky note to a flow is as simple as double-tapping within the white space of your flow editor.  A blank note will appear: You can then edit the note to write whatever you'd like, such as a note to your teammates:  To delete a note, just clickFew readers

• Copying a Flow

  Copying a flow is useful when you'd like to create an exact duplicate of your flow or build off of an existing flow's structure. Create a Copy Go to your account page and click on the "Flows" tab in the upper right-hand corner. Select the flow you'd like to copy.  Click on the ☰ menu icon in the top right-hand corner in the flow editor and choose "Copy": ![](htFew readers

• Invalid Regular Expressions

  A Regular Expression, commonly referred to as regexes, can be used to build custom rules that are more advanced. Regexes need to conform to a strict syntax to ensure that they are well understood when they are evaluated. If you find yourself using this advanced form of rule matching, make sure you are familiar with how they are constructed. We use perl style rules for pattern matching. If you are interested, you can read more on the basic syntax we support, [here](https://golang.org/pkg/regexFew readers

• Using the Context Explorer

  The Context Explorer feature found in the simulator within each flow's editor allows you to view and better understand all the variables available in your flow. The explorer gives a detailed breakdown of values and their expressions, which can be copied for use elsewhere. To use the Context Explorer, first navigate to the flow's editor. In our example, we want to see all the available variables for a fFew readers

• Switching Flows from the Old Editor to the New Editor

  Switching a flow from the old editor to the new one is very easy.  Enter your flow and click the ☰ menu icon in the top right corner:  Next, choose "New Editor" from the dropdown menu: Your flow will instantly switch to the new editor. You'll immediately notice tFew readers

• Viewing the Flow Start Log

  Viewing your Flow Start Log is helpful in understanding your account's activity. You'll see a list of all the flows that have been started, the account login that started them, and more. To view the log, first navigate to the 'Flows' tab: Scroll down and find the 'Flow Start Log' button on the lefthand side: ![](https://storage.crisp.chat/users/helpdesk/website/161f1826edf72100/dFew readers

• Starting Contacts in a Flow based on a Search

  You can search for contacts based on a query and start them in a flow. This allows you to search for contacts based on specific contact fields already present in your account. How it Works First, navigate to the editor of the flow you'd like to start and click the 'Start Flow' button: ![](https://storage.crisp.chat/users/helpdesk/website/7ec1d5204dc8b800/4e24a1d6-98e1-4664-b118-eec967Few readers

• Starting a Contact in a Flow from the Contact's Information Page

  You can now start a contact in a flow directly from their individual information page. After navigating to the Contacts tab, click on the contact you'd like to start from your list: On the contact's unique information and message history page, you'll then click the 3Few readers

• Excluding Contacts when Starting Flows

  Sometimes when starting a bunch of contacts in a flow you might want to leave some of them out. For example, you might want to: Skip contacts who don't typically respond Skip contacts who are actively working throuFew readers

• Searching for Contacts Currently in Flows

  You've always been able to search for contacts with a query based on the contact's field. Now, you can also search for contacts currently in a particular flow, or those not in any flow, by using the same query method. Contacts currently in a flow Once you know the flow, you can search for active contacts: Go to your Contacts tab. In the searchFew readers

• Targeting Recent Users When Starting a Flow

  Want to improve your flow's response rate? Try targeting only recent users. When starting a flow, you'll notice exclusion options for your contacts: Checking the first box means that any contacts who haven't sent you a message in the past 90 days will not be started in the flow. Only contactsFew readers

• Using 'Wait for Response' in a Flow

  A wait for response split action analyses the response given by your contact and provides you with tools to prepare for your next move. You can set a response rule to evaluate the contact's input and, optionally, continue forward in your flow even when no response is given. Read on to learn more. Setting a Response Rule To evaluate a contact's response, you can set a response rule in your wait for response node. You miFew readers