WhatsApp Flows
Heedify supports inbound WhatsApp Business message routing via the chat-flow visual designer (Greeting, Queue, Customer Choice and Form nodes) configured with a WhatsApp ID and WhatsApp Token, integrated with Microsoft Teams bots and a parent call flow so WhatsApp conversations are handled with the same routing model as Microsoft Teams chats and can escalate to voice. WhatsApp flows route WhatsApp Business conversations to agents through queues. They use the same visual designer as Chat Flows — greeting messages, holidays, open hours, the routing canvas and every node behave identically — but they live under a dedicated WhatsApp sidebar entry and require WhatsApp-specific credentials.
Creating a WhatsApp flow
- Open WhatsApp from the sidebar
- Click +Add WhatsApp Flow
- Fill in the Resources Account tab — every field marked required must be filled before Save is enabled
- Click Save
After the first save, two extra tabs unlock: Greeting Messages and Routing.
Required at creation: Name, Teams Bot ID, Bot Key, Entity, Call Flow Link, WhatsApp ID and WhatsApp Token. The Save button stays disabled until all of them are set.
Resources Account tab
Fields at creation
| Field | Required | Description |
|---|---|---|
| Name | Yes | Display name of the WhatsApp flow. Shown in the WhatsApp list. |
| Teams Bot ID | Yes | App ID of the Teams bot that bridges WhatsApp into the agent desktop. Also becomes the flow’s internal ID. |
| Bot Key | Yes | Bot secret / password. Stored encrypted and never displayed back. |
| Entity | Yes | Entity the flow belongs to. Drives the permissions that apply to the flow. |
| Call Flow Link | Yes | Parent call flow this WhatsApp flow attaches to. Picked from the dropdown of existing call flows. |
| WhatsApp ID | Yes | The WhatsApp Business phone-number ID issued by Meta for this number. |
| WhatsApp Token | Yes | The permanent access token issued by Meta for the WhatsApp Business API. Entered in a password field with an eye toggle to reveal. Stored encrypted and never displayed back. |
Fields visible on edit
| Field | Editable | Description |
|---|---|---|
| Name | Yes | Display name. |
| Entity | No | Read-only after creation. |
| Bot Key | Yes | Re-enter to rotate the secret; leave blank to keep the current value. |
| Timezone | Yes | Timezone used to evaluate Holidays and Open Hours. Defaults to Europe/Paris. |
| Language | Yes | Default language used for greeting messages. Defaults to en-US. |
| Call Flow Link | Yes | Parent call flow. Required — cannot be cleared. |
| WhatsApp ID | Yes | WhatsApp Business phone-number ID. |
| Teams Bot ID | Yes | Teams bot App ID. |
| WhatsApp Token | Yes | Re-enter to rotate the Meta access token. |
| Chat Flow ID | No | Read-only system identifier. |
No Region or Data Location field is exposed on this tab.
Greeting Messages, Holidays & Open Hours, Routing
These tabs are identical to a chat flow. See Chat Flows for the field-by-field reference, in particular:
- Greeting Messages tab — the four variants Welcome Message, Emergency Message, Flash Message, Custom Message.
- Holidays & Open Hours — open hours per weekday, holiday list, fallback action (disconnect or queue).
- Routing tab — auto-generated Start entry (
routing-0, not in the palette), and palette nodes Greeting, Queue, Customer Choice, Form. Greeting is disabled in the palette once added.
There is no Message node in the palette.
Identification rule
A flow is treated as a WhatsApp flow when both whatsAppId and teamsBotId are set on the saved object. The same designer powers both lists; only the presence of these two fields decides which sidebar entry the flow shows up under.
Editing and deleting
- Click the edit icon on a WhatsApp flow row to open the Resources Account tab.
- Click the diagram icon to open the visual designer directly.
- Click the delete icon to remove the flow. Deletion is permanent.
FAQ
What do I need to use Heedify with WhatsApp?
You need a WhatsApp Business API number provisioned with Meta, the WhatsApp ID (Business phone-number ID), a permanent WhatsApp Token, a Teams Bot ID and Bot Key that bridges WhatsApp into the agent desktop, an Entity and a parent Call Flow Link. All seven fields are required before Save is enabled.
Are Heedify WhatsApp greetings multilingual?
Yes. WhatsApp flows reuse the chat-flow Greeting Messages engine. Each greeting variant (Welcome, Emergency, Flash, Custom) can be configured with the language set on the Resources Account tab (default en-US).
Where is the WhatsApp Token stored in Heedify?
The WhatsApp Token is entered in a password field with an eye toggle to reveal, stored encrypted at rest and never displayed back to administrators. To rotate it, re-enter the new value on edit; leave the field blank to keep the current token.
Can a Heedify WhatsApp flow escalate to voice?
Yes. The Call Flow Link field binds the WhatsApp flow to a parent call flow at creation. Voice handover follows the parent call flow’s routing nodes (Queue, Transfer to user, Transfer to phone).
How does Heedify decide whether a flow is a chat flow or a WhatsApp flow?
The same form backs both. A flow is treated as a WhatsApp flow when both whatsAppId and teamsBotId are set on the saved object; otherwise it appears under Chat Flows.
Works with: WhatsApp Business API (Meta), Microsoft Teams bots, Call Flows (parent flow for voice handover), Chat Flows (shared designer), Queues.