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Integrating WhatsApp Flows with Monty Flow Builder

Monty Support
Updated

WhatsApp Flows allow you to add pre-built, interactive elements to your Monty conversations, all within the familiar WhatsApp experience.

WhatsApp Flows (2).png

 

Prerequisites

Before you begin, ensure you have the following:

  1. Verified WhatsApp Business Account: Ensure you have a verified account with "Business-initiated messages" enabled.
  2. WhatsApp Business Policies: Familiarize yourself with WhatsApp's guidelines to ensure compliance.
  3. Published WhatsApp Flows: Create and publish desired flows in WhatsApp Business Manager.
  4. Monty Platform Access: Have an account and access to the Monty platform.
  5. Connected WhatsApp Channel: Connect your WhatsApp channel within Monty.

 

Key Functionalities

  • Selection: Choose a published WhatsApp flow to integrate into your Monty interaction.
  • Mapping: Map user responses from the WhatsApp flow to relevant attributes within Monty.
  • Review: Access and review customer responses captured through completed flows in the Monty inbox.

 

Step-by-Step Guide

Step 1: Initiate Flow Creation in Monty

  1. Open the Monty platform and navigate to the Flow Builder. 
  2. Start a new flow or select an existing one to edit.
  3. Click on "WhatsApp Flows" from the message types available in the flow.

click on flows_MO.png

 

Step 2: Customize Flow Elements

  • Header

You can add a header to the question, which can display up to 60 characters.

  • Text: 60 characters maximum
  • Image: 5 MB maximum size
  • Video: 16 MB maximum size
  • PDF: 100 MB maximum size
  • Optional: You can choose "None" to remove the header text area.

header_MO.png

  • Body

Make sure to add text to guide your users through the options.

1024 characters maximum 

body_MO.png

  • Footer (optional)

You can add additional information at the bottom of the flow with up to 60 characters.

footer_MO.png

  • Button Title

Add the text for the button you will offer as a quick reply, keeping it within the 25 characters limit.

Button title_MO.png

 

Step 3: Previewing 

You'll see a list of flows you've already created (created and published beforehand in the WhatsApp Business Manager).

Each listed flow offers a preview link or option to view its details. This allows you to understand the flow's structure before selecting it.

Preview_MO.png

 

Step 4: Select a Published Flow

Once you've chosen the appropriate flow, select it to integrate it into your Monty journey.

Select flow_MO.png

Notes:

  • If your WhatsApp channel isn't connected, you'll see a prompt to connect it.
  • If you don't have any published flows, please refer to this help document that explains how to create them in WhatsApp Business Manager.
  • Only flows with a "good health" status (not throttled or blocked) will be selectable.

 

Step 5: Mapping User Responses

After selecting a flow, the system will automatically retrieve the expected user responses (payload answers) from the chosen flow.

A mapping interface will be presented, allowing you to map each expected response to a corresponding attribute within your Monty platform.

 

Mapping Steps:

  1. Click on “Map Inputs to Attributes” after selecting your flow.

Mapping_MO.png

  1. Click the “{{Attribute}}” field.

Select the “{{Attribute}}” field_MO.png

  1. Select “User Attributes”

Select “User Attributes”_MO.png

  1. Type the desired “Attribute Name” for mapping.

Type the desired “Attribute Name” for mapping_MO.png

  1. Click the “+Add New Attribute” button.

Click the “+Add New Attribute” button_MO.png

  1. Choose the attribute type, such as "Text" or "Date", based on the documentation for supported attribute types.

Choose the attribute type, such as Text _MO.png

 

Example Scenario

Screen 1: Get Started

 Screen 2: Questions

Question 1: Would you recommend us to a friend?

  • Attribute: recommendation
  • Type: Single choice (Text)

Question 2: How could we do better?

  • Attribute: improvementSuggestions
  • Type: Text (Text)

Question 3: How satisfied were you with the overall shopping experience?

  • Attribute: overallSatisfaction
  • Type: Single choice (Text)

Question 4: How easy was it to find the product you were looking for?

  • Attribute: productFindEase
  • Type: Multiple choice (Text)

Question 5: Is there anything we can do to improve your experience in the future?

  • Attribute: futureImprovements
  • Type: Text (Text)

Refer to the documentation for supported attribute types (e.g., Text, Date) to ensure proper mapping.

Note: You cannot proceed without mapping all required attributes.

 

Step 6: Integrating the Flow

Once the mapping is complete, the selected WhatsApp flow becomes part of your Monty interaction.

_mapping is complete_MO.png

Users will be directed to the chosen WhatsApp flow, where they’ll interact with pre-defined screens and provide responses in WhatsApp.

_Integrating the Flow (2).png

 

Step 7: Reviewing Responses

Each completed flow will appear as a separate entry in the Monty inbox with the following information:

  • Flow name
  • Completion date
  • A "View answers" button to access a pop-up with detailed flow responses.

Inbox Preview_MO.png

Response Details_MO.png

 

Tips for Successful Flow Integration

  1. Ensure Accurate Mapping: Make sure user responses are correctly linked to Monty attributes.
  2. Monitor Flow Health: Regularly check your WhatsApp flow status in Business Manager and update as needed for a smooth experience.

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