You build one entry flow with a menu covering your most common questions. Each choice leads to a ready-made answer or to an API call that fetches the answer. For anything the flow doesn't know, there's one exit: hand it to a team member, with the conversation and its context attached.
Why this works
- Your most common questions are finite — and therefore automatable
- Customers get an answer right away, outside opening hours too
- Your team gets time back for the conversations that do matter
- Inside the 24-hour window, replying costs you nothing at Meta
The flow, step by step
Ready-to-use message copy
Take these and adjust them to your own tone of voice. The flow fills in the variables in double curly braces for you.
| Message | Text |
|---|---|
| Opening message | “Hi! I'm the assistant at {{company}}. Pick what your question is about and I'll help you right away.” |
| Handover | “I'll pass this one to a colleague. You'll get an answer right here, usually within the hour during office hours.” |
What you need
- An Easy Flow Builder subscription at €50 per month
- A WhatsApp Business API number through Meta onboarding
- For conversations you start: an approved message template
- Optional: an API integration with your own system
Frequently asked questions
When do I hand over to a person?
As soon as the flow fails twice to understand what someone means, or whenever there's a complaint, a payment, or an exception. Handing over isn't a failure; leaving someone unanswered is.
Does answering customer questions cost money at Meta?
Service conversations the customer starts are free within the 24-hour window. A paid category only applies once you send something outside it, or start a conversation yourself.
What if a customer wants a person straight away?
Put that option in your menu explicitly. It saves frustration and keeps people from experiencing the flow as a wall.