Add integration and advanced steps to a flow

Add steps that reach beyond the chat: save a lead in CRM, post to social, send a form, send an email, split a path, call a webhook, repeat over a list, or run paths at the same time. Each step takes about 2 minutes to set up.

Before you start

• You have a flow open on the canvas. See Create a WhatsApp chatbot flow or Build an automation flow.
• For CRM, you have a step before it that asks for a name or a phone number. See Create a WhatsApp chatbot flow.
• For Social, your social accounts are connected. See Connect social accounts.
• For Forms, you have a published form.
• For Send email, you have an email template. See Create an email template.

Where each step lives

Open the Add a step after menu with the +, then click All steps. These steps sit in 2 groups.

Group	Steps
Integrations	CRM, Social, Forms, Meta Conversion
Advanced	Action, Continue only if…, Many paths by rule, Delay, For each, Sub-flow, Parallel, Join, Send email, Wait, Tag contact, Remove tag, Unsubscribe, Split A/B, Webhook, Request Intervention, Invoke Action

The steps in Advanced belong to 3 kinds of flow:

Kind	Steps
Chatbot	Request Intervention, Invoke Action
Automation	Action, Continue only if…, Many paths by rule, Delay, For each, Sub-flow, Parallel, Join
Email journey	Send email, Wait, Tag contact, Remove tag, Unsubscribe, Split A/B, Webhook

[VERIFY: whether the menu hides steps that do not fit the kind of flow you are building.]

Steps

Save a lead in CRM

1. Add a CRM step. The description reads Create or update a CRM record. In COMMON, the same step is named Save to CRM.
2. Under What to do in the CRM, choose one:
   • Create a lead
   • Move the lead to a status
   • Convert the lead
   • Move the deal to a stage
   • Update a contact
   • Add to a campaign
   • Update a segment
3. For Create a lead, read Will save. It lists the answers the flow asked for so far.
4. If it reads Nothing asked yet — add an "Ask name" or "Ask phone" step before this one., add that step before the CRM step.
5. For Move the lead to a status, choose a Status: NEW, CONTACTED, QUALIFIED, UNQUALIFIED, LOST or CONVERTED. The default is QUALIFIED.
6. For Move the deal to a stage, type the Stage name, for example Negotiation. Use a stage name from your pipeline.

The step runs as the flow's owner, with that person's access.

Post to social

1. Add a Social step. The description reads Post to a social account.
2. Under Channels, click each account to turn it on: Instagram, Facebook, LinkedIn, X or Threads.
3. In Caption, type the post text, for example What to post.... It can hold up to 2,200 characters.
4. Next to Mode, click the value to switch between DRAFT and PUBLISH. The default is DRAFT.

Posting cannot be taken back

PUBLISH posts without review. Keep DRAFT while you test, and review the post in Social.

Send a form to fill

1. Add a Forms step. On the canvas the card reads Send a form to fill.
2. Under Form, choose a published form. If the list reads No forms published yet., publish a form first.
3. Under Reaches the contact over, choose the channel: WHATSAPP_FLOW, BOT_CHAIN, META_LEAD_ADS, WEB or API. The default is BOT_CHAIN.

When the contact submits, the form raises the event form.submitted. A flow can start from it.

Report a conversion to Meta

1. Add a Meta Conversion step. The description reads Report a conversion to Meta.
2. Check Node type. It reads META_CONVERSION. Leave it as it is.
3. Fill in each value the step lists below Node type. [VERIFY: the config fields this step shows.]

Run an engine action by name

1. Add an Invoke Action step. The description reads Run an engine action by name.
2. Check Node type. It reads INVOKE_ACTION.
3. Fill in each value listed below Node type.
4. Read the note Advanced step. It says the step is kept exactly as the chatbot engine stores it.

Flag a chat for an agent

1. Add a Request Intervention step. The description reads Flag the chat for an agent to step in.
2. Read the note Request Intervention. The step has no fields.

It works like Chat with agent. See Add action blocks to a chatbot flow.

Send an email in a journey

1. Add a Send email step.
2. Under Template · template_id, choose an email template. If the list reads No email templates yet., create one first.
3. In Subject override, type a subject. Leave it empty to use the template's subject.
4. In Preview text, type the preheader.
5. Turn on Send at any hour to send at once. Leave it off to set a window.
6. With the switch off, set Send window · local hours with a start hour and an end hour from 0 to 23.
7. Under Send days · send_days_of_week, click the days emails may go out.
8. Turn on Track opens and Track clicks to count them.

Wait in a journey

1. Add a Wait step.
2. In Wait for · wait_minutes, type the number of minutes.
3. Read the note under it. It shows the wait in hours or days. The contact leaves the queue and comes back when it is due.

Tag or untag a contact in a journey

1. Add a Tag contact step. In Tag · tag_value, type the tag name.
2. To remove a tag, add a Remove tag step. In Remove tag · tag_value, type the tag name.

Take a contact off the journey

1. Add an Unsubscribe step.
2. Read the note. It marks the contact unsubscribed and stops every journey they are in.

There is no undo from inside a journey

Place Unsubscribe only where a contact should leave for good.

Split a journey into two paths

1. Add a Split A/B step.
2. Read the note. The split is by contact id and is not weighted, so about half of the contacts take each path.
3. Path A is the next block. Under Path B starts at, choose where path B begins.

Branch a journey by a contact detail

1. Add a Condition block to the journey.
2. Under If the contact's, click the first row. The list Which field opens. Choose Tags, Subscription status, Email address, Source or Lawful basis.

3. Click the second row to choose the comparison. The options depend on the field:

   Field	Comparisons
   Tags	is tagged, is not tagged, tags contain
   Subscription status	is, is not
   Email address	is, is not, contains
   Source	is, is not
   Lawful basis	is, is not

4. In Value, type what to compare with, for example a tag name.

5. Read the line If yes, the next block runs. The yes path is the block right below.
6. Under If no, jump to, choose the block where the no path starts. The list only shows blocks after this one. If there are none, the list is not shown.

Skip ahead after a journey block

1. Click a journey block that does not branch, for example a Send email or Wait block.
2. Under Afterwards, jump to, choose a later block.
3. When this block finishes, the journey goes to that block and skips the ones in between.

Use it to step over the blocks of another path. The list only shows blocks after this one, and it is not shown on the last block.

Call a webhook from a journey

1. Add a Webhook step.
2. Next to Method, click the value to cycle through POST, GET and PUT. The default is POST.
3. In URL, type the address.
4. In Headers (JSON) and Body (JSON), type the data to send.
5. Choose where the reply is saved.

Wait, repeat and run paths at the same time

These steps work in an automation flow. See Build an automation flow for the full list.

1. Add a Delay or Wait step. Under How long, set Wait for and choose minutes, hours or days. The step holds no worker. It sleeps on the queue.
2. Add a For each step. Under What to repeat over, type a list in For each item in, for example {{2.lineItems}}. Loops cannot nest. Use a Sub-flow for the inner level.
3. Add a Sub-flow step. Under Which flow, open Runs and choose the flow. The other flow runs to its end before this one continues.
4. Add a Parallel step. Read Lanes: each lane runs at the same time. Add lanes from the card.
5. Add a Join step after the lanes. It waits for every lane above it before going on.
6. Add a Many paths by rule step. Click Add two paths, then Add a path for more. Set a rule for each path.
7. To stop a path, click Turn this path off. To delete it, click Remove this path. A path with steps on it cannot be removed. Delete those steps first.

For every automation step, Step name lets you type what the step is for.

Many paths take the first match

The first path whose condition matches is taken. A record that matches none takes the default path.

Video walkthrough

[VIDEO]

Troubleshooting

Issue	Cause	Fix
Nothing asked yet — add an "Ask name" or "Ask phone" step before this one.	Create a lead has no answers to save.	Add Ask name or Ask phone before the CRM step.
No forms published yet.	The workspace has no published form.	Publish a form, then reopen Forms.
No email templates yet.	Send email has no template to choose.	Create an email template, then reopen the step.
This path has steps on it. Delete those first.	You tried to remove a path that still has steps.	Delete the steps on the path, then remove it.
No paths yet. A branch needs at least two.	Many paths by rule has fewer than 2 paths.	Click Add two paths.
A Social post did not go out	Mode is DRAFT.	Review the draft in Social, or switch Mode to PUBLISH.
Could not publish — the step that needs fixing is marked on the canvas	A step is incomplete.	Select the marked step, fill in the field, save and publish.

Related

• Understand the flow builder
• Add Google Sheets, Calendar, Meet and Contacts steps
• Add action blocks to a chatbot flow
• Create a WhatsApp chatbot flow
• Build an automation flow
• Connect an app and use it in a flow
• Test a flow and fix failed runs
• Use the Action step and conditions in a flow