How to build Automated Flows in Coco AI

This Walkthrough will show you how to build automated flows in Coco AI. Learn how to build and optimize Coco AI's Visual Flow Builder for your brand’s WhatsApp sales and support outcomes.


Overview

Automation flows in Coco AI let you message WhatsApp subscribers at key moments in their journey—after they add to cart, when an order is created or fulfilled, if a payment fails, or when they first join your WhatsApp list. Pairing flows with smart segmentation helps you personalize messages, improve click-through and conversion rates, and grow revenue automatically.

Automation Use cases that work well in WhatsApp:

  • Abandoned cart recovery
  • Post-purchase up/cross-sell
  • Order confirmations
  • Win-backs

Flow Basics

Once you have configured the Trigger click "Save Flow". The flow does NOT automatically save, so you need to save the flow before exiting the page.

  1. Flow Title - Name your flow. (Make sure it's an easy to remember and identify flow for the team).
  2. Description (optional) - more context like offer, audience, and testing plan
  3. Flow Languages - Select the Languages you want to send your flow in. (Must Select at least 1 flow).
  4. Metric - Select the Metric you want to trigger the flow (ie. "Checkout Started" is for Abandoned Cart Flow)
  5. Trigger Filter (Optional) - Values associated to the value (Location, Cart Items, Total Cart value) related to the trigger of the filter.
  6. Profile Filter (Optional) - Profile Properties (Amount spent over time, Lack Engagement date etc) or Events (Placed an order, WhatsApp engagement)
  7. Re-entry Filter - How long you want a customer to wait to be eligible to re-enter a flow. (7 day re-entry flow means a customer won't get the flow messages for 7 days from entering the flow).
  8. Save the Trigger - Click the save button to ensure the flow is save the trigger and build out your flow.


We will automatically remove all subscribers who make a purchase during your flow.


Flow Actions

Here are the 5 actions you can set in the Flow blocks for the flow to take actions. Each step needs to execute sequentially.

  1. Send WhatsApp Message - Add the Send block then Select or Create a template to send a message to customers.
  2. Add Delay - Create a delay for how long the next action should take (Minutes, Hours, Days). For ex. Wait 30 minutes after Checkout abandoned cart to send Message 1.
  3. Subscriber Attribute Split - Create different branches of the based on if Subscribers are in a Coco Segment or not.
  4. Conditional Split - Split the flow that users go down, based on a Profile property or What someone has or hasn't done (Placed an order, Abandoned cart).
  5. Empty block - If you don't want the flow to take an action on a brand of the flow (ie. Don't send a message to customers who fit a certain criteria).



You can delete any block in your flow. If you delete a block inside the flow all of the blocks below that deleted one in the flow will also be deleted.


Updated on: 13/10/2025

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