FAQ Document for ControlHippo Flow Builder

FAQ Document for ControlHippo Flow Builder

1. What is the ControlHippo Flow Builder?  

ControlHippo’s Flow Builder is a powerful, visual automation tool designed to streamline communication for businesses. With an intuitive drag-and-drop interface, teams can build dynamic workflows for:

• Customer support

• Marketing campaigns

• Real-time notifications

Flow Builder also supports AI agents, smart branching logic, and now includes even more control with new step types and triggering options.

2. How do I create a flow in ControlHippo?  

Follow these steps to create a flow:

Step 1: Log in  

Access your ControlHippo dashboard.

Step 2: Go to Flow Builder  

Navigate to the Flow Builder section.

Step 3: Click “Create Flow”  

Step 4: Set Flow Details  

• Flow Name

• Choose WhatsApp Channel/Number

• Select Template Category:

• Utility: For operational use (e.g., updates, confirmations)

• Marketing: For campaigns and engagement

Step 5: Set Flow Trigger  

Before adding steps, define how the flow will start:

• Manual Trigger: Flow starts manually by an agent

• First Message: Triggers when the user sends the first message

• Widget Click: Starts when a user interacts with a widget (e.g., website chat)

Step 6: Build the Flow  

Drag and drop steps to create your flow:

• Send a Message

• Ask a Question

  • Button

  • Question

  • List

• AI Agent

• Close Conversation 

• CSAT 

• Assign To

Step 7: Save & Activate  

Once built, save your flow and activate it for use.

3. What step types are available in the Flow Builder?  

Trigger -

The Trigger is the entry point of a flow. It determines when and how the flow starts. Trigger types include:

• Manual Trigger: Agent-initiated

• First Message: Starts when the user messages your number for the first time

• Widget Click: Begins when a user clicks a chat widget on your site.(This will work only for Chatbot)

ControlHippo Flow Builder supports a wide range of step types to create powerful automation:

Send a Message  

Supported message formats include:

• Text: Simple or formatted text messages

• Audio: Voice notes or instructions

• Video: Short video messages or tutorials

• Documents: Files such as PDFs or invoices

• Images: Product visuals, charts, or branding assets

Ask a Question  

Collect user input using:

• Question (Open-ended responses)

• Buttons (quick replies) /Max 9 in chatbot

• Lists (structured options)

WhatsApp Business:

• Question (open-ended): Lets users respond freely with text input.

• Buttons (quick replies): Offers predefined response options users can tap.

• List (menu-style options): Displays a scrollable menu for users to select from structured choices.

WhatsApp Scan:

• Question (open-ended)

Chatbot:

• Question (open-ended)

• Buttons

You can also:

• Configure Answer Variants: Define expected replies.

• Save Answers to Variables: Store responses for future steps or personalization.

AI Agent  

Automate replies using AI. Supports:

• Information Collection (e.g., name, email)

• Question Answering based on predefined data

Must be preceded by a “Send a Message” or “Ask a Question” step.

The AI Agent step is a smart automation element that allows for intelligent response handling. You can use it in two modes:

• Collect Information: Gather structured data from the user (e.g., email, name).

• Answer a Question: Let the AI agent respond to user queries using available knowledge.

Important: The AI Agent node can only be used after a "Send a Message" or "Ask a Question" step. This ensures the conversation context is clear before the AI agent processes input.

Each AI Agent step includes two connectable branches:

• Success: Triggered when the AI handles the input correctly.

• Failure: Triggered when the AI cannot process the input or requires fallback handling.

This enables businesses to build smarter, more dynamic flows with conditional logic.

Close Conversation  

This step ends the current chat session. It can be used to:

• Automatically conclude a conversation after a task is completed

• Trigger agent notifications or session handoffs

• Ensure proper flow termination and logging

CSAT (Customer Satisfaction Survey) – Chatbot only  

Collect customer feedback at the end of a conversation:

• Sent automatically after resolution

• Captures ratings

• Helps measure support effectiveness and user satisfaction

Assign To  

Route the conversation to a specific team member or department:

• Assign by agent name
   This step is useful for manual handling, escalation, or follow-up.

4. What happens if a customer provides an unexpected answer?  

If the flow receives an unrecognized input (not matching predefined options or formats), it will pause or stop. This ensures clarity in the conversation. To resume:

• Manually reselect the flow.

• Resend it to the customer to restart from the beginning or a specific step.

5. How can I manage multiple flows?  

Within the All Flows section, you can:

• View: Review flow structure and status

• Edit: Update steps, content, and logic

• Delete: Remove flows permanently

• Monitor Status: Check whether flows are active or inactive

6. Can I integrate the flow with my existing business systems?  

Currently, direct integration with external CRMs or business tools is not specified in the documentation. However, AI and variable storage steps can help simulate integrations for automation within the WhatsApp environment.

7. Can I use ControlHippo for WhatsApp Business?  

Yes. ControlHippo fully supports WhatsApp Business. While setting up flows, you can choose additional configuration options specific to WhatsApp Business like templates, buttons, and list messages.

8. How can I restart a flow if it stops unexpectedly?  

To restart a flow:

1. Open the conversation in the dashboard

2. Select the appropriate flow

3. Re-initiate it from the beginning or a specific step