Yes. Conversation Flows is one product under Settings → AI Agents → Conversation Flows. You choose either a Chat flow or a Form flow, then build it on the canvas, publish, and send it to customers on WhatsApp.

Three tabs sit under Conversation Flows:

Tab	Purpose
Flows	List and manage chat + form flows (type badge, active/entry, WhatsApp number)
Activity	Unified history of chat runs and form submissions — filter, inspect, export
Contacts	Lightweight contact directory from flow activity (phone, name, last activity)

Chat flow vs Form flow — when to use which

When you click New Flow, pick the type first:

Type	Best for	What the customer sees
Chat flow	Menus, routing, short Q&A, documents, payments, handoffs	Numbered options, reply buttons, typed answers, file exchange
Form flow	Multi-screen wizards — quotes, lead capture, bookings, KYC	Meta's full-screen form overlay (image header, radios, date pickers, Continue/Submit)

Use a Chat flow when you need branching menus ("press 1 for sales, 2 for support"), quick questions, sending or collecting files, taking a Netcash payment, or step-by-step handoffs.

Use a Form flow when you need a polished multi-field experience like Meta's native forms — hero image at the top, radio groups, checkboxes, dropdowns, date pickers, and a Continue/Submit footer across several screens.

End customers never choose the type — they only tap the button or link you send them.

You can also combine them: a chat flow can include a step that opens a form flow, waits for the customer to finish, then continues with more chat steps (including handoffs).

Creating a flow

Click New Flow, choose Chat or Form, then:

Start from a template, or
Start blank, or
✨ Describe it (Bizzy) — type what you want in plain language and click Build with Bizzy. Bizzy drafts either a chat flow or a form flow (matching the type you picked). Review and edit before publishing. This uses your AI credits.

Chat flow builder (visual canvas)

Chat flows open on a drag-and-drop canvas. Click Add step and pick from:

Message — send a message, then continue or end.
Options — give customers choices (tappable buttons or a numbered menu; typing the number works too).
Ask a question — collect a typed answer (email, details, etc.). Their reply is saved as-is. You must set When answered, go to or publish is blocked. Use If empty / unclear, go to (usually this same step) to re-ask.
Send a file — send a file or picture to the customer.
Collect a file — ask the customer to send a file or photo.
Open form flow — launch a published Form flow and wait for the customer to submit before continuing.
💳 Take a payment — sends a Netcash Pay Now link for an amount you set; the invoice is created and marked paid automatically (see the Netcash payments article).
End chat.

Plus handoff steps:

👤 Hand to a person — escalates to your team in the inbox.
🤖 Hand off to AI agent — the AI assistant continues the chat with the flow's context.
🔀 Send handoff → another number — routes the customer to a different connected WhatsApp number.

Click a step to edit it in the inspector on the right, connect steps by dragging lines, and hit Save & publish. A validator blocks publishing if something is broken and lists exactly what to fix.

Form flow builder (Meta screen designer)

Form flows use Meta's WhatsApp Flows component library — not a custom theme editor. The look and feel (hero image, Continue/Submit buttons, "Managed by…" footer) comes from Meta's native Flow chrome plus the components you add.

Each form is built from screens stacked in a single column:

Text — headings, subheadings, body copy, captions.
Inputs — text fields, text areas, radio groups, checkboxes, dropdowns, date pickers, opt-in checkboxes.
Media — Image headers (upload your brand image; Meta handles sizing with cover/contain rules). Use Image headers when you want a branded hero banner at the top of a screen — common for quotes, applications, and onboarding wizards.
Actions — Footer with Continue or Submit (required on terminal screens).

You add, rename, and reorder screens, set which screen is terminal, and configure validation and visibility rules in the inspector.

Publish to Meta before sending live. Draft flows can be tested where Meta allows draft mode; production sends require a published flow.

Form flows can be launched:

Inside an open WhatsApp chat (interactive Flow button, 24-hour window).
Via a message template with a FLOW button (business-initiated).
From a chat flow step (Open form flow).

Sending a published form flow as a message (step by step)

To send a published form flow to a customer outside the 24-hour window (or as a proactive first message), attach it to a WhatsApp template, get it approved, then send that template:

Publish the form flow first — Conversation Flows → Form Flows → your flow must show status Published before it can be attached to a template.
Settings → Communications → Manage Templates → New Template → WhatsApp.
Fill in the body text, then under Buttons click + Flow (only enabled once you have at least one published form flow) and pick it from the dropdown.
Save and submit — this sends the template to Meta for approval (usually 24–48 hours). You'll see a real Meta template ID once it's accepted.
Once Approved, send it to a customer:
- One-off / automated: add an Open a form step to a Chat Flow — the Flow button goes out automatically when a customer's conversation reaches that step. No manual sending needed.
- Manual send to a contact list: Marketing → WhatsApp → Broadcasts → New Broadcast → select the approved template → choose the contact list to send to (a list can be just one person for a single customer).

There is currently no single "send to this one customer right now" button for a Flow-button template — it goes out either automatically via a Chat Flow step, or as a broadcast to a contact list. Use the Manage Templates search box (top of the left rail) if you have many templates and can't find yours by scrolling categories.

Live product catalog (dynamic prices on form screens)

Use the Live catalog tab when package prices live in your Product Catalogs (Products → Catalogs) and should change with what the customer picks — e.g. “Which complex?” → show that complex’s fibre packages with live Rands.

How it works:

Enable Live catalog pricing and pick the match field (e.g. complex).
Choose how to find the catalog: always one catalog, map each option → a catalog, match by catalog name, or load catalogs as the match options themselves.
Click Apply recommended screen setup — this adds a packages screen, sets Continue to Data exchange, and binds the package dropdown to live options.
Save draft and Publish.

When the customer taps Continue, WhatsApp calls our server; we return packages like MWCOM FTTH - 50Mbps — R868.70/mo from the catalog. You can also set a Dropdown’s Live options data key (e.g. catalog_products) in the component inspector.

Bizzy can draft the screens, but does not wire Live catalog for you — finish that on the Live catalog tab after.

Handoffs on form submit

Form flows support the same handoff actions as chat flows. Configure what happens when the customer taps Submit:

Action	What happens
End	Journey closes; optional confirmation message.
Continue / start chat flow	Resume a waiting chat instance or start a named chat flow with the submission data in context.
👤 Hand to a person	Escalates to the human inbox; staff see the form answers.
🤖 Hand off to AI agent	AI assistant takes over with submission context.
🔀 Send handoff → another number	Routes to another WhatsApp number on your tenant (uses the same connection and template rules as chat handoffs).

Submission data (and any linked CRM records) is passed into handoff and AI context so your team sees what the customer filled in. Activity records which action ran.

Chat flows that open a form can still use all handoff steps after the form returns — e.g. menu → form → "Talk to an agent".

Activity tab

Activity is the unified history for everything that happens in Conversation Flows:

Chat runs — step-by-step timeline of a chat flow instance.
Form submissions — every field and value the customer submitted.

Filter by type (chat run / form submission), flow, contact, status (in progress / completed / abandoned / failed), and date range. Open a row to see the full detail — chat step timeline or every form field and answer. On Contacts, open a person and tap View answers on a form submission. Export to Excel from Activity — the workbook includes an Activity sheet plus a Form answers sheet (one row per field).

The old separate Runs page is folded into Activity.

Contacts tab

Contacts is a lightweight directory built from flow activity — no CRM module required:

Phone number, display name (if captured), last activity, submission/run counts.
Contact detail shows a timeline of all chat runs and form submissions for that person.
Independent of CRM Customers — Comms-only tenants get full value here.

If CRM mapping created a Customer or Lead, the contact shows an optional Linked to… reference.

Optional CRM mapping (when CRM modules are enabled)

For tenants with CRM modules, each form flow can optionally map submission fields into CRM records:

Map answers → Customer, Lead, Quote, or custom fields.
Match rules: create new, update by phone/email, or create Lead only.

CRM mapping is additive and optional. Every submission is always stored in Activity and Contacts first. Comms-only tenants never see CRM mapping — Activity and Contacts remain complete without it.

Per-number flows and the entry flow

The entry flow (marked with a star) is the one that greets every new chat. Use Set as entry on any flow's card.
If you have multiple WhatsApp numbers, a dropdown in the builder header lets you tie a flow to one specific number, or leave it on All numbers (default). Different branches/numbers can each run their own flow.
Flows can be activated/deactivated individually. If your entry flow is inactive, new chats fall back to normal AI triage — the list warns you about this.

WhatsApp Web limitation (Form flows)

Meta Form flows do not work on WhatsApp Web. Customers must open the form on the WhatsApp mobile app (iOS or Android).

If a customer tries to complete a Form flow on WhatsApp Web, Meta will not render the full-screen form overlay. Chat flows (menus, buttons, typed replies) work on both mobile and web.

When guiding customers, tell them to tap the form link on their phone. If they report the form "doesn't open" or shows only a plain message, check whether they are on WhatsApp Web — switching to the mobile app fixes it.

Testing with the simulator

The Simulator tab (Settings → AI Agents → Simulator) has a flow picker: leave it on the live entry flow, or pick any chat flow — including drafts — to test without changing what customers see. Options render as tappable chips, files show as clickable links, and the Take a payment step sends a harmless test link.

Form flows use Meta's in-app preview and Meta draft/test sends where supported — the chat simulator does not simulate Meta form overlays.

Build a conversation flow