Flows are automated conversations that run in the background. A flow starts when a Member does something, such as joining a Subcommunity, replying to a Campaign or texting a keyword, and then sends the messages you set up for that moment.
This article explains the flow types, how the flow editor works, and how flow statuses behave. Each flow type has its own article with the full setup steps.
Who this applies to: Leaders on a plan that includes Flows. You build flows in the Web Dashboard. This article does not cover Keyword Responders, which are a separate feature. See Community Keyword Responders.
What is a flow?
A flow is a set of steps that runs when a Member triggers it. The trigger depends on the flow type. Everything after the trigger is built from the same steps in the flow editor.
Flow types
| Flow type | When is it triggered |
|---|---|
| Welcome Series | A new Member joins your Community. |
| Campaign Follow-Up | A Member responds to, or does not respond to, a Campaign. Also whether they clicked a link or replied with a specific keyword |
| Joined a Subcommunity | A Member is added to a Subcommunity, whether manually, by keyword, through another flow or through the API |
| Keyword Response | A Member sends a message that exactly matches one of your keywords |
| Shopify Abandoned Checkout | A shopper leaves items in their cart |
Steps you can add to a flow
| Step | What it does |
|---|---|
| Delay | Adds time between steps |
| If/Else | Branches the flow based on a Member's demographic information or Custom Member Data |
| Send Message | Sends a text to the Member when they reach that step. Can include links, images or emojis. |
| Add to Subcommunity | Places the Member in a Subcommunity you choose |
Why should I use flows?
Flows send a message in response to something a Member just did, so you don't have to watch for that moment and send it by hand. Three situations show the value:
- A new Member gets a structured series of messages instead of a single welcome.
- A Member who replies to a Campaign gets a reply that fits what they said, so the conversation continues in both directions.
- A Member who didn't respond can get a follow-up automatically, so fewer opportunities are missed.
Every Member in a flow has opted in to hear from you, which is why a prompt, relevant message is welcome rather than intrusive.
How do I use it?
Choosing a flow type
| If you want to... | Use this flow type |
|---|---|
| Greet new Members over several messages | Welcome Series |
| Reply differently to Members based on how they reacted to a Campaign | Campaign Follow-Up |
| Continue the conversation when a Member joins a Subcommunity | Joined a Subcommunity |
| Send content when a Member texts a keyword | Keyword Response |
| Remind shoppers about items left in their cart | Shopify Abandoned Checkout |
Creating a flow
- In the Web Dashboard, open the Flows tab.
- Click Create New Flow.
- Choose a flow type.
- Add steps in the flow editor. Drag a step from the menu, or click the (+) sign on the canvas.
- Publish the flow.
A flow stays in Draft until you publish it. Members don't enter a draft flow.
Checking a flow's status
| Status | What it means |
|---|---|
| Draft | The flow is still being built. Members don't enter until you publish it. |
| Active | The flow is live and triggers for eligible Members. |
| Paused | The flow stops accepting new Members. Members already in the flow continue. |
Pausing and editing a flow
You can pause and edit an Active flow. Only Members who enter after your edit see the changes.
Some flows have limits you should know about before you publish:
| Flow type | Limit |
|---|---|
| Welcome Series | Cannot be paused once published |
| Shopify Abandoned Checkout | Cannot be paused once published |
| Campaign Follow-Up | Cannot be paused or updated once all Campaign recipients have entered the flow or after the campaign has ended. |
To restart a paused flow, publish it again. New Members then enter as normal.
Finding a flow
On the Flows tab, filter the list by status, by type, or both.
How do I use it well?
These examples show how each flow type is commonly used. They are examples of shape, not tested sequences.
| Flow type | Example |
|---|---|
| Welcome Series | Day 1: greet new Members and thank them for registering. Day 2: share a story about your brand or mission. Day 3: offer a discount. |
| Campaign Follow-Up | After a Campaign announcing an event, ask "Do you want to RSVP?" Send a link to Members who reply "Yes" or "RSVP". |
| Joined a Subcommunity | Send a message to Members who join through a Subcommunity keyword. |
| Keyword Response | Share a discount code when Members text "SALE". |
| Shopify Abandoned Checkout | Remind a shopper about their cart after 2 hours, then share product reviews. |
Common questions
Will members receive duplicate messages if I edit a flow?
No. Message analytics reset when you edit a Send Message step, but Members don't receive the same message twice.
Do messages in flows respect Quiet Hours?
Yes. Messages wait until Quiet Hours end before they send. You can turn this off in the flow editor.
Can I pause and restart a flow without losing it?
Yes. Pausing stops new Members from entering. When you publish again, Members continue entering as normal. See Pausing and editing a flow above for flows that can't be paused.
Can a member be in more than one flow at once?
Yes. A Member can be active in several flows at the same time, as long as they trigger each one.