In today’s competitive business landscape, delivering timely and personalized customer care is no longer a luxury - it’s a necessity. By leveraging automated message flows and smart customer care scripts through SMS and WhatsApp Marketing, businesses can build stronger relationships, increase response rates, and boost customer satisfaction at scale.

     Whether it's a welcome message, a payment reminder, or a product recommendation, designing strategic message flows helps ensure that every customer touchpoint feels natural, relevant, and human - even when it’s automated.

1. What's flow?

     A flow is a step-by-step automation that sends messages (SMS or WhatsApp) to users based on triggers, conditions, and timing. Think of it as a smart chatbot or auto-responder that reacts differently depending on what the user does.

2. Example: WhatsApp or SMS Marketing Flow

     Let’s say you run a salon. Here's a simple WhatsApp flow:

1. Trigger: A customer sends "Book now".
2. Auto-reply: “Hi! 👋 Thanks for contacting [Salon Name]. Which service would you like to book? (1) Haircut (2) Coloring”
3. User replies: “1”
4. Bot sends: “Great! Please choose a time slot: (A) 10 AM (B) 2 PM”
5. User replies: “A”
6. Confirmation message: “Your haircut is booked at 10 AM tomorrow. See you soon!”

3. What Can Flows Do?

5. Why Use Flows in SMS/WhatsApp Marketing?

• 24/7 customer engagement
• Instant replies → higher conversion
• Personalized experience at scale
• Saves time for your sales or support team

6. Process of creating Flows in SmsMk365.com

6.1. Step 1: Open list of flows

     To do it, you need go to TOOLS area => Then you click on FLOWS (1) => Now you can see list of flows like Illustration 1 bellows:

Illustration 1: List of flows

• CREATE FLOW (2): Click on this button to create a flow to take care about your customers with SMS Channel or WhatsApp Channel.
• PENCIL (3) icon: Click on this icon to Edit that Flow.
• TRASH (4) icon: Click on this icon to Delete that Flow.

       Now you click on CREATE FLOW (2) button like Illustration 1 above, In Flow Builder, you right click on SEND TEXT (15) block => Then you click on CLOSE icon (16) to delete SEND TEXT block. You do it like Illustration 2 bellows:

Illustration 2: Flow Builder Interface

Illustration 3: Sms Source Block

• By default, the SMS Source block will be created in the Flow Builder interface as shown in Illustration 3 above.
• If you want to create a Flow for WhatsApp, then you need to right-click on the SMS SOURCE block => Then, you click on the CLOSE icon to remove it from the FLOW BUILDER => Next, you press and hold on the WHATSAPP SOURCE menu on the left (like 5'th in  Illustration 2 above), then drag it to the FLOW BUILDER area.

6.3. Step 3: create CONDITION block for Flow

       Now, hold down on the CONDITION (6)  menu and drag it into the FLOW BUILDER area as shown in the illustration below:

Illustration 4: Create Condition Block For Flow

• Condition Type (18): you need choose one value that's suitable with your condition.
• Value (19): You input your Keywords that's in your customer's SMS message which they sent you.
• NODE (20) & NODE (21): You click on NODE 20th then you press and drag to NODE 21th to connect them together.

=> Now you can see your result like Illustration 4 above.

6.4. Step 4: Create SEND TEXT block for your FLOW

     In this step, you press, hold and drag the SEND TEXT (7) menu from the left window and drag it to the FLOW BUILDER area as shown in the illustration 5 bellows:

Illustration 5: Create SEND TEXT block

• Text Message (22): You input your message here. This content's used to reply for your customer's SMS message when it has price smsmk365 Value (19) like Illustration 4 above.
• Priority (23): You need choose the suitable value.
• NODE (24) & NODE (25): You click on NODE 24th then you press and drag to NODE 25th to connect them together.

=> Now when your customer sent you a SMS message that's keyword like "price smsmk365" then they can get your reply sms message like Text Message (22) above.

* Notes:

• You can replace the SEND TEXT block with the SEND IMAGE (8), SEND VIDEO (9), SEND AUDIO (10), SEND DOCUMENT (11) blocks when you want to attach the corresponding document.
• You need to enable MOBILE APP so that it automatically sends SMS messages in response to Customer SMS messages.

*For any questions, please contact us via Email: SmsMk365Agent@gmail.com Or support@smsmk365.com Or Contact us via Form CONTACT for a prompt response.