Wati allows you to build chatbots that automatically handle customer conversations. You can create a chatbot from a template or start from scratch, then design its flow using different nodes like messages, questions, and conditions. This guide walks you through creating a chatbot, building its flow, and configuring advanced logic for dynamic conversations.

Instructions

How to create a new chatbot

Follow these steps to create a new chatbot in Wati:

1. Log into your Wati account.

2. Navigate to Automation.

3. Click Chatbots.

4. Click the green Add Chatbot button.

5. Enter your chatbot name in the pop-up window.

6. Click Add.

Your chatbot is now ready, and you can start building its flow.

Note: You can also start with a ready-made template from the Chatbot Library.

To access it:

Go to Automations.
Click on Chatbots.
Open the Library tab to view the available template chatbots.

Choose a template that fits your use case and customize it as needed.

You can also filter chatbots in the Library by Industry or Language.

This makes it easier to quickly find a template that matches your business type or preferred language.

How to build your chatbot flow

Wati uses a drag-and-drop builder to design chatbot conversations. You can add different types of nodes to control how your chatbot interacts with customers.

Note: Some nodes are supported only on specific channels.

For example, certain nodes may work on WhatsApp but not on Instagram Messages or Facebook Messenger.

When creating a chatbot, click on the channel icons to see which nodes are supported for your selected channel – whether it is WhatsApp, Instagram Messages, or Facebook Messenger. This helps you design your flow using only the nodes available for that platform.

Here’s how to get started:

Click Send a message to send a message to the customer.
Click Ask a question to collect input from the customer.
Click Set a condition to control the flow based on logic.

Adjust your workspace view

The chatbot builder includes tools to help you manage complex flows:

Click the <– –> button to expand the map and hide node options.
Use zoom controls to:
- Zoom In for a closer view.
- Zoom Out for a broader view.
- Reset Zoom to return to the default view.
- Center Map to focus on the middle.
- Lock/Unlock Mouse Zoom to enable or disable zooming with your mouse wheel.

You will also see a floating window that shows an overview of your entire chatbot structure.

Once you finish making changes, click Save Chatbot to keep your progress.

Types of chatbot nodes

Chatbot nodes define how your chatbot behaves. There are 3 main types of nodes in Wati.

1. Send a message (no user input required)

This node sends a message to the customer without expecting a reply. It is often used as the final step in a chatbot flow.

Supported message types include:

Text
Image
Video
Audio
Document (such as PDF or DOCX files)

Use this node when you want to share information without collecting input.

2. Ask a question (user input required)

This node collects a response from the customer. You can use it to guide conversations or gather information.

There are 2 response types:

Predefined answers

Create answer options (for example, Yes/No).
The chatbot directs the conversation based on the selected response.

This is useful for structured flows where customers choose from fixed options.

For predefined responses, you have 2 options:

Buttons – Add up to 3 selectable choices.
Lists – Add up to 10 selectable choices.

Choose buttons for simple decisions with fewer options, and lists when you need to present more choices in a structured format.

Saved inputs

Store the customer’s response in a variable.
Use this variable later in the chatbot flow.

This is useful when you need to personalize responses or apply logic based on user input.

Advanced input validation

To ensure customers enter the correct format, use validation rules under Advanced Options.

Available validation types include:

Number
- Set minimum and maximum values.
- Define custom error messages.
Date
- Ensures the input follows a valid date format.
Date + Time
- Validates both date and time together.
Time
- Restricts input to valid time formats.
Pattern (Regex)
- Define a custom format using regular expressions (Regex).
- For example, validate a national ID number format.

If none of your conditions match the user’s response, the chatbot follows the default Expected Answer path.

3. Conditions (dynamic flow control)

Conditions allow your chatbot to make decisions based on stored values or custom parameters. This helps you create dynamic and personalized conversations.

A condition includes:

IF @ input

Select the variable or custom parameter to evaluate.

Note: CustomParam stores the customer’s input value in the current chatbot.
Condition operator

Choose how to compare values, such as:
- equal to
- not equal to
- contains
Value or variable

Define the value to compare against.
Add rule (AND/OR)

Combine multiple conditions to create more complex logic.

When the condition is evaluated:

If TRUE, the chatbot follows the Green Path.
If FALSE, the chatbot follows the Red Path.

Use conditions when you want the chatbot to respond differently based on customer input, preferences, or previously saved data.

Final steps

After building your chatbot:

Review your flow carefully.
Test each path to make sure conditions and validations work correctly.
Click Save Chatbot to ensure all changes are stored.

Your chatbot is now ready to automate customer conversations in Wati.

Frequently Asked Questions (FAQs)

Chatbot creation and setup

1. How do I create a new chatbot in Wati?
To create a new chatbot in Wati, log into your Wati account, navigate to Automation, click Chatbots, and then click the green Add Chatbot button. Enter a name for the chatbot in the pop-up window and click Add. The chatbot will be created and ready for you to start building its flow.

2. Can I create a chatbot using a template in Wati?
Yes. Wati provides ready-made chatbot templates that you can customize. To access them, go to Automation, click Chatbots, open the Library tab, and choose a template that fits your use case. Templates in the Chatbot Library can also be filtered by Industry or Language.

Chatbot flow design

3. How do I build a chatbot conversation flow in Wati?
Wati uses a drag-and-drop builder to design chatbot conversations. In the chatbot builder, you can add nodes such as Send a message, Ask a question, and Set a condition to control how the chatbot interacts with customers.

4. Are all chatbot nodes supported on every messaging channel?
No. Some chatbot nodes are supported only on specific channels. For example, certain nodes may work on WhatsApp but not on Instagram Messages or Facebook Messenger. In the chatbot builder, you can click the channel icons to see which nodes are supported for the selected channel.

5. What tools are available to manage complex chatbot flows in the builder?
The chatbot builder includes tools to help manage complex flows. You can expand the map to hide node options, zoom in or out of the flow, reset the zoom to the default view, center the map, and lock or unlock mouse zoom. A floating overview window also shows the entire chatbot structure.

6. How do I save changes while building a chatbot?
After making changes to the chatbot flow, click Save Chatbot to store your progress and ensure all updates are saved.

Chatbot nodes and conversation logic

7. What are the main types of chatbot nodes in Wati?
Wati chatbots use three main types of nodes: Send a message, Ask a question, and Conditions. These nodes control how the chatbot sends information, collects input from customers, and determines the next step in the conversation flow.

8. What does the “Send a message” node do in a Wati chatbot?
The Send a message node sends a message to the customer without expecting a reply. It is often used to share information or as the final step in a chatbot flow. Supported message formats include text, image, video, audio, and documents such as PDF or DOCX files.

9. What does the “Ask a question” node do in a Wati chatbot?
The Ask a question node collects input from the customer. It can use predefined answers such as buttons or lists, or it can store the customer’s response as a variable for later use in the chatbot flow.

10. What validation options are available for responses in the “Ask a question” node?
The chatbot builder provides validation options to ensure customers enter responses in the correct format. Available validation types include Number with minimum and maximum values, Date, Date + Time, Time, and Pattern (Regex) for custom formats.

11. How do conditions work in a Wati chatbot?
The Conditions node allows the chatbot to evaluate a variable or custom parameter and compare it to a defined value using operators such as equal to, not equal to, or contains. If the condition evaluates to true, the chatbot follows the Green Path. If the condition evaluates to false, the chatbot follows the Red Path.