Product · Flows

Automations you can read at a glance.

Draw the conversation as blocks and arrows. Test it in the simulator, then publish it to a keyword or a template button.

Start free See pricing

Flows are on Professional (₹3,499 a month + GST, 14-day trial) and above.

Example data

Fig. 1 — A price-enquiry flow: the condition sends VIP contacts an offer and hands everyone else to the team. Example data.

Flows are on Professional (₹3,499 a month + GST, 14-day trial) and above.

01The canvas

A conversation, drawn left to right.

Drag blocks from the palette, connect them, and set each one up in the side panel. Each button on a message gets its own arrow.

The flow reads like the conversation it runs: what starts it, what the customer sees, the choices they get, and where each answer leads. A sticky note can explain a branch to whoever edits it next.

Fig. 2 — A price-enquiry flow with a condition and a handoff. Block names are the ones in the app’s palette. Example data.

02The blocks

Twenty blocks, and what each one does.

The full palette, in the app’s own names. Most blocks work on every channel; the commerce blocks follow what WhatsApp supports.

Flow blocks: name, palette group, what it does and where it works
Block	Group	What it does	Where
Trigger	Basic	Starts the flow: a keyword, a template button or a new Google lead.	All channels
Message	Basic	Sends text or media.	All channels
Interactive	Basic	A message with reply buttons, a link button, or a request for location or address.	All channels
List Message	Basic	A menu of options to choose from.	All channels
Collect Input	Basic	Asks a question and checks the answer is an email, phone number, number or date.	All channels
Condition	Logic	Branches on a tag or attribute: equals, contains, greater or less than.	All channels
Delay	Logic	Waits minutes, hours or days before the next block.	All channels
Human Handoff	Logic	Alerts the team and moves the chat to “Needs Human” in the inbox.	All channels
Tag Action	Data	Adds or removes tags on the contact.	All channels
Set Attribute	Data	Saves a value to a contact field, such as city or budget.	All channels
WhatsApp Template	Data	Sends an approved template, for example as the first message to a new lead.	WhatsApp only
WhatsApp Form	Data	Sends a Meta form inside the chat.	WhatsApp only
Catalogue	Commerce	Shares your catalogue.	WhatsApp only
Product Card	Commerce	Shows a single product.	WhatsApp only
Product List	Commerce	Shows several products in one message.	WhatsApp only
Payment Link	Commerce	Sends a link to collect a payment.	All channels
Carousel	Commerce	Two to ten cards the customer swipes through.	Not on Telegram
Meta CAPI	Integrations	Sends a conversion event to Meta.	All channels
API Call	Integrations	Calls your own system with GET, POST, PUT or DELETE.	All channels
Sticky Note	Organisation	A comment for your team on the canvas. Customers never see it.	All channels

Source: the block palette in Pinnaki’s flow builder, October 2026.

03Triggers

What starts a flow.

A published flow waits for its trigger on its channel, and runs each time the trigger arrives.

Keywords: One or more words, such as “price” or “menu”. Your opt-out and opt-in words are reserved and can’t start a flow.
Template buttons: A quick-reply button on a template you sent starts the flow, so a campaign’s replies get an answer straight away.Campaigns
Google lead forms: A new lead from a Google Ads lead form starts a WhatsApp flow. Its first block is a template, because the lead hasn’t written to you yet.
One trigger, one flow: Two active flows can’t claim the same keyword or button on one channel. Pinnaki refuses to publish the second and names the flow that already has it.

04Test it first

Try the flow before your customers do.

The simulator plays the flow as a chat. Type the keyword, tap the buttons, and follow the path it takes.

When a message has buttons, the simulator stops and waits for you to choose one, the way a customer would. Restart it from the top whenever you change a block.

Short on time? Describe the flow you want and let the AI draft it, then edit the blocks it puts on the canvas.

Every branch, tapped once, before it goes live.

05Plans

Flows by plan.

Flows start on Professional. AI flow drafts are counted each month.

Flows and AI flow drafts by plan
Plan	Flows	AI drafts a month
Free	No	0
Basic	No	0
Professional	Yes	20
Enterprise	Yes	100
Unlimited	Yes	Unlimited

Plan limits as of October 2026.

06Questions

Questions, answered.

What people ask before they publish their first flow.

Do flows work on Instagram, Messenger and Telegram?

Yes. Each connected channel has its own flows. Blocks that only exist on WhatsApp (templates, WhatsApp Forms, the catalogue and product messages) are hidden for the other channels, and carousels are not available on Telegram.

What if two flows use the same keyword?

Pinnaki won’t publish the second one. Publishing stops with a message that names the active flow already using that keyword, or that button, on the same channel.

Can a flow hand a chat to a person?

Yes. The Human Handoff block alerts your team and puts the chat under “Needs Human” in the inbox, where anyone can pick it up.

Which plan includes flows?

Flows are on Professional and above. Professional also includes 20 AI flow drafts a month, Enterprise 100, Unlimited as many as you need.

Draw your first flow.

Start on Free to connect your number, then try flows on the 14-day Professional trial.

Start free Talk to us

Professional: ₹3,499 a month + GST.