Infoflow User Guide

1. Getting Started

1.1 Creating your account

1. Go to the Infoflow login page and click Register / Sign up.
2. Enter your name, work email, and a secure password — or use Sign in with Google.
3. Verify your email if prompted, then sign in.

Each account belongs to a workspace (your business). All your contacts, chats, campaigns and team members live inside this workspace and stay private to your business.

1.2 Signing in

• Use your email + password, or the Google button.
• Forgot your password? Click Forgot password, enter your email, and follow the reset link.

1.3 Choosing a language

Infoflow supports English and Tamil. Switch from the language selector in the header or under Settings.

1.4 Light & dark mode

Use the theme toggle in the header to switch between light and dark. Your choice is remembered on your device.

2. Onboarding: Connect WhatsApp

The first time you sign in, a 5-step onboarding wizard helps you get live — configure your environment, activate a subscription, and sync your WhatsApp line.

2.1 Connection options

• Sandbox (Free for 30 days) — Explore the app instantly without an official Meta account. Connect a WhatsApp number manually to test messaging, campaigns and automation. Ideal for evaluating Infoflow.
• Official WhatsApp Business (Meta) — Connect your verified WhatsApp Business Account through Facebook login. This unlocks production messaging on your own business number.

2.2 Connecting the official WhatsApp Business API

1. On Step 2, choose Official WhatsApp Business.
2. Click Connect with Facebook and log in to the Meta account that manages your WABA.
3. Grant the requested permissions.
4. Infoflow lists the WhatsApp Business Accounts linked to your Facebook account. No accounts found? Make sure your Facebook account has a WABA linked in Meta Business Manager.
5. Select the WABA and phone number you want to use.
6. Confirm to finish connecting.

3. The Dashboard

The Dashboard is your home screen and gives an at-a-glance overview of your account.

• Key metrics (KPIs): messages sent/received, delivery and read rates, active contacts, campaign performance.
• Credit balance: how many credits remain in your plan this cycle.
• Charts: trends over time for messaging and engagement.
• Recent activity: latest chats, campaigns and automation runs.

Use the sidebar on the left to navigate to any module, or the search (spotlight) in the header to jump to any page or action quickly.

4. WhatsApp Team Inbox (Chats)

Sidebar → Messaging → WhatsApp Chat. The shared inbox is where your whole team sends and receives WhatsApp messages in real time.

4.1 Sending and receiving

1. Open Chats. Conversations are listed on the left.
2. Click a conversation to open it.
3. Type your message and press Send. Attach media and use templates where required by WhatsApp's 24-hour rules.
4. Incoming messages appear instantly with delivery and read status.

4.2 Working as a team

• Contact context: the customer's details, tags and notes appear beside the chat.
• Quick replies: insert saved responses to answer common questions faster.
• Assignment: route a conversation to the right agent (where enabled by your role).

4.3 The 24-hour window

WhatsApp allows free-form replies only within 24 hours of the customer's last message. Outside that window you must use an approved message template (see Templates).

5. Contacts & Lead Sources

Sidebar → People → Lead Source / Contacts. Your lightweight CRM for everyone you message.

5.1 Adding contacts

• Add manually: click New Contact, then enter name, phone number (with country code), and details.
• Import CSV: click Import, upload a CSV, map the columns, review and confirm to bulk-add contacts.

5.2 Organizing contacts

• Tags: label contacts (e.g. Lead, VIP, Paid) for filtering and targeting.
• Notes: keep a running history of interactions.
• Documents: attach files relevant to a contact.
• Lead source: track where each contact came from.

6. Contact Groups

Sidebar → People → Groups. Groups (segments) let you organize contacts for targeted messaging.

1. Click New Group and give it a name (e.g. Coimbatore customers).
2. Add contacts to the group manually or by tag/filter.
3. Use the group as the audience for a campaign.

Well-maintained groups mean more relevant messages and better engagement.

7. Message Templates

Sidebar → Messaging → Templates. Templates are pre-written, Meta-approved messages required for sending outside the 24-hour window and for campaigns.

7.1 Creating a template

1. Click New Template.
2. Choose a category and language.
3. Write the body. Use variables (placeholders like {{1}}, {{name}}) to personalize.
4. Optionally add media (image/document) and buttons.
5. Submit for approval — Meta reviews templates before they can be used.

7.2 AI template generation

1. Click Generate with AI.
2. Describe what you want (e.g. "A Diwali offer with a 20% discount code").
3. Review and edit the AI draft, then submit for approval.

7.3 Template status

Templates show a status: Pending, Approved or Rejected. Only Approved templates can be used in campaigns and outside the messaging window.

8. Broadcast Campaigns

Sidebar → Messaging → Campaigns. Send a message to many contacts at once.

8.1 Creating a campaign

1. Click New Campaign.
2. Name your campaign (internal reference).
3. Choose an approved template as the message.
4. Fill in any template variables / personalization.
5. Select the audience — a contact group or segment.
6. Schedule for now or a future date/time.
7. Review the estimated credit cost, then Send / Schedule.

8.2 Tracking results

After sending, open the campaign to see messages sent, delivered, read and failed, plus engagement over time.

9. Auto-Replies

Sidebar → Automation → Custom Auto Reply. Automatically respond to incoming messages based on keywords.

1. Click New Auto-Reply.
2. Enter a trigger keyword (e.g. price, hours, hi).
3. Write the response sent when a message contains that keyword.
4. Set a priority (higher priority is matched first) and status (Active/Inactive).
5. Save.

Use auto-replies for FAQs, business hours, pricing pointers and instant acknowledgements.

10. Automation Hub & Workflow Builder

Sidebar → Automation → Automation Hub. Build no-code automations that run 24/7 using a trigger → condition → action model.

10.1 Concepts

• Trigger: what starts the automation (e.g. new message received, new contact added).
• Condition: an optional rule (e.g. message contains "price").
• Action: what happens (e.g. send a template, add a tag, move to a group).

10.2 Visual Workflow Builder

1. Add a trigger node.
2. Drag in condition and action nodes and connect them.
3. Configure each node (message, tag, delay, branch, etc.).
4. Save and activate the workflow.

10.3 AI-generated workflows

Describe what you want in plain language and let AI build the workflow for you, then refine it on the canvas before activating.

11. Bot Flows (Chatbots)

Sidebar → Automation → Bot Flows. Create conversational chatbots that engage customers automatically.

1. Click New Bot Flow.
2. Define the entry point (e.g. a keyword or first message).
3. Build the conversation: questions, menu options and branching paths.
4. Add actions like collecting details, qualifying leads, or handing off to a human agent.
5. Activate the bot.

Use bots for lead qualification, self-service FAQs, appointment requests and after-hours coverage.

12. Reports & Analytics

Sidebar → Overview → Reports. Dive deeper than the dashboard with detailed analytics:

• Message metrics: volume, delivery, read rates over time.
• Campaign performance: compare campaigns.
• Engagement: response and read patterns.
• Exports: download reports where available.

13. Users, Roles & Permissions

Sidebar → People → Users. Invite your team and control what each member can do.

13.1 Inviting users

1. Click Invite User.
2. Enter their email and assign a role.
3. They receive an invitation to join your workspace.

13.2 Roles & permissions

• Roles bundle permissions (e.g. view contacts, create campaigns, manage settings).
• Create custom roles to match your team structure.
• Common roles: Admin (full access) and Agent (inbox/contacts only) — customize as needed.

13.3 Activity logs

Administrators can review activity logs to see who did what and when.

14. Subscription, Credits & Billing

Sidebar → System → Subscription & Billing.

14.1 Plans

14.2 How credits work

• Each plan grants a monthly credit allocation.
• Messages and automation consume credits.
• When you're running low, top up with additional credits.
• Track your balance on the Dashboard and the Subscription page.

14.3 Subscribing / upgrading

1. Open Subscription & Billing.
2. Choose a plan and click Subscribe / Upgrade.
3. Complete checkout securely via Razorpay (cards, UPI, netbanking and more).
4. Your plan and credits activate immediately.

You can upgrade, downgrade or cancel anytime; changes apply per your billing cycle.

15. Referral Program

Sidebar → System → Referral Program. Invite other businesses to Infoflow and earn rewards when they sign up and subscribe.

1. Open Referral Program.
2. Share your unique referral link.
3. Track referrals and rewards on the same page.

16. Invoices

Sidebar → System → Invoices. Download invoices for your subscription payments and credit top-ups for your accounting and tax records.

17. Support Desk

Sidebar → System → Support Desk. Need help? Raise a ticket without leaving the app.

1. Open Support Desk.
2. Click New Ticket, describe your issue, and submit.
3. Track replies and ticket status in the same place.

18. Settings

Sidebar → System → Settings. Manage your account and workspace:

• Profile: your name, email, password.
• Business: brand name and business details.
• WhatsApp configuration: connected number(s) and connection status.
• Appearance: theme (light/dark) and language (English/Tamil).
• Notifications: enable web push and alerts.
• App preferences: other workspace settings.

19. Tips & Best Practices

• Get opt-in consent. Only message contacts who agreed to hear from you — this protects your number's quality rating and keeps you compliant.
• Honor opt-outs. Remove or tag contacts who ask to stop.
• Use templates wisely. Keep them clear, relevant and within WhatsApp's content rules to avoid rejections.
• Segment your audience. Targeted messages outperform mass blasts.
• Watch your credits. Check your balance before large campaigns and top up in advance.
• Start automations small. Build a simple auto-reply first, then expand into workflows and bots.
• Review AI output. Always read AI-generated templates/workflows before activating.
• Use roles. Give each team member only the access they need.

20. Troubleshooting & FAQ

I can't find my WhatsApp Business Account during onboarding.
Ensure your Facebook account has a WABA linked in Meta Business Manager, then retry the Facebook connect step.

My template was rejected.
Meta reviews all templates. Rejections usually relate to content, formatting or policy. Edit the template to comply and resubmit.

My campaign messages aren't delivering.
Check that the template is Approved, you have enough credits, recipients have valid numbers, and you're respecting WhatsApp's policies.

I can't message a customer freely.
You may be outside the 24-hour window. Use an approved template to re-engage.

I ran out of credits.
Top up from Subscription & Billing, or upgrade to a higher plan.

A team member can't see a feature.
Their role may not include that permission. An admin can adjust roles under Users.

Payment failed.
Retry checkout in Subscription & Billing. If it persists, contact support with your transaction details.

21. Glossary