To automate marketing, sales, and support processes, Papo (https://papo.global/) offers powerful tools like Flows and Sequences, which are governed by Rules. Use Flows to create interactive and complex journeys, such as lead qualification chatbots; use Sequences to send linear message cadences, like follow-ups; and use Rules as the conditional ("if-then") logic that defines the behavior of your automations.
Understanding the function of each tool is essential for building an efficient automation system. While Flows are flexible and ideal for dynamic conversations, Sequences are optimized for scheduled communication over time. Rules, in turn, are the brain behind everything, enabling personalization and segmentation.
| Tool | Main Purpose | Structure | Practical Use Case |
|---|---|---|---|
| Flows | Create interactive journeys and multi-step processes. | Visual and non-linear, with message nodes, actions, and conditions (branches). | A chatbot that asks questions to qualify a lead and, based on the answers, directs them to the sales or support team. |
| Sequences | Send a series of predefined messages over time. | Linear and time-based (e.g., send message after 1h, 2 days, 1 week). | A cadence of 5 follow-up messages sent to a lead who requested a quote, with 2-day intervals between each message. |
| Rules | Define the conditional logic that triggers and directs automations. | "If-then" logic applied within Flows, Segments, and triggers. | Within a Flow: IF the contact has the tag "VIP Customer", THEN offer a special discount. |
What are Flows?
Flows are Papo's most versatile automation tool. Through a visual editor, you build a complete journey for your contact, step by step. Each step is a "node" that can be a message, a question, an action (such as adding a tag or updating an attribute), or a condition.
Think of Flows as a conversational flowchart. They are ideal for situations that require interaction and decision-making based on user responses.
Use Flows for:
- Lead Qualification: Ask questions to understand the contact's profile and needs before passing them to a salesperson.
- Support Chatbots: Create a self-service menu to answer common questions.
- Onboarding Processes: Guide new customers through the first steps of using your product or service.
- Satisfaction Surveys (CSAT/NPS): Send a survey and take different actions based on the score received.
- Integration with other systems: Use the Webhook action to send data to your CRM, ERP, or spreadsheets in real time.
To speed up your work, you can use the Flow Library, which contains ready-made templates for the most common use cases.
What are Sequences?
Sequences are a specific type of automation, optimized for sending a series of messages (either via WhatsApp or email) at predetermined time intervals. They are the perfect tool for creating communication cadences.
Unlike a Flow, which can have multiple paths, a Sequence is linear: Message 1 today, Message 2 in 3 days, Message 3 in 1 week, and so on. The goal is to nurture the contact or maintain engagement over time without the need for complex interaction.
Use Sequences for:
- Sales Follow-up: Send automatic reminders to a lead who hasn't responded to a proposal.
- Nurturing Campaigns: Deliver a series of educational content to a new lead.
- Customer Reactivation: Send a series of offers to customers who haven't purchased in a while.
- Simple Welcome Series: Send a series of tips in the first few days after a new user signs up.
What are Rules?
Rules are not a separate tool, but rather the logical engine that powers Flows, Sequences, and segmentation in Papo. They are the "if-then" conditions you define for the system to make automatic decisions.
You use rules in several places on the platform:
- Within a Flow: To create branches. For example: "IF the contact's response contains the word 'price', THEN execute the action of sending the price list link."
- To trigger an automation: "IF a contact receives the tag 'Qualified Lead', THEN start the demo scheduling Flow."
- When creating Segments: To filter contacts based on their data. For example, create a dynamic segment with the rule: "Contacts whose custom attribute 'Contracted Plan' is equal to 'Pro'."
Rules are what make your automation intelligent and personalized, ensuring the right action is executed for the right contact, at the right time.
Frequently Asked Questions (FAQ)
Can I use a Flow for follow-up?
Yes, you can build a Flow to send messages with time delays. However, for a simple and linear follow-up cadence, a Sequence is the most direct and easy-to-configure tool, as it was specifically designed for this purpose.
Can a Sequence have conditions or branches?
A Sequence itself is linear (one message after another). Conditional logic (the "Rule") is applied either in the trigger that starts the Sequence (e.g., "enroll in the Sequence only if the contact has tag X") or in the stop condition (e.g., "remove from Sequence if the contact replies"). For complex logic during the journey, with multiple paths, a Flow is the appropriate tool.
Where do I configure "Rules"?
You won't find a module called "Rules." Instead, you configure them in the context where they are applied: within the Flow editor when adding a condition node, in the filters on the Contacts screen to create Segments, or when defining the triggers for an automation.
What's the difference between a Library Flow and one I create from scratch?
A Library Flow is a pre-built template for a common task (like a CSAT survey). It saves you time because the main structure is already ready. After installing a Flow from the library, it becomes a copy in your account, fully editable for you to customize messages and actions according to your needs.
Can I integrate a Flow with my company's CRM?
Yes. Papo's Flows have an action called "Send Webhook." With it, you can send contact data (such as name, phone, and responses) to any external system that accepts webhooks, such as your CRM, spreadsheets, or tools like Zapier and n8n, at the exact moment the contact reaches that stage in the flow.
Read also
- How to use the Flow Library to automate common tasks
- How to Use Custom Attributes to Segment Automations and Campaigns
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