How to choose which channels and numbers the flow responds to
In the chatbot flow's start block, select the channels and WhatsApp numbers where it should respond.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
A chatbot flow starts out applying to all channels. If the company has more than one WhatsApp number, or also serves customers through Instagram and website chat, you can have a separate flow for each one: just select, in the start block, where that flow responds.
Where to find it in Cognizy
Before you start
- Have a flow created in Serve › Chatbot and at least one channel connected.
- The list of WhatsApp numbers only appears when the company has more than one number connected.
- Only the owner and administrators can edit flows.
Step by step
- Step 1:
In , open the flow. The first block is the Start: it shows where the flow responds. Double-click it.
- Step 2:
In Channels, select the channels where this flow responds. If none are selected, it applies to all of them.
- Step 3:
In WhatsApp numbers, select the numbers served by this flow. If none are selected, it applies to any number. This is how you have a different flow for each number.
- Step 4:
Click Save, in the block panel, and then Save flow, at the top of the screen, to save your selection.
How to know it worked
The Start block will show the channels or the number of selected numbers instead of All channels. New conversations from those channels will enter this flow; conversations from the others will go to the other flows or to the AI.
If something goes wrong
The numbers list is empty.
No WhatsApp is connected. Connect it in Settings › Channels › WhatsApp and return to the flow.
Two flows apply to the same number.
The oldest active flow that accepts that number applies. To avoid confusion, select each number in only one flow.
The flow does not respond in the selected channel.
Check whether the flow is active in the flows list and whether the company's service mode uses flows (Flows + AI or Flows only), in Settings › AI.
Next step
Activate the flow in the flows list so it can start responding.
Sign in with your Cognizy account to save your progress.
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