{"section":"tutorials","requestedLocale":"en","requestedSlug":"using-active-triggering-of-flows","locale":"en","slug":"using-active-triggering-of-flows","path":"docs/en/tutorials/vtex-cx-platform/live-desk/using-active-triggering-of-flows.md","branch":"main","content":"Active flow triggering allows agents to start conversations with contacts or contact groups from Live Desk. This feature is useful for active communications, such as notifications, confirmations, or follow-ups, and can use message templates approved by WhatsApp when the conversation starts through that channel.\n\nThis article covers how to:\n\n- [Enable an existing flow to be sent from Live Desk](#enabling-an-existing-flow-to-be-sent-from-live-desk)\n- [Create a flow for sending message templates](#creating-a-flow-for-sending-message-templates)\n- [Enable flow triggering in Live Desk](#enabling-flow-triggering-in-live-desk)\n- [Trigger a flow](#triggering-a-flow)\n\n## Enabling an existing flow to be sent from Live Desk\n\nFor a flow to appear as a messaging option in Live Desk, it must have the `chats` label. Apply this label to the flows that agents will be able to trigger during a support chat:\n\n1. Access your organization in the [VTEX CX Platform](https://dash.weni.ai/orgs) dashboard.\n2. In the side menu, click **Automation flow**.\n3. Check the checkbox next to the desired flow.\n4. Click the **Label** tab and then click `New label`.\n5. In **Name**, enter `chats`.\n6. Click `Create`.\n\n> ℹ️ If the `chats` label already exists, select the desired flow, click the **Label** tab, and check the `chats` checkbox.\n\n## Creating a flow for sending message templates\n\nOnly users with admin, moderator, or collaborator permissions can create flows. When creating a flow for outbound triggering, include a messaging block and select an approved message template to start the conversation on WhatsApp.\n\nBefore configuring the flow, confirm that the message template has been registered and approved by WhatsApp. For more information, see [WhatsApp: How to create template messages](https://help.vtex.com/docs/tutorials/whatsapp-how-to-create-template-messages).\n\n1. Access your organization in the [VTEX CX Platform dashboard](https://dash.weni.ai/orgs).\n2. In the side menu, click the **Automation flow** icon.\n3. Click `Create flow`.\n4. Complete the Name and Flow type fields and, if needed, the keywords for global triggers.\n5. Click `Create`.\n6. To create a block, click the `Create block` button.\n7. Enter the information required for your block.\n8. Click `Confirm`.\n9. Continue creating as many blocks as needed based on the characteristics of the flow you want to make available in the store.\n\n## Enabling flow triggering in Live Desk\n\nIn addition to enabling the flow with the `chats` label, you need to enable flow triggering in the Live Desk department. This setting defines which departments can use the feature.\n\n1. Access your organization in the [VTEX CX Platform](https://dash.weni.ai/orgs) dashboard.\n2. In the side menu, click **Settings**.\n3. Click **Live Desk**.\n4. Click the **Sectors** tab.\n\n> ℹ️ If there are no departments configured in Live Desk yet, click `New sector` and fill in the requested information on the **New sector** page.\n\n5. In the desired department, click the actions button <i class=\"fas fa-ellipsis-v\" aria-hidden=\"true\"></i>.\n6. Click `Edit`.\n7. In **Additional options**, enable the **Triggering message templates** option.\n8. Click `Save`.\n\n## Triggering a flow\n\nAfter the flow is enabled and the department allows outbound triggers, agents can select contacts and submit the flow through Live Desk:\n\n1. Go to your organization in the [VTEX CX Platform](https://dash.weni.ai/orgs) dashboard.\n2. In the side menu, click **Live Desk**.\n3. Click `View options`.\n4. Click `Flows`.\n5. Check the boxes for the contacts you want to trigger the flow for.\n6. Click `Continue`.\n7. In **Select flow**, choose the desired flow.\n8. Click `Send`.\n\nThe selected contacts will receive the flow. When a contact replies, the conversation will become available as a support chat in Live Desk."}