WhatsApp Flows
WhatsApp Flows let you build multi-step interactive experiences inside WhatsApp — for booking appointments, collecting information, running surveys, or guiding customers through a self-service process.
Requires the WhatsApp Business and CRM add-ons. Flow management requires Admin access.
What are WhatsApp Flows?
WhatsApp Flows are native interactive screens that open inside the WhatsApp app when a customer taps a button in a message. Unlike regular messages, Flows can contain forms, selections, and multi-step navigation — all without leaving WhatsApp.
Common use cases:
- Lead capture forms
- Appointment booking
- Customer feedback surveys
- Product selection and order intake
Creating a flow
- Go to Settings → WhatsApp → Flows.
- Click + New Flow.
- Enter a Flow Name and select the Sender ID it belongs to.
- Build the flow screens using the flow editor.
- Click Save.
Flow screens
A flow is made up of one or more screens. Each screen can contain:
| Element | Description |
|---|---|
| Text input | Single or multi-line text field |
| Dropdown / Select | Single choice from a list |
| Radio buttons | Single choice (inline) |
| Checkboxes | Multiple choice |
| Date picker | Date selection |
| Navigation button | Move to the next screen or submit |
Triggering a flow
Flows are triggered by sending a Flow Button to a contact. This can be done via:
- A WhatsApp Campaign using a template that includes a Flow button
- An Automation action triggered by a CRM event
- Manually from the WhatsApp Inbox conversation view
Viewing responses
Flow responses submitted by contacts are captured and linked to the contact record. View them from:
- The contact detail page → WhatsApp Flows tab
- The flow detail page → Responses
Tips
- Keep flows short — 2–4 screens is ideal. Customers drop off on long flows.
- Always include a clear Call to Action button on the final screen (e.g. "Submit", "Book Now").
- Test the flow on your own WhatsApp number before sending to customers.