WhatsApp Flows

WhatsApp Flows are forms your customers fill in without leaving WhatsApp — appointment bookings, lead forms, surveys and more. You’ll find them under WhatsApp Flows in the Admin Panel.

Create a flow

1. Click New Flow.
2. Enter a Flow name and pick at least one category.
3. Build the form in the Form Builder, or edit the Flow JSON directly. Load starter template gives you a working example to start from.
4. Click Save flow. New flows are saved as Draft.

If a flow has problems, it shows how many validation errors it has — open Edit to see and fix them.

Publish

Click Publish to make a draft available to customers. To retire a published flow, click Deprecate.

Sync Flows imports flows that already exist in your WhatsApp Business account. You can also search and filter flows by status, drag them to reorder, copy a flow’s ID and Preview it.

Send a flow automatically

Click Auto-send on a flow to send it whenever a customer’s message contains one of its trigger words — to new and existing customers alike.

• Send automatically — turns the trigger on.
• Trigger words — one per line, or separated by commas. Matching isn’t case-sensitive, punctuation is ignored, and a one-letter typo in a longer word (like bookng) still matches. A phrase matches when all of its words appear together, in order.
• Message sent with the form and Button text — up to 30 characters for the button.
• Thank-you message — optionally sent after the form is submitted, whether it was sent automatically or by an agent. Leave it empty to use the default.

When a trigger word matches, the form is sent instead of the AI’s reply to that message.

Responses

Click Responses to see every submission: when it arrived, who sent it and each answer, with a link to open the chat. Submissions also appear in the customer’s conversation in the Team Inbox.