WhatsApp Flows
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When you want to send interactive forms to customers so they can fill them out and follow a predefined flow, you can use the WhatsApp Flows feature. This feature helps you optimize communication and speed up the customer service process. To create a WhatsApp Flow, you can click the 'Add Response' button and select 'WhatsApp Flows'.
A pop-up to Attach WhatsApp Flows will appear, as shown below.
Explanation Component:
Title
The main title that appears in the WhatsApp message when the flow is sent to the customer.
Body
The main content of the message that explains the purpose of the flow and provides guidance to the customer.
Flows ID
The ID from Meta Business Suite used to connect a previously created WhatsApp Flow.
Flows CTA
This is text that will displayed on the form button to customers.
Flows Action
A field to define the action for data exchange that will be sent to Meta.
Note:
data_exchange = Indicates the data from flows will be sent to Meta for each step form.
navigate = No data exchange occurs because the page has been predefined from the beginning, as defined in the flow screen ID.
Flows Screen ID
An Screen ID that directs customers straight to the Flows step after clicking the CTA button.
Note: Required if using native within Flows Action.
Fallback Message
This is the message that will be sent to the customer if the WhatsApp Flow cannot be executed.
For example, if you want to create a WhatsApp Flow for order confirmation, after the customer clicks the 'Confirm Order' button, they will be directed to the order details page.
You can click the 'Attach WhatsApp Flows' button to set it as a Question Response.
