WhatsApp Flows
WhatsApp Flows is the Business Platform feature that lets you build structured interactive experiences inside the chat: screens with form fields, selections, dates and summaries, without leaving WhatsApp. It is used to digitize processes such as bookings, lead generation, surveys and support requests, collecting structured data instead of free text scattered through the conversation.
A flow consists of one or more screens defined in a declarative format with components such as text fields, dropdown menus, date pickers, consent checkboxes and buttons. It attaches to an interactive message or a template: the user taps the button, fills in the screens and submits; the business receives the data in structured form via webhook, ready for CRMs or management systems, with validation and conditional logic between screens.
The most common use cases: appointment booking with date and time selection, lead qualification with progressive questions, feedback and NPS collection, delivery details updates. Compared to a link to an external form, in-chat completion reduces drop-offs because the user never switches context. Flows follow the platform's normal rules: inside the customer service window or attached to approved templates.
SendApp works on the Cloud API's interactive messages and brings data collection into the conversation with the AI agent, for example for bookings and contact qualification on Official.
Frequently asked questions
From theory to practice
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