WhatsApp is everywhere nowadays. It’s being used for casual chats, business, and marketing. WhatsApp marketing has become so much popular now that it is outperforming traditional marketing methods like cold calling or email marketing, with businesses of all sizes using it as a gateway for customer communication and marketing. To make this more simpler recently WhatsApp has launched a new feature called WhatsApp Flow.
WhatsApp Flow, in simple terms, is a feature within the WhatsApp Business platform that allows businesses to create structured and guided interactions with users through chat. It serves as a pathway for businesses to design and manage specific workflows or conversations, simplifying interactions with customers on the familiar WhatsApp’s chat screen.
In business conversations, gathering customer data can be a hassle. Previously, we introduced a ground-breaking feature in BotSailor called “User Input Flow." Which can be used for customer data collection.
But now, thanks to WhatsApp Flow, we have developed a more efficient and reliable way of collecting customer data. We are calling it the “WhatsApp Flow Form”.
Forms are essential in business operations for data collection, lead generation, process optimization, enhanced customer interaction, brand promotion, and cost-effective information collection.
Forms make it easy for systematic data collection, enabling efficient decision-making and analytics.
In this blog, we are going to learn about how to set-up a WhatsApp Flow Form and real life use cases of this feature.
Watch the video instructions on how to create WhatsApp Flow (Form) to collect data with a fully functioning chatbot.
WhatsApp Flow is a tool that allows you to make interactive, engaging and step by step chat experiences in WhatsApp chat boxes for your customers. Basically this feature is very useful for scenarios where you need to collect customer information quickly using forms. It provides a customizable form builder which you can use to make various types of forms by simply drag and drop elements.
In BotSailor, our expert developers took this feature to the next level by simplifying it and making it more easy to use for our subscribers.
Thanks to this feature, appointment booking, feedback collection, lead generation and making other similar forms are easier than it was ever before.
Now It allows for easy collection of customer information, confirmations, and reminders, and integrates with content recommendation flows to drive conversions.
You can design and customize WhatsApp Forms that customers can fill in for specific scenarios such as lead generation, appointment booking, or product recommendations directly in WhatsApp chat screen.
After creating the form you can integrate it with your customer support chatbot in Whatsapp and automate lead generation, appointment booking etc. You can also send Whatsapp forms in real time in live chat while talking to a customer.
For example, suppose you convinced a customer to purchase your product or service then you can just select a whatsapp form to collect customer data and send it to your customers WhatsApp chat window. This eliminates the need for customers to visit your external website, keeping them engaged and making the ordering process smoother.
Potential of this feature is huge in any online business. Here are some the use case among many:
Using the WhatsApp Flow you can set appointment booking forms in your chatbot, your customer can then easily fill up those forms and send it to you without ever needing to go to an external website or calling you on the phone.
Suppose you run a restaurant, thanks to this feature your customer can now just ask for a time date and your chatbot will send them the appointment form directly in the chat screen.
They can just fill in the form and confirm their table with just one click without ever needing to call you or coming to your restaurant. You can also use WhatsApp Flow Form to take customers information for home delivery orders or take out orders.
By using the WhatsApp Flow businesses can easily collect customer feedback using the forms. With this feature you can easily collect and save your customers' responses, whether they are satisfied or dissatisfied with your service.
After your customer dines at your restaurant or takes home delivery and receives the food, you can collect their food experience through forms using WhatsApp Flow. You can get info on whether the food was tasty or not. If they have any suggestions or not. Did they receive the food on time or not?
In any business keeping your customer satisfied with your service is the key to success. And in order to keep them happy you need to listen to their needs, listen to what they want, what they are looking for. With WhatsApp Flows you can easily find out what your customers need using WhatsApp Form. Just make a form and send it to your customers, then analyze what they have to say and figure out how you can do better that's it!
Product review is very important for an online business. Before buying anything online, the first thing we do is to look for other people's opinion or reviews regarding that product. After making sure that product has a good review then we hit the Buy Now button. So getting product reviews is very important.
Same goes for restaurant business also. Customers will visit more when they hear good things about your restaurant. So using the WhatsApp Flow you can easily collect valuable customer reviews, including ratings and short comments about specific dishes.
Market research can be much easier now thanks to WhatsApp Flow. Suppose you want to bring a new item to your restaurant menu. With the help of WhatsApp Flow you can now easily broadcast a WhatsApp from asking customers about their opinion on that matter and also collect any additional suggestion if they had regarding that item.
Later you can analyse that data to decide whether you should bring that item to your menu or not. No more guessing if your customers will like it or not, you'll have data-driven calculated insights to guide your choices.
In BotSailor, we have simplified the WhatsApp Flow feature and given a straight-forward approach. By using the BotSailors WhatsApp Flow Form, customers can get many benefits. The key benefits for businesses are:
Improved Customer Engagement: The WhatsApp forms within BotSailor enable easy collection of customer information, preferences, and feedback, resulting in higher response rates and more meaningful customer interactions.
Simplified Data Collection: You can create customized forms with various fields to gather customer data systematically for more efficient lead generation and sales processes.
Enhanced Marketing & Branding: By integrating forms into WhatsApp chat flows, businesses can run targeted campaigns to promote their brand, products and offers to drive conversions.
Automated Follow-Ups: After submitting forms, customers can automatically receive customized messages or recommendations through pre-configured chatbot flows improving satisfaction.
Analytics & Insights: Detailed analytics on form response rates, submitted data, and user engagement metrics inform better marketing strategies and customer targeting.
Setting up a WhatsApp Form is very easy here how you can do it in few steps:
If you have already created a form using WhatsApp business API you can synchronize those forms with your BotSailor Account by simply clicking on “Sync” button.
FLOW NAME: In flow name you have to give a unique name for your flow. So whenever you create a new Flow Form keep in mind that all flow name should be unique.
FLOW CATEGORIES: Select which type of form you want to create from this category. Click on this option and a drop-down menu will appear showing you many options.
SCREEN UNIQUE NAME: Here give an unique name without any space. Be careful when you write because keeping space between words will cause error.
FORM TITLE: Give a title of your WhatsApp Flow.
REPLY SENT AFTER FORM SUBMIT: This option is for setting a reply that will be sent after your customer submit the form.
Clicking on this option will open a drop-down menu, where you can select any pre-made bot reply or you can also create a new bot reply as you wish form “Add” button.
If you choose to create a new bot reply remember to click on “refresh” button to refresh the drop-down menu list.
SELECT HTTP API: This option lets you select a HTTP API connection. Clicking on this option will open a drop down menu full of all your HTTP API connections that you have already made. Just select one and you are good to go.
Incase you don't know about HTTP API connection in BotSailor read these blogs to learn more:
BotSailor External HTTP API Integration Guide
How to Integrate WordPress with WhatsApp via BotSailor's API
After selecting a bot reply and HTTP API, we have to structure the form elements. We all have filled many forms during our lifetimes due to education or business purposes. What does a form contain?
Some basic questions, checkboxes, fill in the gaps, right? Here's the same case as well.
In this part, we will structure the form by dragging elements one by one on the empty board. But first let me explain what each of these elements mean.
Heading: Drag this option into the empty box to write the heading of your form. This heading will be shown at the top of your form.
“Move your mouse pointer to the right of each element, and you will find the Delete, Edit, Copy, Move Higher, and Move Lower options in order.”
Double-click on the element to open the editing option, or you can also select the editing option by moving the mouse pointer to the right of the element.
You can see an input field here named label. In the label, write the main title of your form. This will be shown on the top of your form, acting as the title of your form that your customers will see when they open the form.
Save data to Custom Field: Although you can check customers data from WhatsApp Flow analytics, you can also choose a custom field for each form element. After you drag an element and open it there will be a drop down menu called Custom Field at the end. Select it and you can see a bunch of custom fields. You can choose one or you can also create a new custom field from the subscriber manager and choose it from here.
Text Field: Dragging this option will let you input text. Double-click on the text field to edit. Checkmark the required option in the edit option, and the client will be prompted to fill it up. You can use it to ask general questions here.
Text Area: Text Area is a versatile option that allows users to input and display large amounts of text content. It provides a spacious and expandable field where users can freely type or paste their desired information. This feature is particularly useful when gathering extensive data, such as feedback, comments, or descriptions, as it eliminates the need for multiple input fields and ensures a seamless user experience.
Checkbox Group: It is used to allow customers to select multiple options from a list.
Radio Group: It is used to allow users to select single option from a list.
The date field can be used to collect date-related data from a customer, and finally, adding the submit button lets you collect all the data your customer provided in the form to save in your database. Here’s an example form to help you understand how it works.
Now save the Flow, and you will be back to WhatsApp Flow page.
Add Webhook: Click on this option to use the webhook. A webhook is a way for an application to provide real-time data to another application. By clicking on this option, you can configure the webhook settings and establish a connection between the two applications, enabling seamless data transfer and communication.
Report Data: To check the analytics or customer data that you gathered you can check it here.
Download Data: Click on this option to download all the data that you collected from the WhatsApp Flow Form.
Preview Flow: You can see the final look of your form in real time in this option.
Publish: You can publish your form by clicking this option. And use it in your bot.
And Finally, you can edit and delete the form also by clicking these options.
So in order to move forward, we must publish the form first. So click on publish option.
Now your WhatsApp Flow Form is good to go. When your customers message you to your WhatsApp account by trigger word, your bot will automatically reply and start a conversation with them.
Now you can check the customer data analytics or download data from Report Data and Download Data form WhatsApp Flow Page.
Sefamerve is a leading women's fashion retailer based in Turkey, who sells muslim womens clothes and accessories. They partnered with Meta to provide better customer experiences on WhatsApp. By using WhatsApp Flow, they developed new, made flows for account creation, product search, and add-to-cart, simplifying the shopping process.
This innovative approach resulted in a significant 158% increase in conversion and a 2.6x boost in revenue compared to their previous chatbot experience. With 80,000 products now available for purchase directly within WhatsApp, Sefamerve has successfully created a seamless and engaging shopping journey for their customers.
Lenovo is a global tech giant, maybe you are already using one of their laptops to read this blog right now. Their Indonesian brunch wanted to simplify appointment scheduling for their customers.
By using WhatsApp Flow, they created a seamless self-service experience where customers could book, reschedule, or cancel appointments directly within WhatsApp chat screen. This creative approach led them to significant improvements such as conversion rates for appointment bookings increased by 8.2 times compared to their website, customer engagement on WhatsApp raised by 44.5%, and customer satisfaction scores also rose, earning industry recognition.
This partnership between Lenovo and Meta showcases the power of WhatsApp Flow in revolutionizing customer service and driving business growth.
In summary, BotSailor's WhatsApp Flow forms enable more impactful customer interactions, simplified data collection, personalized messaging, and data-driven decision-making for superior business growth on WhatsApp. These features make BotSailor's WhatsApp Flow a valuable tool for businesses looking to enhance their customer engagement.
Read About: WhatsApp Webhook Workflow can change the way you do business
Elements include headings, text fields, text areas, checkbox groups, radio groups, date fields, and submit buttons.
Once you've designed your form, you can save it and then publish it within BotSailor.
Generally, In BotSailor you'll need to connect the "WhatsApp Flow" component with any other component in the bot flow of your visual flow builder.
You can view and download the data from the "Report Data" and "Download Data" options within the WhatsApp Flow page.
No, there's no additional cost for WhatsApp Flow when you are using it in BotSailor.
After publishing a flow form you can test the WhatsApp Flow using the preview option in BotSailor.
You can easily add a WhatsApp Flow component in your chatbot flow and your customers can receive it while talking to your chatbot or you can also send it directly to customers whatsapp from live chat in BotSailor.
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