WhatsApp Flows
Multi-step interactive forms inside a WhatsApp chat, for collecting structured data like appointments, addresses, or KYC details.
Last updated: 2026-05-03
Definition
WhatsApp Flows are interactive, multi-screen forms that businesses can embed inside a WhatsApp conversation. They appear as a single CTA in the chat that opens a structured UI with text inputs, date pickers, dropdowns, radio buttons, and confirmation screens — ideal for collecting structured data without bouncing the customer to an external website. Common Flow patterns include appointment booking, KYC document capture, address capture for delivery, lead qualification, and survey collection. Flow definitions are JSON, version-controlled, and submitted to Meta for review like templates.
How it applies in India
Indian businesses use WhatsApp Flows for healthcare appointment booking (replacing Calendly bouncebacks), banking KYC (pre-screening for account opening), real-estate site-visit scheduling, and education admissions intake. WatEase ships a Flows builder with pre-validated India templates including PAN/Aadhaar input formats and pincode lookup.
Frequently asked questions
Are WhatsApp Flows free or charged?
Sending a Flow consumes one conversation at the relevant category rate (Utility for transactional Flows like appointment booking; Marketing for promotional). The Flow surface itself adds no extra charge.
Can Flows store data in my own database?
Yes. Flow submissions are POSTed to a webhook endpoint you control. WatEase exposes a built-in handler that maps Flow responses to its CRM contact records.
Related terms
- WhatsApp Business APIA programmatic interface from Meta that lets businesses send and receive WhatsApp messages at scale through a third-party platform.
- WhatsApp Template MessageA pre-approved message format that a business can send to a customer outside the 24-hour service window — required for any business-initiated conversation.
- Click-to-WhatsApp AdsFacebook and Instagram ads that open a WhatsApp chat with the advertised business when clicked, instead of a website.
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