WhatsApp Flows is a Meta-native feature that lets businesses embed interactive, multi-screen forms directly inside a WhatsApp conversation. Instead of sending customers to a website or asking them to reply with numbered options, a Flow opens a rich UI — right inside WhatsApp — where they can fill in fields, make selections, pick dates, and submit responses without ever leaving the chat.
How Flows differ from regular messages #
Standard WhatsApp messages — even those with quick reply buttons — are linear. You send a message, the customer taps a button or types back, and you process their reply. This works for simple yes/no interactions but breaks down when you need to collect structured data (a name, a date, a product choice, a complaint description).
WhatsApp Flows solve this by rendering a native UI component inside the chat. The customer sees a “screen” with labelled input fields, dropdowns, or radio buttons. They fill it out and tap Submit. The completed data arrives at your webhook as a structured JSON object — no parsing of free-text replies required.
| Feature | Regular message | Quick reply buttons | WhatsApp Flow |
|---|---|---|---|
| Collect structured data | ❌ (free text only) | ⚠️ (limited options) | ✅ |
| Multi-step form | ❌ | ❌ | ✅ |
| Date / time picker | ❌ | ❌ | ✅ |
| Stays inside WhatsApp | ✅ | ✅ | ✅ |
| Response is structured JSON | ❌ | ⚠️ (payload only) | ✅ |
What a customer sees #
From the customer’s perspective, a Flow is triggered by tapping a button on a WhatsApp template message (labelled something like “Book Now”, “Get a Quote”, or “Track My Order”). Tapping that button opens a full-screen overlay — a native WhatsApp UI — with your form inside.
The overlay can have multiple screens. For example, a booking Flow might show:
- Screen 1: Select a service and preferred date
- Screen 2: Confirm name and phone number
- Screen 3: Confirmation summary + Submit button
When the customer submits, the overlay closes and they return to the chat. Baat can then send an automatic confirmation message based on the submitted data.
Requirements #
To use WhatsApp Flows with Baat, your account needs the following:
- WhatsApp Business API access — Baat operates on Meta’s Cloud API.
- A verified WhatsApp Business Account (WABA) — your business must be verified in Meta Business Manager.
- Flow created in Meta Business Manager — Baat will reference the
flow_idin your template. - An approved message template with a Flow button.
When to use WhatsApp Flows #
Flows are the right tool when you need to collect more than one piece of information from a customer in a single interaction. Use them when:
- You’re booking appointments and need date, time, service, and contact details
- You’re qualifying leads and want to capture budget, use case, and company size
- You’re handling support requests that require structured inputs (order number, issue type, description)
- You’re running a post-purchase survey with both rating and open-ended questions
- You’re onboarding new users and collecting preferences or consent
When not to use Flows #
Flows add complexity and require Meta template approval. Stick to regular messages or quick reply buttons when:
- You only need a yes/no or single-tap response
- The interaction is purely informational (order update, shipping confirmation)
- You need real-time back-and-forth conversation — Flows are form-based, not conversational
How Baat uses Flows #
Inside Baat, WhatsApp Flows can be attached to:
- Journey Builder automations — trigger a Flow as a step in any automated sequence
- Broadcast campaigns — send a Flow-enabled template to a segment of your customer list
- Manual messages — agents in the shared inbox can send a Flow template directly from a conversation
Flow response data (the submitted form fields) is available in Baat’s conversation view and can trigger the next step in a Journey.
