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WhatsApp Flows — Use Cases

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Table of Contents

WhatsApp Flows are versatile. Any situation where you need structured input from a customer — without breaking the conversation flow — is a candidate. Below are the most common use cases with recommended component configurations.

Appointment booking #

Collect all booking details in one interaction instead of a back-and-forth exchange.

Recommended screens:

  • Screen 1: Service selection (Dropdown or RadioButtonsGroup) + date picker (DatePicker)
  • Screen 2: Time slot selection (RadioButtonsGroup, optionally populated via data_exchange for real-time availability) + name and phone (TextInput)
  • Terminal screen: Summary text + Submit button

Trigger template text: “Hi {{name}}! Book your appointment in under a minute — tap below to pick your date and service.”

Tip: Use data_exchange on the date selection step to query your booking system for available slots before showing the time picker. This prevents customers from selecting unavailable times.

Lead qualification #

Qualify inbound leads from ads or landing pages automatically without involving an agent.

Recommended screens:

  • Screen 1: Name (TextInput) + company size (Dropdown) + industry (Dropdown)
  • Screen 2: Monthly budget range (RadioButtonsGroup) + use case description (TextArea)
  • Terminal screen: Contact preference (RadioButtonsGroup: WhatsApp / Call / Email) + Submit

After submission, use Journey Builder to score the lead and route high-value leads to a senior sales agent.

Return and replacement requests #

Replace long support conversations with a structured return form.

Recommended screens:

  • Screen 1: Order number (TextInput, type: number) + issue type (Dropdown: Wrong item / Damaged / Missing item / Quality issue)
  • Screen 2: Issue description (TextArea) + resolution preference (RadioButtonsGroup: Replacement / Refund / Store credit)
  • Terminal screen: Address confirmation (TextInput) + Submit
Note: WhatsApp Flows do not support file uploads (photo attachments). If you need photo evidence, ask the customer to send the photo as a regular WhatsApp message after submitting the Flow.

Customer satisfaction survey (NPS) #

Collect NPS and qualitative feedback automatically after a purchase or support resolution.

Recommended screens:

  • Screen 1: NPS score (RadioButtonsGroup with options 1–10, or a Dropdown)
  • Terminal screen: Open-ended feedback (TextArea: “What’s the main reason for your score?”) + Submit

Trigger this Flow 2 days after delivery using a Journey Builder step.

Product catalogue browsing #

Let customers browse products and shortlist items — all inside WhatsApp.

Recommended screens:

  • Screen 1: Category selection (RadioButtonsGroup or Dropdown)
  • Screen 2: Product selection (CheckboxGroup, populated dynamically via data_exchange based on selected category)
  • Terminal screen: Quantity and delivery preference + Submit

Event registration #

Handle RSVPs and registrations for webinars, in-store events, or product launches.

Recommended screens:

  • Screen 1: Name (TextInput) + email (TextInput, type: email) + session preference (Dropdown if multiple slots)
  • Terminal screen: T&C checkbox (CheckboxGroup) + Submit

After submission, Journey Builder sends a calendar invite or confirmation PDF via WhatsApp automatically.

Post-purchase upsell with preference capture #

After an order is delivered, send a Flow to capture product preferences for personalised recommendations.

Recommended screens:

  • Screen 1: Product rating (RadioButtonsGroup: ⭐ to ⭐⭐⭐⭐⭐) + “What did you love most?” (Dropdown)
  • Terminal screen: “Would you like more like this?” preference tags (CheckboxGroup) + Submit

The submitted tags feed into Baat’s contact profile and can be used to segment future broadcast campaigns.

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