WhatsApp Flows — Use Cases

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.