WhatsApp Flows: Turn Chats Into Sign-ups, Bookings and Reviews

Most businesses lose people at exactly the wrong moment. A customer is chatting with you on WhatsApp, interested and right there, and then you send them a link to a form on another website. They tap it, a browser opens, it loads slowly, they get distracted, and you never hear back. Every hop out of the conversation is a place to lose them.

WhatsApp Flows fix that. A Flow is a small, guided form that opens inside the WhatsApp chat: the customer taps one button, fills in a few fields and taps send, without ever leaving the conversation. No link, no browser, no drop-off. WhatsTeam has them built in, so you create them, send them and read the answers in the same inbox your team already uses. No extra tools, no code.

One note on names. WhatsApp Flows is the name Meta (the company behind WhatsApp) gives them. In WhatsTeam you'll find them as WhatsApp Forms. It's the same thing.

Below is what a form is, what you can use one for, and exactly how it works in WhatsTeam.

What is a WhatsApp Flow?

A WhatsApp Flow is a short form, with one or more screens, that runs inside a WhatsApp chat. Instead of a long back and forth ("What's your name? ... And your email? ... What date works?"), you send one message with a button. The customer taps it and gets a clean, app-like screen with real form fields:

• Short or long text: a name, an address, notes
• An email, a phone number or a number
• One choice or several from a list, which also works for a quick rating
• A date
• A box to tick to accept your terms
• Several steps, one screen after another

They fill it in, tap send, and the answers come straight back to you, neatly organised question by question. Not a messy transcript you have to read and type up again. It's the difference between asking for information and collecting it.

Because it all happens inside WhatsApp, there's nothing to install, no page to load and no reason for the customer to wander off.

What can you use WhatsApp Flows for?

This is where it gets useful. A WhatsApp form is basically "a form your customer will actually finish." A few of the most valuable uses:

• Sign-ups and registrations. Event registration, waiting lists, newsletter sign-ups: capture the details in the chat instead of sending people to a web page.
• Leads. Qualify a possible customer right where they showed interest: budget, what they need it for, company size, timing. Your sales team gets a tidy lead instead of a half-finished conversation.
• Appointments and deliveries. Let customers pick a service, a day and a time inside the chat. Salons, clinics, restaurants, home services and delivery businesses all work this way.
• Delivery and customer details. Address, preferred time, order notes, reference numbers, gathered on one tidy screen instead of five separate messages.
• Reviews, feedback and surveys. Send a quick rating and a comment after a purchase or a support chat. People are more likely to answer when they never have to leave the chat.
• Orders and quotes. Product, quantity, options, notes: take an order or a quote request without a phone call.

The pattern is always the same. Whenever you'd normally send a link to a form, send a WhatsApp form instead. Fewer steps for the customer means fewer people giving up halfway.

Two limits to know. A form can't ask for photos or files, and it doesn't see your calendar: the customer picks the day and time they prefer, and you confirm it. If you need a photo, or the slot they chose isn't free, that takes one more message in the chat.

What a form looks like to your customer

From the customer's side it feels effortless. They get a normal-looking message with a button, something like "Give feedback" or "Book now." They tap it and a form slides up over the chat, one screen at a time, with the questions you chose. They answer with a few taps and a little typing, tap continue, and they're done. It all stays inside WhatsApp, on the phone they already have open.

That's the whole reason forms work better than links: no switching apps, no login, no waiting for a page. The customer is already in the chat, so the form comes to them.

One thing to tell customers if they get stuck: forms open in the WhatsApp app on the phone, not in WhatsApp Web or on a computer.

How to create a WhatsApp form in WhatsTeam

You build a form once, inside WhatsTeam, then reuse it as often as you like. The account owner or an admin creates forms, and your agents can send them.

1. In your dashboard, click your WhatsApp number, then WhatsApp Forms.
2. Click Create from a ready form.
3. Pick the one closest to what you need: Capture leads, Book an appointment, Satisfaction survey, Take an order, Request a quote, Event registration, Support request or Customer details. Or start from a Blank form.
4. Choose the form's language and give it a name. The phone on the right shows exactly what your customer will see.
5. Click Create form.

Then make it yours. Click a question to change its wording, make it required or optional, or edit the options of a list. Add questions, split a long form into steps (each step is one screen), and drag questions to change their order. The phone preview updates as you type. Click Save changes when you're done, then Publish. A published form is ready to send.

Once a form is published, Meta doesn't let anyone change it. To make a change, click Duplicate, edit the copy and publish it. Then click Retire on the old one so nobody sends it by mistake.

You only do this once per form. A feedback survey or a booking form is built a single time, then sent to as many customers as you like.

How to send a form from a chat

Once a form is published, sending it from your WhatsTeam inbox takes seconds:

1. Open the chat with your customer.
2. Click the attachment button and choose Send form.
3. Pick the form you want from your published forms.
4. Write the message (the text the customer reads above the button) and the button label (for example "Book now"), and choose the step the form opens on. A preview shows exactly how it will look.
5. Click Send form.

The customer gets it as an interactive message and can fill in the form on the spot.

You can also send a form without lifting a finger. In Automatic replies, open your welcome or away reply and tick Send as a WhatsApp Form. A new customer who writes at midnight gets the booking form straight away, and your team reads the answers in the morning.

Where the answers land

When the customer sends the form, their answers come straight back into the conversation in WhatsTeam, like any other message, so your team sees them in the inbox. You see every question with the answer they gave: the rating, the date they picked, the details they typed.

The answers are also kept in two more places:

• The form's Responses tab. One row per customer, with the date and each answer. Pick a period and click Export CSV to open them in Excel or bring them into your CRM (customer database). At the top you see how many forms were sent and how many were completed.
• The contact. The answers are added to your customer's contact details.

No copying from a chat, no typing it all up again. The information arrives organised and ready to use.

What you need to use WhatsApp Flows

Forms run on WhatsApp's official platform, so two things need to be in place:

• A WhatsApp Business API number connected to WhatsTeam. Every WhatsTeam number runs on the official WhatsApp Business API, so once your number is connected, you're covered. New to it? The WhatsApp Business API setup guide walks you through it.
• A business verified by Meta. Meta only lets verified businesses send forms. This is a one-time check called Meta Business Verification, done in Meta Business Manager (your company's Meta account). You don't need to check it yourself: if your business isn't verified yet, the WhatsApp Forms page shows a yellow notice with a link to do it.

Both are one-time steps. Once your number is connected and your business is verified, forms are ready to use in every chat.

One thing to know: the 24-hour window

Forms go out as a reply, so you send them inside an open conversation: within 24 hours of the customer's last message. That's the natural moment anyway. Someone asks about booking, you send the booking form. A support chat wraps up, you send the feedback form.

If you want to start a conversation with a form, or the customer last wrote more than a day ago, WhatsApp asks you to use a template: a message Meta approves before you send it. In WhatsTeam you create a template with a WhatsApp Form button that opens your form. Meta usually approves it within 24 hours. After that you can send it from a chat, or to many customers at once in a campaign.

Frequently asked questions

Do customers need to install anything to use a form? No. Forms run inside WhatsApp. The customer taps a button and the form opens right there: nothing to download, no page to load.

What kind of questions can a form ask? Short and long text, email, phone number, number, date, one or several options from a list, and a box to accept your terms, over one or several steps. That covers sign-ups, bookings, orders, surveys and lead forms.

Where do the answers go? Straight back into the chat in WhatsTeam, into the form's Responses tab (which you can export as a CSV file) and into the customer's contact details.

Can I reuse the same form? Yes. Build it once and send it to as many customers as you like. To change it after publishing, duplicate it, edit the copy and publish that one.

When can I send a form? Within 24 hours of the customer's last message. To open a new conversation with a form, use a template with a WhatsApp Form button.

Does WhatsTeam charge extra for forms? No. Meta charges the message that carries the form like any other message your business sends, at its own rates. The answers your customer sends back are free.

Is a WhatsApp Form the same as a WhatsApp Flow? Yes. WhatsApp Flows is Meta's name for these forms.

Start collecting answers inside the chat

Forms take what you already do, talking to customers on WhatsApp, and let you collect sign-ups, bookings, orders and reviews without sending anyone away. With WhatsTeam it all happens in one place: create a form, send it from your inbox and read the answers as they arrive. Less friction, more finished forms, cleaner data.

Start your free WhatsTeam trial and create your first form. The WhatsApp Forms guide in the help center covers every setting, and the pricing page shows what each plan includes. Forms come with every WhatsTeam plan: they are not the Flows chatbot builder listed on that page.