WhatsApp Flow Usage

1. Introduction to WhatsApp Flows

WhatsApp Flows is a method of building structured, interactive messages for business communication. With Flows, businesses can define, configure, and customize messages with rich interactions, providing customers with a more structured way of engagement.

WhatsApp Flows (also called WhatsApp Forms) make it easy for customers to complete tasks directly in WhatsApp. When paired with marketing campaigns, Flows enhance customer satisfaction by offering richer experiences, which can boost conversion rates and improve outcomes.

2. Use Cases for WhatsApp Flows

• Promotions & Rewards (“Sign Up”)
  Instead of sending plain text offering a 10% discount for sign-ups, Flows allow you to provide an interactive and seamless sign-up experience.

• Customer Service Feedback (“Contact Us”)
  With Flows, customers can quickly fill out feedback forms, receive case numbers, and get quick responses—all within the same WhatsApp conversation. Forms are also a great way to run customer surveys for segmentation.

• Reservations (“Book Now”)
  Making phone reservations feels outdated. With Flows, customers can easily book tables or appointments within WhatsApp, receiving a form immediately after messaging “Can I book a table?”—all in one app, without delays.

• Products & Subscriptions (“Get a Quote”)
  Customers can fill out a “Get a Quote” flow, answer a few questions, and instantly receive a personalized real-time price based on their needs.

3. Using WhatsApp Flows

3.1 Creating WhatsApp Flows (Forms)

1. Log in to NXLink: https://nxlink.nxcloud.com/admin/#/login

2. Go to Notifications → Templates → WhatsApp Flow.

3. Create a new WhatsApp form (supports Graphical View and Code View).

4. Save and publish the form to start using it.

3.2 Sending WhatsApp Flows

WhatsApp forms are displayed as controls and must be embedded in a button to be triggered. Common sending methods:

• Template Sending

  • When creating a template, select Flows Button.

  • Once the template is approved, it can be sent in 1:1 chats or broadcast campaigns.

• Interactive Message Sending

  • In auto-reply workflows, choose Interactive Message.

  • For the button type, select Flows Button.

3.3 Viewing Flows Messages

Go to the chat conversation to see the form details and customer responses.

3.4 Viewing Flows Data

After a customer submits a form, go to WhatsApp Forms to view submission data.

• Data can be exported for further analysis.