WhatsApp Forms
WhatsApp Forms open inside a WhatsApp chat, so customers can book, sign up or answer questions without leaving the conversation. Meta calls them WhatsApp Flows.
Forms are on the Growth plan and above. They’re in Labs while they settle: a workspace owner or admin switches them on under Settings → Labs. Once on, forms live under Chatbots → Forms.
Build a form
Section titled “Build a form”- Choose New form, and start from a template (lead capture, customer feedback, appointment booking, order status, support ticket, customer survey) or a blank form.
- Choose the WhatsApp number it belongs to and a category.
- Add screens, and on each screen the components:
| Component | |
|---|---|
| Heading, body text | Text the customer reads |
| Text input | Short answers; text, email, phone, number or password |
| Text area | Longer answers |
| Dropdown, radio buttons | Choose one option |
| Checkbox group | Choose several options |
| Date picker | A date |
| Opt-in toggle | Agree to something, such as marketing |
Every field needs a name, unique across the form, such as first_name. The preview shows the form as it appears on a phone.
- Under Field mapping, match fields to contact fields. Answers to mapped fields update the contact, or create one.
Save sends the form to WhatsApp as a draft. Preview opens it on your phone. If WhatsApp finds a problem, the editor lists what to fix.
Publish
Section titled “Publish”Choose Publish. A published form can’t be edited; to change it, Duplicate it, edit the copy and publish that, then Retire the old one.
Send a form
Section titled “Send a form”| From | How |
|---|---|
| The inbox | Send form in a conversation. |
| A chatbot | The WhatsApp Form step. Later steps use the answers as {{flow.field_name}}, and you can add steps to run if it isn’t completed within a number of hours. |
| A template | A template with a Form button. This is the only way to send a form more than 24 hours after the customer’s last message. |
| The API | POST /api/v1/conversations/{id}/send-flow. See the API reference. |
Inside the 24-hour window, a form goes out as an interactive message with a button. Outside it, choose an approved template carrying the form’s button.
Answers
Section titled “Answers”When a customer submits a form:
- the answers appear in the conversation, field by field, under Completed and the form’s name,
- mapped answers update the contact,
- a chatbot waiting on the form carries on, and
- the form’s Responses tab lists every submission.
Answers are recorded once, even if WhatsApp reports them more than once.