WhatsApp forms

Updated

Where: Settings > Messaging > WhatsApp forms

What it is for: Forms that open inside WhatsApp (WhatsApp Flows). The customer fills them without leaving the chat, and their answers come back into the conversation. An answer to a question tied to a contact field is saved on the customer.

Who can open it: Users with the "Manage WhatsApp numbers" permission. Anyone who can reply in a WhatsApp conversation can send a published form.

How to make a WhatsApp form

  1. Go to Settings > Messaging > WhatsApp forms and click "New form". A form made in WhatsApp Manager can be brought in with "Sync from Meta" instead.
  2. Choose the WhatsApp number in "On the WhatsApp number", and type a "Form name (for you)", the "Title the customer sees" and the "Send button".
  3. Under "Questions", type each "Question (20 letters)" and choose its kind: "Short answer", "Email", "Phone number", "Number", "Long answer", "Dropdown", "One of several" or "Date". For a dropdown or "One of several", type the "Choices, comma between".
    A WhatsApp form's questions: the question, its kind, Required and "Save the answer in"
  4. Tick "Required" if it must be answered, and choose a contact field in "Save the answer in" to keep the answer on the customer (see "Settings > Team and customers > Contact fields"). "Add a question" adds the next one; up to 20.
  5. Click Save. The form is published to Meta. If Meta refuses it, you see "Meta did not accept this:" and the reason.

Each form shows its status. An unpublished form is dimmed. To change a published form, edit it in WhatsApp Manager, then click "Sync from Meta".

How to send a form in a conversation

  1. In a WhatsApp conversation, click the paperclip and choose "Send a form".
    The paperclip menu: "Send a form"
  2. Pick the form, type the "Button (20 letters)" the customer taps (empty means "Open the form"), and an optional "Message (optional)".
  3. Click "Send". The conversation shows the form you sent. When the customer submits it, their answers arrive as a message, one "Question: answer" line each.

A form can be sent only inside the 24-hour window, and only a form published on the number the conversation is on. If none is, you see "No published forms yet. Make one in Setup › WhatsApp forms."