Collect information with a Flow

A Flow is a small form that opens inside WhatsApp. The customer taps a button, a form slides up, they fill it in and it closes — no browser, no link, no leaving the chat.

You build a flow. Your customer fills in a form.

What it is good for

Booking — date, time, service, name.
Enquiry forms — better than "tell us what you need" free text you then have to chase.
Lead capture — a few structured fields instead of a conversation.
Feedback — a rating and a comment.
Registration — event sign-ups, callback requests.

Anything where you need the same handful of answers every time, and want them tidy rather than scattered through a chat.

Steps

Open Flows and click New flow.
Pick the WhatsApp number and give the flow a name (Contact us, Book a table).
Choose categories — how Meta classifies what the flow is for.
Build the steps. Each step has:
- a title shown at the top,
- a button label (Continue, or Submit on the last step),
- and its fields.
Add fields to each step. Each has a type, a label, optional helper text, and a required toggle.
Use the preview to walk through it exactly as a customer will.
Publish it.

Attaching it to a message

A published flow is not sent on its own. It hangs off a button on a template:

Create or edit a template — see Create and submit a template.
Add a button and choose your flow as its target.
Submit the template for approval as usual.

When the customer receives that message, tapping the button opens the form.

Reading responses

Open the flow from Flows to see its submissions, one row per customer, with every answer they gave. Because the fields are structured, the results are directly usable — no reading back through chat transcripts.

Designing one people finish

Keep it short. Every extra field loses people. Ask only what you will act on.
Split long forms across steps. Two screens of four fields beat one of eight.
Mark fields required only when they are. A required field someone cannot answer is where they abandon.
Write labels as questions. "When would you like to come in?" beats "Preferred date".
Preview it on a phone. It is a phone form.

If something goes wrong

The flow is not offered when building a template. It has to be published first, and it must belong to the same number as the template.
The button does nothing for the customer. Very old WhatsApp versions do not support flows. Keep a fallback — a phone number or a link — for the small number of people affected.
Responses are not appearing. Check the flow is published rather than draft, and that the message you sent uses the current version of the template.
You need to change a published flow. Edit and republish. Messages already delivered keep pointing at what was live when they were sent.