WhatsApp Flows allows businesses to send guided, form-like experiences directly inside WhatsApp chats. Customers complete interactive workflows—such as surveys, lead capture forms, and feedback collections—without typing free-text responses or leaving the app.
Creating & Publishing a WhatsApp Flow
To create a WhatsApp flow, follow these steps:
From your profile avatar, click on Settings
Choose WhatsApp Flows
Click Create Flow from the top of the page
Choose from pre-built templates designed for survey use cases, including CSAT Feedback, NPS (Net Promoter Score), Purchase Reviews, and Product Feedback and click Use Flow
Assign a name, select the language (Arabic or English), and click Publish Flow
Once published, you will be able to use it within the WhatsApp template of the corresponding automation.
Note: Custom flow building is not currently available. You can only choose predefined flows.
WhatsApp Flow Lifecycle & Statuses
Just like the WhatsApp templates, WhatsApp flows have specific statuses determined by Meta. You can check your WhatsApp flow statuses directly from your BusinessChat account, by navigating to WhatsApp Flows from Settings, and locating the flow by name. The flow statuses include the following:
Draft: The initial creation state. Drafts cannot be sent or attached to messages.
Published: The flow is active and available to attach to WhatsApp template messages across the platform.
Throttled / Blocked: Statuses applied by Meta due to rate limits, policy integrity issues, or naming conflicts.
Deprecated: Applied automatically by Meta to outdated flow versions.
Core Flow Architecture & Components
A flow consists of structured screens connected through defined navigation logic:
Screen Structure: Every flow requires at least one screen, and at least one screen must serve as a Terminal (Final) Screen to handle submissions.
Supported Components: Headings, subheadings, body text, single-line inputs (Text, Number, Email, Phone), multi-line text areas, checkbox groups, radio buttons, dropdowns, date pickers, opt-in checkboxes, and secure (https://) embedded links.
Interactive Flow Button: Inside the WhatsApp Template Builder, select the interactive button type Run a WhatsApp Flow. Each template supports one fixed Flow button.
Response Handling: Completed submissions arrive in the Inbox as flow-response messages, and response data automatically populates real-time reporting dashboards.
Webhook Survey Automations Using Flows
You can now trigger interactive survey flows automatically from external webhook events (such as order fulfillment or completed support tickets). BusinessChat offers four specialized webhook survey automations:
Automation Type | Rating / Input Structure | Reporting & Automated Handling |
Collect CSAT Feedback | Great, Okay, Poor | Response breakdown & score-based action routing |
Collect NPS Feedback | 0 to 10 Scale | Categorized into Promoters (9–10), Passives (7–8), & Detractors (0–6) |
Collect Purchase Reviews | 1 to 5 Star Rating | Average star score & trend reporting |
Collect Product Feedback | 3-Option Selection | Option breakdown & open-text feedback tracking |
Replies are automatically grouped based on score bands (e.g., Detractors vs. Promoters), allowing you to configure custom follow-up actions, team assignments, or conversation closures per tier.
Flows Rules, and Limits
WhatsApp flows technical limits include:
Flow Names: Names must be unique; only one live flow per name is permitted.
Character Constraints: Headings (~80 chars), Short Labels (~20 chars), Long Labels (~30 chars), Captions/Opt-ins/Links (~200 chars), and Body Text (~400 chars).