WhatsApp Flows

WhatsApp Flows lets you embed an interactive form — booking requests, feedback surveys, lead qualification, and more — directly inside a WhatsApp message. When a customer completes the form, Caramel captures their responses and can trigger an automated journey.

Coming soon WhatsApp Flows requires an active WhatsApp channel. WhatsApp outbound messaging is not yet available for self-serve signup. Contact us to register your interest.

Plan WhatsApp Flows is included with the WhatsApp channel (Growth and above, or the WhatsApp Messaging add-on).

How it works

1. You build a WhatsApp Flow in Omnichannel → WhatsApp Flows (the WhatsApp Templates tab).
2. You author the invitation message (the WhatsApp message that opens the form) — header, body, and call-to-action button.
3. When a customer taps the button, the form opens natively inside WhatsApp on their device. No link, no browser.
4. On submission, Caramel captures every form field as a customer trait, and records a wa_flow_completed event.
5. A journey listening on that event can respond immediately — for example, sending a confirmation message or routing the lead to a team member.

Build a flow

1. Open Omnichannel → WhatsApp Templates.
2. Click Create Flow.
3. Design your form fields (text inputs, dropdowns, checkboxes).
4. Write the invitation message in the Invitation message editor: enter a Header, Body, CTA button label, and optional Footer.
5. Click Publish. Caramel submits the flow to Meta for review (typically 24–48 hours).
6. Once Meta approves the flow, it becomes available to include in journeys.

Trigger a journey from a flow completion

You can automate a follow-up for every completed form:

1. Open Omnichannel → Journeys and create a new journey.
2. Set the entry point to WhatsApp Flow completed.
3. Optionally filter to a specific flow if you have more than one.
4. Add message steps, delays, or segment splits as needed.
5. Activate the journey.

The journey fires for each customer who completes the flow and enters their responses as customer traits. You can branch on any form field — for example, split on whether the customer requested a morning or afternoon appointment.

Note Each WhatsApp Flow has one template wired to it automatically. You do not need to configure the template manually — Caramel generates and syncs it when you publish the flow.

Next steps

• WhatsApp channel — Set up the WhatsApp channel first.
• Journeys — Automate follow-ups after a flow completion.
• Segments — Segment customers by their form responses.