WhatsApp Flows Complete Guide for 2025

WhatsApp Flows are interactive, form-like experiences designed to help businesses engage with users directly inside the WhatsApp chat. Think of them as modern web forms, but instead of opening a browser, users complete tasks across multiple, user-friendly screens—without ever leaving the app.

This guide explains what WhatsApp Flows are, how they work, key benefits, business use cases, and how you can start using them, either with WhatsApp Manager or through a platform like Sanoflow.

What Are WhatsApp Flows?

WhatsApp Flows are structured, multi-step forms or workflows that allow businesses to collect information, guide users, and create seamless experiences within WhatsApp chats. Instead of a single text message, a Flow can involve multiple screens, dropdowns, buttons, and inputs—like a digital form that feels native to the chat.

These are ideal for:

• Lead capture
• Appointment booking
• Surveys and feedback
• Event registration
• Product selection

To understand the foundation for using Flows, read more about how the WhatsApp Business API works.

Businesses must have a verified WhatsApp Business Account, a high-quality rating, and an approved display name to use Flows. This is required by Meta.

• Interactive Elements: Includes buttons, lists, dropdown menus, text input fields, date pickers, and toggle switches. These allow businesses to design user interfaces that effectively guide customers through predefined paths and capture necessary information accurately.

• Multi-Screen Workflows: Enables the construction of sophisticated, multi-screen processes, breaking down complex tasks into manageable steps. Navigation can be linear or conditional, adapting to user inputs. This prevents user overwhelm and improves task completion.

• Data Exchange: WhatsApp Flows can establish secure connections with external endpoints, such as business servers or third-party platforms, facilitating real-time data exchange. This allows for dynamic and contextually relevant experiences with personalized information.

• Integration with Message Templates: WhatsApp Flows are typically initiated through pre-approved message templates containing call-to-action buttons that launch the Flow. This ensures compliance with WhatsApp's policies for business-initiated outreach.

• Flow Builder Interface: WhatsApp provides an intuitive and user-friendly, no-code Flow Builder within the WhatsApp Manager platform. This visual tool allows users without coding experience to design, build, and manage interactive workflows easily using drag-and-drop functionality.

• Flows JSON: For more intricate requirements and greater customization, workflows can also be built and managed by directly manipulating the underlying JSON (JavaScript Object Notation) format. This offers granular control and enables advanced functionalities and integrations.

WhatsApp Flows Use Cases

WhatsApp Flows opens up a wide range of possibilities for businesses:

• Lead Generation: Capture essential contact information and qualify leads through interactive forms within the chat. This can lead to higher lead capture rates and improved lead quality.
• Appointment Booking and Reminders: Streamline the scheduling process by allowing customers to check availability and book appointments directly within WhatsApp. Automated reminders can also be implemented.
• Account Management: Enable customers to access key account information, update personal details, and manage settings conveniently within WhatsApp.
• Surveys and Feedback Collection: Gather valuable customer feedback through engaging and accessible interactive surveys. This can lead to higher response rates and more actionable insights.
• Customer Support and Service: Provide instant answers to FAQs, guide users through troubleshooting, offer access to knowledge bases, and seamlessly connect customers with live agents when needed. 
• E-commerce Transactions: Create interactive product catalogues, allow customers to browse and add items to a cart, and potentially complete purchases directly within the WhatsApp chat.

Read a full overview of the WhatsApp Business Marketing Guide

WhatsApp Flow Components

Flows can include:

• Buttons
• Dropdowns
• Input fields
• Date pickers
• Toggles
• Lists

They can be designed using WhatsApp’s no-code Flow Builder, or built manually with JSON for advanced customization.

How to Create WhatsApp Flows

Option 1: WhatsApp Manager

1. Go to WhatsApp Manager > Account Tools > Flows
2. Click “Create Flow”
3. Add name, category, and a triggering message template
4. Use drag-and-drop Flow Builder or paste Flow JSON
5. Preview and test
6. Click Publish to make it live

Note: Once published, Flows cannot be edited. Clone to make updates.

Creating and Managing WhatsApp Flows

Creating and managing Flows involves several key steps:

• Prerequisites: Businesses need a verified WhatsApp Business account and access to the WhatsApp Business API. Familiarity with WhatsApp Manager and a thorough understanding of the WhatsApp Business Messaging Policy are also essential.
• Creating Flows using WhatsApp Manager: Access the Flows Builder within WhatsApp Manager. Initiate creation by naming the Flow and selecting a relevant category. Utilise the drag-and-drop builder or the JSON editor to design the workflow and add interactive elements. Configure navigation and implement conditional logic as needed.
• Connecting Flows to Endpoints (Optional): For dynamic Flows requiring real-time data, businesses can configure a dedicated server to handle data requests between WhatsApp and external systems.
• Testing Flows: Thoroughly test and preview the entire interactive experience within the Flow Builder across various devices and network conditions before deployment.
• Publishing Flows: Once testing is complete and a high level of confidence is achieved, publish the Flow within WhatsApp Manager to make it live. Published Flows cannot be directly edited; cloning is recommended for updates.
• Managing Flows: WhatsApp Manager provides tools to monitor the real-time status of Flows, track key performance indicators (KPIs) like engagement and completion rates, and gain insights into user interactions.

Benefits of Implementing WhatsApp Flows

Implementing WhatsApp Flows offers significant advantages for both businesses and customers:

For Businesses:

• Improved Customer Engagement
• Increased Conversion Rates
• Efficient and Accurate Data Collection
• Enhanced Customer Support through automation and self-service
• Streamlined Operations by automating routine tasks
• Personalized Experiences tailored to individual customer data
• Scalability to handle a large volume of interactions

For Customers:

• Convenience of completing tasks within the familiar WhatsApp environment
• User-Friendly Interface with interactive elements and guided workflows
• Faster Task Completion due to streamlined processes
• Personalized Interactions based on their individual needs
• 24/7 Availability of support and information

Limitations and Important Considerations

While powerful, WhatsApp Flows has certain limitations and requires careful consideration:

• Reliance on WhatsApp Business API: Flows are exclusively available through the API.
• Template Approval Requirement: Business-initiated Flows require pre-approved message templates.
• Limited Functionality Compared to Native Apps: May not offer the full spectrum of features of dedicated apps.
• Potential Complexity for Advanced Use Cases: Intricate workflows may require technical expertise.
• Data Privacy and Security: Compliance with data privacy regulations is crucial.
• Flow Token Expiration: Temporary tokens have a limited lifespan that needs management.
• Latency Considerations: Connections to external endpoints can introduce latency.
• Restrictions on Components and Screens: Limits exist on the number of elements and screens within a Flow.
• No Payment Processing (Currently): Direct payment processing is not natively supported in all regions.
• Potential for "Bot Fatigue": Poorly designed Flows can lead to user frustration.

WhatsApp Flows Recommendations

WhatsApp Flows offers a transformative opportunity for businesses to enhance customer engagement, streamline operations, and drive growth. To effectively leverage its potential, businesses should:

• Clearly define objectives and identify suitable use cases.
• Prioritise user-friendly and intuitive workflow design.
• Strategically leverage personalisation and dynamic content.
• Seamlessly integrate Flows with existing business tools and platforms like CRM, e-commerce, and marketing automation systems.
• Implement a rigorous testing process and continuously monitor performance.
• Stay informed about the latest features and guidelines from Meta.

Option 2: Sanoflow Flow Builder

Sanoflow provides an easy-to-use Flow Builder with no coding required. It's faster and integrates with tools like Shopify, Salesforce, HubSpot, and more. It also supports multi-agent collaboration, automation triggers, and CRM syncing.

Example use cases with Sanoflow:

• Automated marketing campaigns: Send discount flows based on purchase history
• Sales reminders: Re-engage abandoned carts with a custom Flow
• Customer support: Triage issues via structured questions
• Operational updates: Send auto-confirmations and sync data with CRM

Learn more about how to build with Sanoflow.

Explore Click-to-WhatsApp Ads to promote your Flows, and learn more about setting up the WhatsApp Business API.