Introduction

Did you know WhatsApp helps connect over 50 million businesses with their customers? It’s not just for chatting with friends anymore; businesses use it to talk to customers, especially when it’s hectic, like during holidays.

At the forefront of this evolution is ‘WhatsApp Flows,’ a recent innovation in WhatsApp Business designed to enhance customer interactions even further. Before this, we had chatbots on WhatsApp that handled chats without needing a person. Now, with WhatsApp Flows, things are even better.

WhatsApp Flows and chatbots form a dynamic duo, enabling businesses to offer customers more natural and effective conversations. It not only elevates customer satisfaction but also drives superior business outcomes. This blog post will explore how companies can use the combined power of WhatsApp Flows and chatbots.

What Are WhatsApp Flows?

WhatsApp Flows is a remarkable feature that empowers brands to create various interaction flows within WhatsApp itself. Customers can complete tasks more efficiently without being redirected to external links, often resulting in customer drop-offs. For example, it can be frustrating if a customer receives an exciting offer, but the sign-up link takes them to a problematic external page.

Now, brands can build in-app-like forms for actions such as sign-ups, appointment bookings, and surveys directly on WhatsApp. Moreover, WhatsApp Flows offers a revolutionary approach to managing the customer journey, impacting everything from initial lead generation to the final purchase and follow-up services. It provides endless possibilities for brands to enhance customer satisfaction and engagement.

Moreover, WhatsApp Flows offers brands a versatile tool to enhance customer experiences across the entire consumer journey. It facilitates lead generation through Click-to-Chat Ads, an alternative to static lead generation forms on websites.

In the coming sections, we will delve deeper into the versatile applications of WhatsApp Flows, exploring innovative ways it can revolutionize customer interaction and brand loyalty.

Use Cases of WhatsApp Flows

WhatsApp, a widely used messaging platform, has expanded its capabilities beyond simple text messaging. With the advent of WhatsApp Flow, businesses can harness this platform for various use cases, enhancing customer engagement and streamlining operations. Let’s explore these use cases in detail:

Shop Directly through WhatsApp

Imagine you’re interested in buying a new pair of sneakers. Through WhatsApp Flows, you can effortlessly check if your desired style is available in your size and preferred color.
This feature is not just limited to sneakers; whether it’s inquiring about the availability of a product for delivery or customizing a car online to see its price, WhatsApp Flows makes these tasks more straightforward and efficient.

Also, this streamlined approach effectively bridges the gap between showing interest in a product and making the final purchase decision. The image below is of a brand using WhatsApp for its product sales.

By enabling customers to stay on one platform throughout their shopping journey, WhatsApp Flows enhances the possibility of a sale. It’s about making the process as smooth as possible, reducing the need for customers to switch between different platforms, which can often be a deterrent.

Moreover, with WhatsApp progressively introducing its payment system in various countries, the scope of convenience is expanding. Imagine being able to select, customize, and pay for a product or service all within the same app. This integration could revolutionize how we think about online shopping and transactions, offering a complete, end-to-end service that caters to modern customers’ needs.

Marketing & Newsletter Content Selection

Consider this: Your subscribers have unique preferences and interests. By using WhatsApp Flows, you can give them the choice to select exactly what type of content they receive. For instance, some might be interested in hearing about new product launches, while others might be looking for special deals. This personalization level ensures you deliver content that resonates with each subscriber, making your communications more effective and engaging.

Moreover, you can let your subscribers decide how frequently they want to receive updates from you. Depending on their preferences, it could range from daily updates to weekly digests. It’s about giving them control over the conversation, which can lead to a more meaningful and valued interaction.

Efficient Appointment Scheduling

Every day, 200 million users reach out to a company on WhatsApp Business globally. So, often, the first touch point you have with a customer is them reaching out to you with a question. “Are you open on Monday?” “Can I schedule an appointment two weeks in advance?” “When is your next available date for a service visit?”

Instead of just providing a straightforward answer, WhatsApp flow can guide the customer to take the next step – like booking an appointment, all within the same WhatsApp conversation.

It is a valuable feature for many businesses, from scheduling test drives, booking a beauty treatment appointment, and setting up an apartment visit. This functionality adds depth to customer interactions, turning inquiries into actions seamlessly. Have a look at the below image.

Booking a Service

Apart from setting up appointments, it lets people book various services. Think about grabbing a table at your favorite restaurant, picking a seat for your next flight, or even getting bus or train tickets – all this can be done through WhatsApp.

What’s impressive is how popular this feature is becoming. Not only people in the big cities but also people in smaller towns find it helpful. Also, it’s bridging the gap and making services more accessible to everyone.

Plus, there’s this remarkable aspect of language flexibility. WhatsApp Flows can handle chats in different languages. It is helpful for businesses aiming to reach a broader audience. Whether customers chat in English, Spanish, or any other language, they can get the help they need in the most comfortable language. It’s all about making things more personal and accessible for everyone.

Event Sign Up

If you’re planning an event and want to spread the word on WhatsApp, you’ll love WhatsApp Flows. It’s a fantastic tool to help people sign up for your event in a snap. And it’s convenient for online events. You can use Flows later to double-check everyone’s details or to send out those essential login details.

The best part? All of this can be done right on WhatsApp. It makes the whole sign-up process easy and convenient, making more people likely to jump on board. After all, who doesn’t like getting things done with just a few taps on their phone?

Users Login without Visiting the Website

With WhatsApp Flows, an outstanding feature is changing how we access services online. Instead of going through the usual steps – opening a web browser, typing in a URL, waiting for the site to load, and logging in – users can bypass all that. Moreover, they can use WhatsApp to log in directly to various services. It’s like having a shortcut to your favorite online spots right in your chat window.

This method is convenient, especially for services that you use frequently. Think about how much time you spend logging into different websites daily. Now, imagine cutting that down to just a quick message on WhatsApp. Not only does it save time, but it’s also a lot more straightforward. No more remembering different website addresses or dealing with slow-loading pages.

Businesses can provide their customers with a smoother, more streamlined experience. By making the login process as easy as sending a message, they will likely see more engagement and usage. It’s a win-win situation – users get easier access, and businesses get more active users.
Moreover, this feature can be a big help for people who are not tech-savvy or find the usual login processes cumbersome. It makes the digital world a bit more accessible and user-friendly.

Travel Booking

Travel booking through WhatsApp Flow is an incredibly convenient feature for anyone looking to plan a trip. Imagine being able to arrange your entire journey – flights, hotels, car rentals – right from your WhatsApp chat.

This feature is like having a travel agent on your phone.You can send a message asking about available flights to your destination, and WhatsApp Flow can guide you through the booking process.

It could show you different options, let you choose your flight, and even help you select your seat. The same goes for hotels and car rentals. It’s all integrated into one seamless conversation.

Also, this method of booking travel is not just about convenience; it’s also about personalization. You can ask questions, make specific requests, and get recommendations like talking to a human agent. Plus, since it’s all happening in WhatsApp, you can do it anytime, anywhere – at home, at work, or on the go.

This WhatsApp feature is helpful for people who find traditional travel booking websites overwhelming or time-consuming. It simplifies the whole process, making travel planning less of a chore and more of an exciting part of the journey.

Integration of Whatsapp Flows with Chatbot

Integrating WhatsApp flows with a chatbot is a way to create rich and interactive customer journeys on WhatsApp. WhatsApp flows are flexible and customizable components attached to message templates or built using WhatsApp Flows Builder. Chatbot is a software application that can simulate human conversation and provide relevant information or solutions to customers.

WhatsApp Flows and WhatsApp Chatbot together allow businesses to create customized and automated conversations with their customers on WhatsApp. Let’s see how the combination of WhatsApp flows and WhatsApp chatbots together enhances the customer experience.

Shop Directly through WhatsApp

Using WhatsApp Flow integrated with a WhatsApp chatbot has revolutionized the shopping experience, making it significantly more accessible and efficient. Imagine you’re looking for a new pair of running shoes. When you start messaging a business on WhatsApp, the chatbot initiates the conversation by inquiring about your specific needs.

“Are you looking for running shoes?” it might ask. Once you confirm, the chatbot, through WhatsApp Flow, guides you through a structured interaction. It presents a series of choices based on your preferences – size, color, style. As you respond, the chatbot efficiently narrows the options, offering a selection tailored just for you, complete with detailed information like price and availability.

For instance, it could say, “We have the SpeedRunner shoes in blue, size 10, at $120. Would you like to see more details or place an order?” This seamless flow ensures that the conversation remains focused, helping you decide efficiently.

Once you select a product, the chatbot transitions to assisting you in completing the purchase. It facilitates the entire process – from placing the order to confirming payment and arranging delivery details, all within the WhatsApp platform. It not only saves time but also creates a personalized shopping experience.

Marketing & Newsletter Content Selection

Integrating WhatsApp Flows with a WhatsApp chatbot for marketing and newsletter content selection offers subscribers a personalized and interactive experience.

Initially, subscribers interact with the chatbot to select their content preferences, such as product updates or special deals, and decide on the frequency of updates, from daily to monthly. The chatbot then automates the delivery of content based on these preferences, ensuring subscribers receive relevant information at their chosen intervals.

This integration streamlines the content delivery process and enhances subscriber engagement by allowing them to control what they receive and when. Additionally, the system collects data on preferences and interactions, providing valuable insights for optimizing future communications and keeping the content aligned with subscriber interests.

Booking a Service

Regarding booking services like restaurant tables, flight seats, or transportation tickets, WhatsApp Flow and a chatbot collaborate to offer a seamless and accessible experience.

WhatsApp Flow begins the process by guiding users through an interactive menu to choose the service they need. Then, the chatbot steps in, asking for specific details like time, date, and preferences, ensuring the booking process is thorough yet straightforward.

A significant advantage of this system is its language flexibility; the chatbot can converse in multiple languages, making the service accessible and personalized for a diverse user base in big cities and smaller towns. Moreover, this integration simplifies the booking process and broadens accessibility, making it easier for everyone to use these services through the familiar WhatsApp platform.

Event Sign Up

For event sign-ups, the integration of WhatsApp Flow and a chatbot provides a streamlined and user-friendly process. When an event is announced on WhatsApp, interested attendees engage with the

WhatsApp Flow guides them through a simple sign-up process. Then, the chatbot, seamlessly integrated into this flow, interacts with attendees for more specific details, such as collecting email addresses or preferences. This process ensures a quick and hassle-free registration directly within WhatsApp, greatly enhancing convenience and encouraging more people to participate.

The chatbot can also be used for follow-ups, reminders, or significant event details like login information for online events. It makes the entire event sign-up and management efficient and accessible for everyone involved.

Travel Booking

Using WhatsApp Flow and a chatbot for travel booking transforms arranging trips into a seamless and interactive experience, all within your WhatsApp chat. When you message about your travel plans, WhatsApp Flow activates to navigate you through various choices, including flights, accommodations, and car rentals.

The integrated chatbot assists further by providing detailed options, allowing you to customize each aspect of your journey, such as flight timings, hotel preferences, and car rental selections.

This approach offers the convenience of planning your travel from anywhere, at any time, directly on your phone. It reflects the experience of having a personal travel agent in your pocket, making travel booking not just more manageable and more accessible but also tailored to your specific preferences, enhancing the overall experience of organizing a trip.

How to Create Whatsapp Flow

A WhatsApp Flow is a structured interaction consisting of messages and user inputs, which can be customized with rich media, quick replies, and buttons. To use WhatsApp Flows, businesses need to have a WhatsApp Business account, a Meta App, and a phone number verified by WhatsApp.

Creating Flow

You don’t need to write any code to create Flows. You can create the flow easily in message template creation

Moreover, you can add various elements to your Flows, such as text, buttons, images, lists, or forms. You can also connect these elements with transitions, which specify the rules and actions when the user interacts with your messages.

Here are the steps to create flow using a message template

• Go to the Message Templates page and click on the Create button
• Choose the form under the category of marketing
• Give your template a name, choose the language, and click continue.
• Enter the text in the Body, Add button text, and choose the type of form from the list.
• Then, click on Create.
• Edit the content and tap on save.
• Then, submit the template.

After successfully creating and attaching a Flow to a Message Template using this user-friendly UI, you can send it to users.

Conclusion

In our discussion, we delved into WhatsApp’s new feature, WhatsApp flow, its use cases, and more. Let’s recap the key points.

• WhatsApp Flows and chatbots revolutionize customer service, offering seamless, efficient, and personalized interactions directly within WhatsApp.
• From shopping and appointment scheduling to event sign-ups and travel bookings, WhatsApp Flows cater to a wide range of business needs, improving accessibility and user experience.
• The integration of WhatsApp Flows and chatbots streamlines various processes like product purchases, content delivery, and service bookings, offering convenience and efficiency.
• This integration offers an end-to-end service from initial inquiry to final transaction, enhancing customer satisfaction and loyalty.
• Creating WhatsApp Flows is straightforward, requiring no coding skills, and can be done using a message template, making it accessible for businesses of all sizes.

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