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WhatsApp Flows

WhatsApp Flows Landing Page

WhatsApp Flows enable you to collect structured input from customers using guided UI forms within the WhatsApp conversation. Instead of exchanging multiple back-and-forth text messages, Flows present users with an interactive, multi-step form that guides them through data entry with built-in validation and a polished user experience.

Overview​

What are WhatsApp Flows?​

WhatsApp Flows are interactive, form-based experiences that run directly inside WhatsApp. They allow you to:

  • Collect structured data through form fields (text input, dropdowns, radio buttons, checkboxes, date pickers)
  • Validate input in real-time before submission reaches your backend
  • Guide users through multi-screen journeys with branching logic and conditional navigation
  • Reduce conversation friction by replacing 10+ message exchanges with a single, intuitive form

When to Use Flows​

Flows are ideal when you need to:

  • Capture consistent, structured information for downstream automation (CRM, booking systems, ticketing)
  • Reduce data entry errors with built-in validation and constrained inputs
  • Improve user experience by providing a guided, mobile-optimized form interface
  • Automate multi-step processes like appointment booking, lead qualification, or feedback collection

Flows vs. Automation Builder​

Both tools help create interactive experiences, but serve different purposes:

FeatureWhatsApp Flows8x8 Automation Builder
Best forStructured form data collectionConversational workflows and branching logic
User ExperienceNative WhatsApp form UIText messages with buttons/lists
Data CollectionSingle submission with all fieldsMultiple message exchanges
ValidationBuilt-in field validationCustom logic via branches
IntegrationBoth UI and APIPortal-based (visual workflow builder)
Use Case ExampleAppointment booking form with date/time/service fieldsRestaurant reservation bot with menu selection and confirmation

Recommendation: Use Flows for data capture and Automation Builder for conversational workflows. You can combine both: use Automation Builder to trigger a Flow, then process the submission.

Common Use Cases​

IndustryUse CaseWhat Flows CollectNext Action
Retail & eCommerceProduct finder / preferencesSize, style, budget, categoryProduct recommendations
HealthcareAppointment schedulingLocation, specialty, preferred date/timeCreate booking
Financial ServicesAccount onboardingIdentity fields, consentTrigger KYC workflow
LogisticsDelivery reschedulingNew time window, address detailsUpdate delivery system
Customer SupportFeedback collectionNPS score, satisfaction ratings, commentsStore in CRM
Real EstateProperty inquiryLocation, budget, bedrooms, move-in dateAgent assignment
TravelBooking requestDestination, dates, travelers, preferencesCheck availability

Choosing Your Approach​

8x8 provides two ways to work with WhatsApp Flows:

Visual, no-code interface for creating and managing Flows through the 8x8 Connect portal.

Benefits:

  • No coding required
  • Live preview while building
  • Direct integration with Templates and Campaigns
  • Export Flow JSON for version control

Best for:

  • Business users and marketers
  • Quick prototyping and testing
  • Teams without developer resources
  • One-off campaigns and promotions

→ Get Started with UI Guide

API Integration (Advanced)​

Programmatic control for automation and CI/CD workflows.

Benefits:

  • Scriptable deployments
  • Version control friendly
  • Automated testing
  • Integration with existing DevOps pipelines

Best for:

  • Development teams
  • Large-scale deployments
  • Automated Flow management
  • Complex integration requirements

→ See API Reference

Before You Begin​

To implement WhatsApp Flows, you need:

  1. Active WhatsApp Channel in 8x8 Connect
  2. Webhook endpoint configured to receive Flow submissions (see WhatsApp Webhooks)
  3. For UI Approach: Access to 8x8 Connect portal
  4. For API Approach: Channel ID, Subaccount ID, and API Key

Note Flow submission data is delivered via webhooks as inbound messages. See WhatsApp Webhooks for webhook configuration.

How Flows Work​

Flow Lifecycle​

A typical Flow implementation follows this sequence:

1. Design       → Build Flow JSON definition (screens, fields, validation)
2. Create       → Upload Flow via 8x8 Connect UI or API
3. Preview      → Validate rendering and user experience
4. Publish      → Make Flow available for use in messages
5. Send         → Trigger Flow via Template or Interactive message
6. Submit       → User completes Flow; submission sent to webhook
7. Process      → Your system handles submission and responds

Key Concepts​

Screens: Individual pages within a Flow. Users navigate between screens using footer buttons.

Navigation Modes:

  • navigate: Opens the Flow to a specific screen, optionally passing data
  • data_exchange: (Advanced) Enables dynamic data fetching from your server during Flow interaction

Terminal Screens: The final screen of a Flow, marked with "terminal": true. When users complete this screen, their submission is sent to your webhook.

Flow JSON: The complete definition of your Flow's structure, validation rules, and navigation logic. Can be created visually or coded manually.

Integration with Conversation Windows​

Flows work within WhatsApp's conversation window rules:

  • Business-Initiated (Template with Flow button): Use to start new conversations or re-open closed windows
  • User-Initiated (Interactive Flow message): Use within the 24-hour customer service window

See Concepts & Fundamentals for complete conversation window rules.

Documentation Structure​

This documentation is organized into focused guides for different needs:

For Business Users & Marketers​

For Developers​

For Everyone​

Quick Start Guides​

Option 1: Build Your First Flow (UI)​

  1. Review Flow Examples to find a similar use case
  2. Copy the Flow JSON from the example
  3. Follow the UI Guide to create and publish
  4. Send to test users via Templates or Interactive messages
  5. Monitor submissions in the 8x8 Connect portal

Time: 15-30 minutes

Option 2: Integrate via API​

  1. Review API Reference for authentication and endpoints
  2. Create Flow programmatically with POST request
  3. Publish the Flow
  4. Configure webhook to receive submissions
  5. Send Flow via Template or Interactive message API

Time: 1-2 hours (including webhook setup)

Next Steps​

Choose your path based on your role and needs:

For Business Users: → Creating Flows with 8x8 Connect UI

For Developers: → Flow API Reference

For Everyone: → Flow Examples - See production-ready examples

Need Help with Components? → Flow Component Reference

Want Best Practices? → Best Practices & Governance

Additional Resources​