Professional Services Flow Examples

Service Appointment Booking

Service Appointment Booking Flow

Business Value: Reduce scheduling phone calls by 60%, capture structured service requests with property details, enable skill-based technician routing, and improve first-time fix rates.

Scenario: A customer needs a plumbing, electrical, or HVAC service. Instead of making multiple phone calls, they complete a WhatsApp Flow that collects service type, property details, problem description with photo upload, and preferred appointment times. The system automatically routes to qualified technicians based on service type and availability.

Tools Used: Flow Configuration API + Messaging API + Scheduling system integration

Step 1: Create the Flow

Click to view **Flow JSON Definition**

This Flow collects service request details, property information, and appointment preferences across 4 screens.

Endpoint: POST https://chatapps.8x8.com/config/v1/channels/whatsapp/{channelId}/flows

{
  "name": "Service Appointment Booking",
  "categories": ["OTHER"],
  "flowJson": "{\"version\":\"7.2\",\"routing_model\":{\"SERVICE_TYPE\":[\"PROPERTY_INFO\"],\"PROPERTY_INFO\":[\"PROBLEM_DETAILS\"],\"PROBLEM_DETAILS\":[\"SCHEDULE\"],\"SCHEDULE\":[]},\"screens\":[{\"id\":\"SERVICE_TYPE\",\"title\":\"Service Request\",\"layout\":{\"type\":\"SingleColumnLayout\",\"children\":[{\"type\":\"TextHeading\",\"text\":\"What service do you need?\"},{\"type\":\"TextBody\",\"text\":\"Select the type of service you require. Our technicians are available 7 days a week.\"},{\"type\":\"Form\",\"name\":\"service_form\",\"children\":[{\"type\":\"RadioButtonsGroup\",\"name\":\"service_type\",\"label\":\"Service Type\",\"required\":true,\"data-source\":[{\"id\":\"plumbing\",\"title\":\"Plumbing\"},{\"id\":\"electrical\",\"title\":\"Electrical\"},{\"id\":\"hvac\",\"title\":\"HVAC/Heating\"},{\"id\":\"appliance\",\"title\":\"Appliance Repair\"}]},{\"type\":\"RadioButtonsGroup\",\"name\":\"urgency\",\"label\":\"Urgency Level\",\"required\":true,\"data-source\":[{\"id\":\"emergency\",\"title\":\"Emergency (Same Day)\",\"description\":\"Water leak, no power, no heat\"},{\"id\":\"urgent\",\"title\":\"Urgent (1-2 days)\",\"description\":\"Issue needs quick attention\"},{\"id\":\"standard\",\"title\":\"Standard (3-5 days)\",\"description\":\"Routine maintenance or non-urgent\"}]},{\"type\":\"Footer\",\"label\":\"Continue\",\"on-click-action\":{\"name\":\"navigate\",\"next\":{\"type\":\"screen\",\"name\":\"PROPERTY_INFO\"},\"payload\":{\"service_type\":\"${form.service_type}\",\"urgency\":\"${form.urgency}\"}}}]}]}},{\"id\":\"PROPERTY_INFO\",\"title\":\"Property Details\",\"data\":{\"service_type\":{\"type\":\"string\",\"__example__\":\"plumbing\"},\"urgency\":{\"type\":\"string\",\"__example__\":\"urgent\"}},\"layout\":{\"type\":\"SingleColumnLayout\",\"children\":[{\"type\":\"TextHeading\",\"text\":\"Tell us about your property\"},{\"type\":\"Form\",\"name\":\"property_form\",\"children\":[{\"type\":\"TextInput\",\"name\":\"street_address\",\"label\":\"Street Address\",\"input-type\":\"text\",\"required\":true,\"helper-text\":\"Where should the technician visit?\"},{\"type\":\"TextInput\",\"name\":\"apt_unit\",\"label\":\"Apt/Unit Number\",\"input-type\":\"text\",\"required\":false},{\"type\":\"TextInput\",\"name\":\"city\",\"label\":\"City\",\"input-type\":\"text\",\"required\":true},{\"type\":\"TextInput\",\"name\":\"postal_code\",\"label\":\"ZIP/Postal Code\",\"input-type\":\"text\",\"required\":true},{\"type\":\"RadioButtonsGroup\",\"name\":\"property_type\",\"label\":\"Property Type\",\"required\":true,\"data-source\":[{\"id\":\"residential\",\"title\":\"Residential Home\"},{\"id\":\"apartment\",\"title\":\"Apartment/Condo\"},{\"id\":\"commercial\",\"title\":\"Commercial Property\"}]},{\"type\":\"Footer\",\"label\":\"Continue\",\"on-click-action\":{\"name\":\"navigate\",\"next\":{\"type\":\"screen\",\"name\":\"PROBLEM_DETAILS\"},\"payload\":{\"service_type\":\"${data.service_type}\",\"urgency\":\"${data.urgency}\",\"street_address\":\"${form.street_address}\",\"apt_unit\":\"${form.apt_unit}\",\"city\":\"${form.city}\",\"postal_code\":\"${form.postal_code}\",\"property_type\":\"${form.property_type}\"}}}]}]}},{\"id\":\"PROBLEM_DETAILS\",\"title\":\"Problem Description\",\"data\":{\"service_type\":{\"type\":\"string\",\"__example__\":\"plumbing\"},\"urgency\":{\"type\":\"string\",\"__example__\":\"urgent\"},\"street_address\":{\"type\":\"string\",\"__example__\":\"123 Main St\"},\"apt_unit\":{\"type\":\"string\",\"__example__\":\"4B\"},\"city\":{\"type\":\"string\",\"__example__\":\"San Jose\"},\"postal_code\":{\"type\":\"string\",\"__example__\":\"95110\"},\"property_type\":{\"type\":\"string\",\"__example__\":\"apartment\"}},\"layout\":{\"type\":\"SingleColumnLayout\",\"children\":[{\"type\":\"TextHeading\",\"text\":\"Describe the problem\"},{\"type\":\"TextBody\",\"text\":\"The more details you provide, the better we can prepare.\"},{\"type\":\"Form\",\"name\":\"problem_form\",\"children\":[{\"type\":\"TextArea\",\"name\":\"problem_description\",\"label\":\"What's the issue?\",\"required\":true,\"max-length\":500,\"helper-text\":\"Be specific about symptoms, location, when it started\"},{\"type\":\"PhotoPicker\",\"name\":\"problem_photo\",\"label\":\"Upload Photo (Optional)\",\"description\":\"A photo helps our technicians prepare\",\"required\":false},{\"type\":\"CheckboxGroup\",\"name\":\"access_requirements\",\"label\":\"Special Access Requirements\",\"required\":false,\"data-source\":[{\"id\":\"building_code\",\"title\":\"Building/Gate Code Required\"},{\"id\":\"contact_first\",\"title\":\"Call Before Arrival\"},{\"id\":\"pets\",\"title\":\"Pets On-Site\"}]},{\"type\":\"Footer\",\"label\":\"Continue\",\"on-click-action\":{\"name\":\"navigate\",\"next\":{\"type\":\"screen\",\"name\":\"SCHEDULE\"},\"payload\":{\"service_type\":\"${data.service_type}\",\"urgency\":\"${data.urgency}\",\"street_address\":\"${data.street_address}\",\"apt_unit\":\"${data.apt_unit}\",\"city\":\"${data.city}\",\"postal_code\":\"${data.postal_code}\",\"property_type\":\"${data.property_type}\",\"problem_description\":\"${form.problem_description}\",\"problem_photo\":\"${form.problem_photo}\",\"access_requirements\":\"${form.access_requirements}\"}}}]}]}},{\"id\":\"SCHEDULE\",\"title\":\"Schedule Appointment\",\"terminal\":true,\"data\":{\"service_type\":{\"type\":\"string\",\"__example__\":\"plumbing\"},\"urgency\":{\"type\":\"string\",\"__example__\":\"urgent\"},\"street_address\":{\"type\":\"string\",\"__example__\":\"123 Main St\"},\"apt_unit\":{\"type\":\"string\",\"__example__\":\"4B\"},\"city\":{\"type\":\"string\",\"__example__\":\"San Jose\"},\"postal_code\":{\"type\":\"string\",\"__example__\":\"95110\"},\"property_type\":{\"type\":\"string\",\"__example__\":\"apartment\"},\"problem_description\":{\"type\":\"string\",\"__example__\":\"Kitchen sink dripping constantly\"},\"problem_photo\":{\"type\":\"string\",\"__example__\":\"\"},\"access_requirements\":{\"type\":\"array\",\"items\":{\"type\":\"string\"},\"__example__\":[\"building_code\"]}},\"layout\":{\"type\":\"SingleColumnLayout\",\"children\":[{\"type\":\"TextHeading\",\"text\":\"Preferred Appointment Time\"},{\"type\":\"Form\",\"name\":\"schedule_form\",\"children\":[{\"type\":\"DatePicker\",\"name\":\"preferred_date\",\"label\":\"Preferred Date\",\"required\":true,\"min-date\":\"2026-02-10\",\"max-date\":\"2026-03-10\",\"helper-text\":\"Select your preferred date\"},{\"type\":\"RadioButtonsGroup\",\"name\":\"time_slot\",\"label\":\"Time Preference\",\"required\":true,\"data-source\":[{\"id\":\"morning\",\"title\":\"Morning (8AM-12PM)\"},{\"id\":\"afternoon\",\"title\":\"Afternoon (12PM-4PM)\"},{\"id\":\"evening\",\"title\":\"Evening (4PM-8PM)\"}]},{\"type\":\"TextInput\",\"name\":\"contact_name\",\"label\":\"Contact Name\",\"input-type\":\"text\",\"required\":true},{\"type\":\"TextInput\",\"name\":\"contact_phone\",\"label\":\"Contact Phone\",\"input-type\":\"phone\",\"required\":true},{\"type\":\"TextInput\",\"name\":\"contact_email\",\"label\":\"Email\",\"input-type\":\"email\",\"required\":false,\"helper-text\":\"For appointment confirmation\"},{\"type\":\"Footer\",\"label\":\"Book Appointment\",\"on-click-action\":{\"name\":\"complete\",\"payload\":{\"service_type\":\"${data.service_type}\",\"urgency\":\"${data.urgency}\",\"street_address\":\"${data.street_address}\",\"apt_unit\":\"${data.apt_unit}\",\"city\":\"${data.city}\",\"postal_code\":\"${data.postal_code}\",\"property_type\":\"${data.property_type}\",\"problem_description\":\"${data.problem_description}\",\"problem_photo\":\"${data.problem_photo}\",\"access_requirements\":\"${data.access_requirements}\",\"preferred_date\":\"${form.preferred_date}\",\"time_slot\":\"${form.time_slot}\",\"contact_name\":\"${form.contact_name}\",\"contact_phone\":\"${form.contact_phone}\",\"contact_email\":\"${form.contact_email}\"}}}]}]}}]}"
}

Response:

{
  "id": "service_booking_flow_456",
  "success": true
}

Step 2: Publish the Flow

Click to view **Publish Flow Request**

Endpoint: POST https://chatapps.8x8.com/config/v1/channels/whatsapp/{channelId}/flows/service_booking_flow_456/publish

Response: 200 OK (no response body)

Step 3: Send the Flow (Interactive Message)

This example uses an Interactive Flow message, sent within the 24-hour service window.

Click to view **Send Interactive Flow Message**

Endpoint: POST https://chatapps.8x8.com/api/v1/subaccounts/{subAccountId}/messages

{
  "user": {
    "msisdn": "+15551234567"
  },
  "type": "Interactive",
  "content": {
    "interactive": {
      "type": "flow",
      "header": {
        "type": "text",
        "text": "Book a Service Call"
      },
      "body": {
        "text": "Need plumbing, electrical, or HVAC service? Book a qualified technician in minutes. We're available 7 days a week with same-day emergency service."
      },
      "action": {
        "parameters": {
          "flowId": "service_booking_flow_456",
          "flowCta": "Book Now"
        }
      },
      "footer": {
        "text": "Licensed & Insured Technicians"
      }
    }
  }
}

Step 4: Handle the Submission

Click to view **Webhook Payload (Flow Submission)**

{
  "namespace": "ChatApps",
  "eventType": "inbound_message_received",
  "payload": {
    "umid": "service-abc-123",
    "subAccountId": "your-subaccount-id",
    "timestamp": "2026-02-10T10:30:00.000Z",
    "user": {
      "msisdn": "+15551234567",
      "channelUserId": "15551234567"
    },
    "recipient": {
      "channel": "whatsapp",
      "channelId": "your-channel-id"
    },
    "type": "Interactive",
    "content": {
      "interactive": {
        "type": "nfmReply",
        "nfmReply": {
          "responseJson": "{\"service_type\":\"plumbing\",\"urgency\":\"emergency\",\"street_address\":\"456 Oak Avenue\",\"apt_unit\":\"2A\",\"city\":\"San Jose\",\"postal_code\":\"95110\",\"property_type\":\"apartment\",\"problem_description\":\"Kitchen sink pipe burst, water leaking heavily\",\"problem_photo\":\"base64_encoded_photo_data\",\"access_requirements\":[\"building_code\",\"contact_first\"],\"preferred_date\":\"2026-02-10\",\"time_slot\":\"morning\",\"contact_name\":\"Maria Garcia\",\"contact_phone\":\"+15559876543\",\"contact_email\":\"maria@example.com\",\"flow_token\":\"<TOKEN>\"}"
        }
      }
    }
  }
}

Processing the Submission:

// Parse the Flow submission
const data = JSON.parse(payload.content.interactive.nfmReply.responseJson);

// Upload problem photo to storage
let problemPhotoUrl = null;
if (data.problem_photo) {
  problemPhotoUrl = await uploadToStorage(data.problem_photo, {
    folder: 'service-requests',
    filename: `${payload.umid}_problem.jpg`
  });
}

// Determine service urgency and SLA
const slaTimes = {
  emergency: 4, // hours
  urgent: 48,   // hours
  standard: 120 // hours (5 days)
};
const slaHours = slaTimes[data.urgency] || 120;

// Check technician availability for requested service type
const availableTechs = await findAvailableTechnicians({
  serviceType: data.service_type,
  postalCode: data.postal_code,
  preferredDate: data.preferred_date,
  timeSlot: data.time_slot,
  urgency: data.urgency
});

if (!availableTechs || availableTechs.length === 0) {
  // No availability - offer alternative times
  const alternativeTimes = await getAlternativeTimeSlots({
    serviceType: data.service_type,
    postalCode: data.postal_code,
    urgency: data.urgency
  });

  await sendMessage(payload.user.msisdn, {
    type: 'text',
    content: {
      text: `Thank you, ${data.contact_name}! Unfortunately we don't have availability for ${data.time_slot} on ${data.preferred_date}.\n\nAlternative times available:\n${alternativeTimes.map(t => `• ${t.date} ${t.slot}`).join('\n')}\n\nOur team will call you within 1 hour to schedule the best time.`
    }
  });

  // Queue for manual scheduling
  await queueForManualScheduling({
    requestData: data,
    photoUrl: problemPhotoUrl,
    customerPhone: payload.user.msisdn,
    alternativeTimes: alternativeTimes
  });

  return;
}

// Assign best-match technician (skill-based routing)
const assignedTech = await assignTechnician({
  technicians: availableTechs,
  serviceType: data.service_type,
  problemDescription: data.problem_description,
  urgency: data.urgency
});

// Create service appointment in scheduling system
const appointment = await createServiceAppointment({
  customerId: payload.user.msisdn,
  technicianId: assignedTech.id,
  serviceType: data.service_type,
  urgency: data.urgency,
  propertyAddress: {
    street: data.street_address,
    aptUnit: data.apt_unit,
    city: data.city,
    postalCode: data.postal_code,
    type: data.property_type
  },
  problemDescription: data.problem_description,
  problemPhotoUrl: problemPhotoUrl,
  accessRequirements: data.access_requirements || [],
  scheduledDate: data.preferred_date,
  timeSlot: data.time_slot,
  contactInfo: {
    name: data.contact_name,
    phone: data.contact_phone,
    email: data.contact_email
  },
  slaDeadline: new Date(Date.now() + slaHours * 60 * 60 * 1000),
  source: 'whatsapp_flow'
});

// Send confirmation to customer
const confirmationMessage = `✅ Appointment Confirmed!\n\nService: ${data.service_type.toUpperCase()}\nDate: ${data.preferred_date}\nTime: ${data.time_slot}\nTechnician: ${assignedTech.name}\n\nAddress: ${data.street_address}${data.apt_unit ? ' ' + data.apt_unit : ''}, ${data.city}\n\nAppointment #${appointment.id}\n\n${assignedTech.name} will arrive during your ${data.time_slot} window. You'll receive a notification 30 minutes before arrival.\n\nQuestions? Reply here anytime.`;

await sendMessage(payload.user.msisdn, {
  type: 'text',
  content: { text: confirmationMessage }
});

// Send appointment details to technician
await notifyTechnician(assignedTech.id, {
  appointmentId: appointment.id,
  serviceType: data.service_type,
  urgency: data.urgency,
  address: `${data.street_address}${data.apt_unit ? ' ' + data.apt_unit : ''}, ${data.city}`,
  problemDescription: data.problem_description,
  problemPhoto: problemPhotoUrl,
  accessNotes: data.access_requirements,
  customerContact: data.contact_phone,
  scheduledTime: `${data.preferred_date} ${data.time_slot}`
});

// Log for analytics
await logServiceRequest({
  serviceType: data.service_type,
  urgency: data.urgency,
  propertyType: data.property_type,
  postalCode: data.postal_code,
  source: 'whatsapp_flow',
  assignedTechId: assignedTech.id,
  createdAt: new Date()
});

Best Practices:

Skill-Based Routing: Match technicians to service type (plumber, electrician, HVAC specialist)
Geographic Optimization: Route to nearest available technician to reduce travel time
Photo Upload: Request problem photos to help technicians prepare proper tools/parts
Access Requirements: Collect building codes, parking info, pet warnings upfront
SLA Tracking: Set and monitor response time commitments based on urgency
Proactive Updates: Send "technician on the way" notifications 30 mins before arrival
First-Time Fix Rate: Use problem descriptions and photos to bring right parts
Follow-up: Send satisfaction survey 24 hours after service completion

WhatsApp Flows in 8x8 Connect - Complete guide for creating Flows using 8x8 Connect portal
WhatsApp Flows API Reference - API documentation for programmatic Flow management
All Flow Examples - Browse examples from other industries

Service Appointment Booking​

Step 1: Create the Flow​

Step 2: Publish the Flow​

Step 3: Send the Flow (Interactive Message)​

Step 4: Handle the Submission​

Related Resources​

Service Appointment Booking

Step 1: Create the Flow

Step 2: Publish the Flow

Step 3: Send the Flow (Interactive Message)

Step 4: Handle the Submission

Related Resources