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WhatsApp Flows in 8x8 Connect

This guide walks you through creating, testing, and deploying WhatsApp Flows using the visual, no-code interface in the 8x8 Connect portal. Perfect for business users, marketers, and anyone who prefers a UI-based approach over API integration.

Overview​

The 8x8 Connect UI provides a complete visual environment for Flow management:

  • No coding required - Build Flows with JSON editor and live preview
  • Live preview - Test Flows interactively before publishing
  • Template integration - Create templates with Flow buttons
  • Campaign management - Send Flows to customer segments
  • Response viewing - See all submissions in a table view
  • Export capabilities - Download Flow JSON for version control

Prerequisites:

  • Access to 8x8 Connect
  • Active WhatsApp Channel
  • Appropriate user permissions

Accessing WhatsApp Flows​

WhatsApp Flows List

Steps:

  1. Log into 8x8 Connect
  2. Navigate to Messaging Apps > WhatsApp flows at https://connect.8x8.com/chat/flows
  3. View existing flows with status indicators:
    • Draft - Editable, not yet published
    • Published - Live and available for use (immutable)
    • Deprecated - No longer recommended for new messages
  4. Use the search bar to find specific flows by name

Flow Management Actions​

Flow Actions Menu

Click the ⋮ menu on any Flow to access:

  • Edit - Modify Flow JSON (Draft flows only)
  • Preview - Test flow experience in browser before publishing
  • View responses - See all customer submissions with filtering and export options
  • Export flow JSON - Download JSON for backup or API use
  • Delete - Remove flow (Draft flows only, not in use by templates)

Creating a New Flow​

Step 1: Create Flow​

Create Flow Interface

  1. Navigate to https://connect.8x8.com/chat/flows/create or click + Create a WhatsApp Flow button

  2. Fill in Flow details:

    • Channel ID: Select your WhatsApp Business Account
    • Flow name: Descriptive name for internal reference (e.g., "Home Service Appointment Booking")

  3. Build your Flow JSON using one of these methods:

Option A: Use Meta's Playground

  • Visit WhatsApp Flows Playground
  • Design flow visually with drag-and-drop interface
  • Export JSON and copy into the editor
  • Note: This is a one-way tool - you can export from playground to JSON, but cannot import JSON back into the playground

Option B: Use Example JSON

  • Browse Flow Examples for industry-specific templates
  • Copy JSON from the example that matches your use case
  • Customize field names, labels, and validation rules

Option C: Write Custom JSON

  • Refer to the Component Reference
  • Build JSON structure following WhatsApp Flows schema (version 7.3)
  • Use the inline editor with syntax highlighting
  1. Live Preview: See real-time rendering on the right panel
  2. Click Run to test the flow interactively in a mobile-sized preview

Step 2: Preview and Test​

Flow Preview

The preview interface allows you to:

  • See full-screen mobile preview of your Flow
  • Navigate through all screens as a user would
  • Test form validations and required fields
  • Verify conditional logic and navigation paths
  • Check data flow between screens

Testing checklist:

  • All screens render correctly on mobile layout
  • Required fields enforce validation
  • Navigation buttons work as expected
  • Terminal screen submits data properly
  • All text fits in mobile view without truncation
  • Images and icons load correctly

Step 3: Publish Flow​

Publish Flow Dialog

Important: Once published, the Flow becomes live and cannot be edited. This is a Meta/WhatsApp restriction to ensure consistency for users.

To make changes after publishing:

  1. Edit the existing flow (this creates a new draft version)
  2. Copy the modified JSON
  3. Create a new flow with the updated JSON
  4. Publish the new version
  5. Update your templates to reference the new Flow ID
  6. Optionally deprecate the old version

Click Publish when you're confident the Flow is ready for production use.

Using Flows with Templates​

Create Template with Flow Button​

Template Creation

Templates allow you to initiate conversations with Flow buttons. This is the most common way to send Flows.

  1. Navigate to Templates section in 8x8 Connect

  2. Click Create new template

  3. Enter template details:

    • Template name: Unique identifier (lowercase, underscores, e.g., appointment_booking_v1)
    • Category: Select UTILITY for transactional/service Flows (appointments, feedback, customer service) or MARKETING for promotional Flows (offers, campaigns). Choose the appropriate category to avoid template rejection.
    • Language: Select primary language

  4. Compose template body:

    • Add body text describing the Flow purpose
    • Optional: Use variables like {{1}} for personalization
    • Optional: Add footer text for additional context

  5. Add Flow Button:

    • In Buttons section, click Add button
    • Select Flow button type
    • Choose your published flow from the dropdown
    • Set button label (e.g., "Schedule now", "Book appointment", "Share feedback")
    • Note: Maximum 25 characters for button text

  6. Submit for WhatsApp approval

  7. Wait for approval (typically 24-48 hours)

Template Approval Tips:

  • Use clear, professional language in template body
  • Avoid promotional content in UTILITY templates
  • Match button text to template content
  • Test with example values before submitting

Send Template via Campaign​

Campaign Setup

Once your template is approved, send it to customers via Campaigns:

  1. Select Channel: Navigate to Campaigns from the main menu, click "Create a new campaign", and select "Messaging Apps"

  2. Choose Sender: Select the Subaccount and specify the WhatsApp Channel you want to send from

  3. Add Recipients: Upload your customer list. You can:

    • Upload a file (.csv, .txt, .xlsx) containing phone numbers and data for personalization
    • Manually type in numbers
    • Select contacts from your saved Contact Groups

  4. Map Fields: If you upload a file, map your columns to system fields (like Mobile) or custom fields (like FirstName) that can be used as variables

  5. Compose Message:

    • Select your approved WhatsApp Template with Flow button from the list
    • Variable Mapping: If your template has variables (e.g., {{1}}), map them to the custom fields from your uploaded file (e.g., map {{1}} to your FirstName column)
    • Media Replacement: If your template includes a media header (image, video, document), you can specify the media to be used by providing a publicly accessible Media URL or using the direct file upload option
    • Media Optimization: All media is automatically processed and optimized by Meta's media hosting for fast, reliable delivery

  6. Review and Send: Name your campaign, review the details, and choose to send it immediately or schedule it for a later time

Campaign Best Practices:

  • Segment audiences for relevant flows (don't send all flows to everyone)
  • Schedule sends during business hours (higher completion rates)
  • A/B test different template body copy and button labels
  • Monitor completion rates in webhook analytics

Viewing and Managing Responses​

Viewing Responses in 8x8 Connect​

Flow Responses

You can view all Flow submissions directly in the 8x8 Connect portal without setting up webhooks.

Important: Permission Required

Flow responses are only visible to users with log access permission in 8x8 Connect. Without this permission, response data will be masked and not visible. Contact your account administrator to request log access if needed.

To view Flow responses:

  1. Navigate to Messaging Apps > WhatsApp flows at https://connect.8x8.com/chat/flows
  2. Click on the Flow name to open its details
  3. Click View responses or navigate to the responses tab
  4. View submission data in a table format

Default Columns (Always Present):

  • Date Submitted: Timestamp when the user completed the Flow
  • Phone Number: Customer's WhatsApp number

Dynamic Columns (Based on Your Flow): The table also displays columns for each field collected in your Flow. For example:

  • If your Flow collects "Name", "Email", "Preferred Date" - these will appear as columns
  • If your Flow collects "Order Number", "Return Reason", "Resolution Type" - these will appear as columns
  • Column names match the field names defined in your Flow JSON

Additional Column:

  • Action: Click View details to see the complete submission with all form fields

Features:

  • Filter responses by date range and channel
  • Export responses to CSV for analysis (first 1,000 responses displayed in UI, use Export button to download all responses)
  • View details for individual submissions to see complete form data

Use Cases:

  • Manual review of customer submissions
  • Quality assurance and testing
  • Data analysis and reporting without code
  • Customer support lookups
  • Export data for offline analysis or integration with other tools

Configuring Webhooks for Automated Processing​

While the portal provides manual response viewing, webhooks enable automated processing and integration with your systems.

Webhook Setup​

  1. In 8x8 Connect, navigate to Messaging Apps > Webhooks
  2. Click Add webhook endpoint
  3. Enter your endpoint URL (must be HTTPS)
  4. Select event types:
    • inbound_message_received (required for Flow submissions)
    • Optionally select other events (delivery status, etc.)
  5. Save configuration

Webhook Requirements:

  • Must respond with 200 OK within 5 seconds
  • Must use HTTPS (not HTTP)
  • Must handle duplicate submissions (idempotency)
  • Should process asynchronously after acknowledgment

For complete webhook setup and submission handling: WhatsApp Webhooks Documentation

For webhook payload structure and processing code: API Reference - Webhook Integration

Testing Your Flows​

Testing Checklist​

Complete these steps to validate your Flow implementation:

  • Preview Flow: Open preview and test all screens and field validations
  • Test All Paths: Verify all navigation branches and conditional logic
  • Validate Required Fields: Confirm required field enforcement works
  • Test Validation Rules: Try invalid inputs (bad email, negative numbers)
  • Create Test Template: Create template with Flow button and submit for approval
  • Send to Test Number: Send Flow to your test WhatsApp number
  • Complete Flow: Fill out all fields and submit as a user would
  • Verify Portal Response: Check responses appear in 8x8 Connect portal
  • Verify Webhook (if configured): Confirm webhook receives nfmReply payload
  • Parse Data: Verify all submitted fields parse correctly from responseJson
  • Check Logs: Review 8x8 Connect portal logs for delivery status
  • Send Confirmation: Test automated response after submission
  • Test Error Cases: Verify webhook handles malformed submissions gracefully

Common Validation Errors​

ErrorCauseSolution
Invalid flowJsonJSON not properly formatted or has syntax errorsValidate JSON structure; use online JSON validator before uploading
Screen not foundNavigation references non-existent screen IDCheck all screen IDs in routing match actual screen definitions
Flow not publishedAttempting to send unpublished FlowPublish Flow before sending; verify status is PUBLISHED
Invalid flowIdWrong Flow ID or Flow deletedVerify Flow ID from Flow list; check Flow wasn't accidentally deleted
Button not visibleTemplate not approved or button misconfiguredCheck template approval status; verify button type is FLOW
Cannot open FlowFlow deprecated or incorrect versionEnsure Flow status is PUBLISHED, not DRAFT or DEPRECATED

Testing with Preview​

The preview interface is your primary testing tool:

  1. Create or update your Flow in 8x8 Connect
  2. Click Preview from the Flow actions menu
  3. Interact with the Flow in the browser preview
  4. Test all screens, navigation paths, and data entry
  5. Verify submission payload structure (shown at the end)

Tip: Keep the preview open while iterating on your Flow JSON. Make edits, click Run to see changes immediately.

Troubleshooting​

Common Issues​

SymptomLikely CauseSolution
Flow button not visible in WhatsAppTemplate not approved or button misconfiguredVerify template approval status in 8x8 Connect; check button definition matches Flow button syntax
Cannot open Flow when clickedFlow not published or incorrect flowIdPublish Flow; verify flowId in template matches published Flow
Interactive message rejectedSent outside 24-hour service windowUse Template message to re-open conversation window
Flow edit button disabledFlow is published (immutable)Create new Flow with modified JSON; update templates to new Flow ID
No responses showing in portalMissing log access permissionRequest log access permission from administrator
Preview shows old versionBrowser cache or cached previewClear browser cache; refresh preview

Debugging Tips​

1. Use Preview Extensively

Test every change in the preview before publishing. The preview shows exactly how users will see the Flow.

2. Check Flow Status

Verify Flow is in expected state:

3. Review Portal Logs

8x8 Connect provides detailed message logs:

  • Navigate to Logs in the portal
  • Filter by Channel ID and date range
  • Look for Flow message delivery status and errors

4. Test with Simple Flow First

Start with a minimal single-screen Flow before building complex multi-screen flows.

5. Verify Template Approval

  • Check template status in Templates section
  • Ensure Flow button is configured correctly
  • Confirm Flow ID matches published Flow

Next Steps​

Continue Learning​

For Developers​