Manage flows templates with WhatsApp Business

A Flow template is a WhatsApp message that includes an interactive form. When a customer taps the button in the message, the form opens inside the WhatsApp chat. It guides the user through a series of screens where they can enter information like name, phone number, preferences, and more.

Each Flow can have up to 8 screens, and each screen can contain fields or blocks of content like instructions or images. All fields can be customized and linked to CRM properties.

Here’s how different types of businesses can use Flow templates:

• Beauty salons: Collect client feedback after an appointment with a short form — star rating, reason for visit, and suggestions.
• E-commerce stores: Let customers sign up for a loyalty program, share their birthday and shopping preferences, and agree to marketing terms.
• Event organizers: Gather participant details for a webinar or event, ask how they heard about it, and collect extra info in a comment box.
• Retailers: Use Flows to recommend products based on customer needs, asking a few simple multiple-choice questions to guide them.
• Service providers: Onboard new clients by asking for key info like contact details, service type, preferred dates, and consent in one go.
• Gyms or wellness centers: Register new members with a flow that collects name, email, health info, and goals.

Each Flow is a step-by-step experience, guiding customers through screens with short or long answers, multiple choice, dropdowns, date pickers, and more. Here’s how they’re structured:

• Each screen contains one button to go to the next step or submit the form.
• You can rearrange or delete screens (as long as there’s more than one).
• Add both fields linked to CRM and content blocks like text or images for instructions or context.
• All screens and fields must follow certain formatting rules (e.g., screen titles are mandatory, field labels are required).

When the Flow is submitted:

• Only the message and button are shown in WhatsApp, and the form opens when the customer clicks.
• Once approved by Meta, the template becomes available for use in Kommo.

To build a Flow template in Kommo, follow these steps:

1. Go to Settings → Communication tools → Chat templates and click Add a new template.

1. Choose WhatsApp as the type, then pick either Marketing or Utility as the category.

1. Under “Template type,” select Flow and click Create flow.

1. Pick a preset (like Feedback, Event registration, or Loyalty signup) or build your own form from scratch.

1. Add fields and screens. You can include up to 8 screens with multiple components each (text, images, input fields, etc.). After setting up, click Save.

1. Customize screen titles, instructions, and buttons. Each screen needs at least one field or content block.

1. After building your Flow, fill in the Body and Button text (this is what the customer sees before clicking to open the form).

1. Save it as a draft or click Submit for review to send it to Meta. Once approved, it’ll be ready to use.

Once your Flow template is approved, you can send it using three main methods:

1. Open a chat in Kommo.
2. Type “/” and choose your Flow template.
3. The message and button appear in the chat. When your client clicks it, the form will open for them.

1. Create a bot in WhatsApp → Templates & Bots → Create a new bot.
2. Add a Message step and select the WhatsApp channel.
3. Choose your approved Flow template.
4. The Flow will be sent automatically when the bot reaches this step.

You can send Flow templates through broadcasting campaigns too:

1. Go to WhatsApp → Broadcasting → New broadcast.

1. Select your audience by filtering them in your pipeline.

1. Click on the three dots and select New broadcast.

1. Choose your approved Flow template and the time you want to send your broadcast. Press Send to deliver it to your audience.

All customer responses from Flow templates are saved automatically in your CRM.

Here’s how they behave:

• If the CRM field already exists, it will be updated with the customer’s new input.
• If the field is optional and skipped, it will stay blank.
• If a field was deleted from the CRM, its answer will not be saved.
• Email or phone fields with new values will create separate entries if the values differ from existing ones.

Only your Kommo users can see these responses — for customers, it feels like a smooth WhatsApp chat interaction.

Before sending a Flow to real leads or customers, we strongly recommend testing it:

• Create a test lead and send the template to yourself.
• Check all fields, logic, and formatting.
• Make sure the data saves properly to the CRM.
• Review the customer experience to ensure everything works smoothly.

To view or preview your Flow template, go to WhatsApp → Templates & Bots, click the template name, then open the Flow tab.

You can delete templates at any time — both in Kommo and in Meta. Deleted templates will no longer be available for sending.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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