WhatsApp Flow Forms

Socialone lets you turn a form into a WhatsApp Flow. That flow can be launched from a template button, used in broadcasts, or triggered in workflows. This guide explains the “bridge” and how to use it end‑to‑end.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Open a form and go to the WhatsApp tab.

Settings Quick Map

• Settings → Platforms: connect WhatsApp to publish flows.
• Settings Overview

Who This Is For

• Teams that collect responses over WhatsApp instead of a web link.
• Anyone who wants a “tap‑through” form inside WhatsApp.

The Big Picture

• Form = the question set + rules.
• WhatsApp Flow = the WhatsApp UI version of that form.
• Flow Template = a WhatsApp template with a Flow button.
• Broadcast / Workflow = ways to send that template to users.

We’ll call it Form throughout this page (not “campaign”).

What You Need Before You Start

• A connected WhatsApp account in Socialone.
• A form with questions.

Step 1: Create the Form

1. Go to Forms and create a campaign.
2. Add questions and set conditional logic if needed.
3. Set required contact fields and actions.

WhatsApp Screens & Content (Inside the Flow Builder)

This is the part that is different from publishing and connecting. The flow builder controls how the form is laid out inside WhatsApp.

Important: you edit screen titles and content right where you add questions. It’s not a separate step or tab.

• Screens: Your form is split into WhatsApp screens so users answer in small steps.
• Screen title: Set it while arranging questions on that screen.
• Content block: Add supporting text right above/below questions on the same screen.
• Questions: Each question becomes an input inside a screen.

Tip: Keep your WhatsApp screens short. One or two questions per screen works best.

Step 2: Publish to WhatsApp

1. Open the form you want to publish.
2. Select the WhatsApp platform account.
3. Click Publish to WhatsApp to create the flow.
4. Review the screen titles and content before you publish, then Save and Publish.

Step 3: Create a Flow Template (The Bridge)

1. Go to Templates and click Create Template.
2. Choose Interactive → Flow.
3. Select the Form from the dropdown.
4. Set the Flow button text (this is what users tap).
5. Save and submit the template for approval if required.

If the dropdown is empty, your form does not have a published WhatsApp Flow yet.

Step 4: Use the Template

• Broadcast: Send the flow template to a list of contacts.
• Workflow: Trigger the template based on events (e.g., rating, comment, ticket).
• Manual send: Use the template in a conversation.

Step 5: Track Responses

• Open the campaign to see responses and analytics.
• Use actions (e.g., ticket creation, WhatsApp follow‑ups) to route feedback automatically.

Common Issues

• Form not showing in Flow Template dropdown: the form does not have a published WhatsApp Flow.
• Flow button not visible: template is not set to Interactive → Flow.
• Template not selectable in broadcast: template is not approved or not linked to the selected account.

Next Steps

• Template Flow Builder
• Broadcasts Overview
• Messages Delivery Issues

Quick Glossary

• Flow: a WhatsApp mini‑app created from your form.
• Flow Template: a template with a button that opens a Flow.
• Publish: makes the flow available for templates and sending.