WhatsApp Flows are interactive, structured experiences that live natively inside a
WhatsApp conversation, acting as guided forms or multi-step wizards. They enable businesses
to guide customers through rich, structured business interactions—such as booking an
appointment, requesting feedback, or collecting personalized information—all without the
customer ever having to leave the WhatsApp chat. You can define, configure, and customize
the fields in these forms, and the responses are automatically logged in Salesforce
records.
Required Editions
| View supported editions. |
This article applies to:
|
Enhanced WhatsApp channels |
This article doesn’t apply to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business,
Enhanced LINE, and Bring Your Own Channel |
- Static WhatsApp Flows
Static WhatsApp Flows enable you to build a structured interaction where all customers receive the same message and navigate through the Flow using a fixed, predefined pathway. A customer might select from a pre-written dropdown menu, but a customer can’t enter text in an input field. You can create a static Flow using either a global action-based or an Apex form-based form messaging component.
- Dynamic WhatsApp Flows
Move beyond static forms. WhatsApp dynamic Flows enable you to build data-driven, highly personalized conversational experiences that adapt to users and input data in real time. Leverage these sophisticated capabilities to build guided forms or multi-step wizards to accomplish tasks, such as dynamic quoting, appointment scheduling and checkins, personalized onboarding, and guided selling.
- Comparing Static and Dynamic Flows
With global-action-based or Apex-based forms, you can create a static Flow. With an Apex-based form, you can create a static or dynamic Flow. This table compares static and dynamic Flows.
- Create a Static WhatsApp Flow
To create a static flow, use a form messaging component based on either a global action or Apex class.
- Create a Dynamic WhatsApp Flow
To create a dynamic WhatsApp Flow, create an Apex-based form messaging component and then add a Flow format to it.
