Use WhatsApp Flows in Journeys
Gather information from your customers during a conversation by using WhatsApp Flows. You can configure both session messages and template messages to include Flows.
Required Editions
| User Permissions Needed | |
|---|---|
| To create messages: | Marketing Cloud Administrator, Marketing Cloud Channel Manager, or Marketing Cloud Content Editor/Publisher |
| To manage journeys: | Marketing Cloud Administrator, Marketing Cloud Channel Manager, or Marketing Cloud Content Editor/Publisher |
To use WhatsApp Flows with Marketing Cloud Engagement, first define the structure and content of each flow in the WhatsApp Business management console. For more information, see WhatsApp Business Platform: WhatsApp Flows.
Events from WhatsApp Flows are sent back to Journey Builder, where the Successful Flow Submission event can help continue the customer's journey using the Wait Until Chat Response activity. You can also retrieve details about these events in data extracts, Event Notification Service events, or Data 360 extracts.
Create a Template Message with a Flow
Use Flows in template messages to prompt your customers to provide additional information that you can process outside journeys or use in subsequent messages. For example, you can ask customers to click a signup button to subscribe to your email newsletter. When they click the button, a flow prompts them to provide their email address and select the products or topics that they’re most interested in.
- In Content Builder, select Create | Chat Messaging | WhatsApp Template Message.
- In the navigation pane, select a template from your WhatsApp Business Account that contains a flow.
- Under Header, select a header image to use in the message that links to the flow, if necessary.
- To preview the flow, click the Flow tab above the message preview.
- Save your changes.
To identify segments of customers based on their buying preferences, you create a journey that sends a WhatsApp template message to a segment of repeat customers. The message encourages customers to click a button to share their thoughts. If they click the button, a flow asks a series of questions about the products and services that they’re most interested in. You collect the information that’s returned in the event and use it to create new segments.
After you create a template message, add it to a journey.
Create a Session Message with a Flow
Use Flows in session messages to gather information from your customers when they start a conversation with you. For example, if a customer sends you a message asking for support, your flow can ask about the nature of their support query, the product it pertains to, their order number, or any other information that helps handle their query efficiently.
- In Content Builder, select Create | Chat Messaging | WhatsApp Session Message.
- For Message Type, select Flow.
- Configure the header and body to use for the session message.
- For Select Flow, select a flow that you created in the WhatsApp Business management console.
- For Button Label, enter the text that appears on the button that customers click to begin the flow.
- In the navigation pane, select a template from your WhatsApp Business Account that contains a flow.
- To preview the flow, click the Flow tab above the message preview.
- Save your changes.
To help route support requests, you create a journey that’s triggered when a customer
sends a keyword such as Support to your WhatsApp number. The journey
contains a single step, which sends a session message that contains a flow. The flow
prompts the customer to provide their name, order number, and reason for contacting
support.
The journey generates events based on the customer’s response. You then use the information in the event to trigger a subsequent journey that connects them to information related to their support request.
After you create a session message, add it to a journey.
