Blocks
WhatsApp Flows
Learn how to create WhatsApp flows with Treble. With this guide, you’ll be able to automate your customer conversations and improve the user experience.
At treble.ai, we aim for businesses to maximize the use of WhatsApp as a key channel to connect with their customers effectively and grow their businesses.
This functionality is key for:
- Reducing abandonment rates when collecting data in multiple steps.
- Improving the quality and format of your data, as it validates that responses correspond to the requested data type
- Increasing conversion rates at various stages of the funnel.
Create a WhatsApp Flow in WhatsApp Business Manager
WhatsApp Flows are an ideal way to interact with your audience and collect information without leaving WhatsApp. They allow you to automate interactions and simplify data collection, all from a single interface. You can create your Flows directly from WhatsApp Business Manager, where Meta offers an easy-to-use interface, allowing anyone to create a Flow quickly, regardless of their technical experience. Whether it’s to collect opinions, conduct surveys, or capture data from potential clients, WhatsApp Flows is a very useful tool. Below, we guide you step by step to create a Flow using the no-code interface of WhatsApp Business Manager.Steps to create a WhatsApp Flow
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Access WhatsApp Business Manager
Log into your WhatsApp Business Manager account. This is where you can manage all aspects of your business on WhatsApp, including creating Flows to automate interaction with your customers.
2
Go to 'Account tools' and select 'Flows'
In the main panel, go to the Account tools section in the side menu and select Flows. Here you can view, edit, and create all Flows available for your account.
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Create a new Flow
Click on the “Create Flow” button to start building a new Flow that adapts to your business needs.
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Name the Flow and select a category
Give your Flow a name to easily identify it. Then, select a category according to its purpose, such as Registration, Customer Service, Survey, among others. This will help keep your Flows organized.
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Leave the default method without an endpoint
It’s important to leave the method without an endpoint, as this is the option currently supported by Treble. This simplifies the use of the Flow.
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Create the Flow
Click on “Create” to continue. This will open the interface where you can design the content and interactions of your Flow.
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Use the Meta Playground
In the next screen, you’ll need to manipulate a JSON file to make changes. You can follow our guide: How to use the Meta Playground to create your WhatsApp Flows? to avoid complications with the JSON format.
How to use the Meta Playground to create your WhatsApp Flows?
How to use the Meta Playground to create your WhatsApp Flows?
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Add a New Screen
Click on ”+ Add new” to create a new screen. Give it an easy-to-identify title, such as “Lead Qualification 1 of 2”.
2
Add Components to Your Screen
On this screen, you can add components to interact with the user.
- Title or Subtitle: Provides context to the user, such as “We want to know more about your needs”.
- Text Response - Short Answer: Captures data like name and email.
- Single Choice: Question like “Does your company have more than 50 employees?” with options “Yes” or “No”.
- Checkbox Group: Question about interests, such as “What services interest you?”.
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Button: Use a button labeled “Continue” to guide users to the next screen.
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Preview and Customize
4
Export the Flow as JSON
Click on “Copy Flow JSON” to save the configuration. Then, use this JSON file in WhatsApp Business Manager to publish your Flow.
If you get an error, check that the JSON has the correct format with this site: https://jsonlint.com/
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Adjust the variable values
The Playground assigns generic values that can be difficult to identify later. We recommend replacing the values following our mini guide:
When you create a flow in the Meta Playground, the system generates automatic names for the fields (like TextInput_8f1836), which can be confusing. However, you only need to change the names in the payload, and you can use the same names that you have in the field labels, such as “Name” or “Email”, to make the process easier.
We offer two options: in one you make the change manually and in the other you just need to copy a prompt and your JSON into ChatGPT and you’re done.
For ChatGPT you just need to copy this prompt and add your JSON for ChatGPT to make the adjustments:
Once you have the result, you can paste it into WhatsApp Business Manager.
What is the payload?
What is the payload?
The payload is where data entered by users on one screen is stored to pass to the next screen. For example, when a user types their name, that value is sent through the payload so you can use it in later screens.
Why is it important to change the payload?
Why is it important to change the payload?
- Clarity: Using clear and descriptive names will allow you to understand what information you’re capturing.
- Ease of use: If the names are easy to read, it will be easier to make changes or adjustments in the future.
Steps to change payload values using field labels
Steps to change payload values using field labels
1
Identify the field that is collecting information
For example, if you have a field where you ask for the Name, it should appear like this in the JSON:
2
Replace the value in the payload with the field label name
To avoid confusion, you can use the label (“Name”, in this case) as the new name in the payload. This way, you don’t need to change the automatically generated names, just the payload.
If the original payload looks like this, change only the payload to reflect the labels:
3
Repeat the process on each screen where these values are used
If in a later screen you need to use Name and Email, use the label names in the payload:
Prompt for ChatGPT
Prompt for ChatGPT
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Run the Flow
Paste the created JSON into the editor and click on “RUN” to verify that the Flow works correctly.
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Test the Flow
Before finishing, test the Flow using the preview view to ensure everything works as expected.
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Publish the Flow
When you’re satisfied with the design and functionality of the Flow, click on the three dots next to the save button and select “Publish”. Keep in mind that you won’t be able to make changes after publishing.
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Configure the Flow in Treble
How to integrate a WhatsApp Flow in Treble
How to integrate a WhatsApp Flow in Treble
1
Create a new conversation in Treble
The first step is to create a new conversation in Treble, where you’ll add the Flow you previously created. You can also add the Flow to an existing conversation or even to the inbound conversation that your company has configured.To do this, log into Treble, go to the “Conversations” section and select “Create a new conversation”. This will allow you to start customizing the message flow specifically for your users.
2
Use the specialized block for WhatsApp Flows
Once you’re in the Treble drag and drop editor, you can use the specialized block for WhatsApp Flows. This block will allow you to add your Flow easily and ensure it’s correctly integrated into the chatbot.Drag and drop the WhatsApp Flows block in the corresponding place within the conversation flow to start the configuration.
3
Configure the Flow in three stages
Once you’ve added the WhatsApp Flows block, it’s time to configure the Flow in three stages:
The 3 stages
The 3 stages
1
Select the flow
In this first stage, select the flow you want to implement. In this step, only Flows that have been published in WhatsApp Business Manager will appear. You’ll be able to see a preview to ensure you’ve selected the correct Flow.
2
Configure the initial message
This stage consists of creating the message that your users will see before beginning the interaction with the Flow. Additionally, you must define the text of the button on which users will click to start the Flow. You can also choose if you want to add a header and a footer to the message.
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Configure the variables
Finally, in the last configuration stage, you’ll need to define the names with which the variables will be saved. This breaks down into the following steps:
- Get the payload value: Identify the property value within the Flow’s payload.
- Define the name and storage of variables: Assign a name that allows saving this value within Treble or in the CRM that you have integrated. If you want to store variables in external integrations such as HubSpot or Google Sheets, use the following nomenclature:
- For HubSpot: “hubspot_variablename”. For example, if you have a variable called “name”, you could save it as “hubspot_name”.
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For Google Sheets: “sheets_variablename”. For example, if you have a variable called “email”, you could save it as “sheets_email”.
4
Connect the nodes in the chatbot
Once the Flow is created, you’ll need to connect the nodes within the chatbot to define the actions that will be taken according to the state of the Flow.
- Completed flow: You can configure an action for when the Flow is successfully completed, such as sending a thank you message to users.
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Incomplete flow: You can also define what happens if the Flow is not completed. In this case, you can send a follow-up message and invite the user to try the Flow again or provide another option.
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Save and send the conversation
Finally, once you’ve finished connecting all the nodes and configuring the Flow, click on “Create” or “Save conversation”. Your new Flow will be ready to be used when relevant and provide your users with an agile and automated experience.And that’s it! Now you have your WhatsApp Flow perfectly integrated into a Treble chatbot, ready to optimize your interactions with customers and provide them with a personalized experience.
6 Best Practices for WhatsApp Flows
WhatsApp Flows is a powerful tool that can help your company optimize its conversion funnel through WhatsApp. By following best practices, you can improve the customer experience, reduce abandonment, and increase conversion. This guide is based on best practices proposed by Meta and our experience validating the tool to optimize interactions with your customers.1
Keep Flows Short and Focused
Customers want to complete tasks quickly. When designing a flow, ensure it doesn’t take more than five minutes to complete. If a flow becomes too long, it can generate frustration and customers might abandon it.
Recommendations to Keep Flows Concise:
- Limit Tasks per Screen: Include only one task per screen to avoid overwhelming the customer. This makes the experience clearer and easier to follow.
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Minimize Components: Avoid using too many components on a single screen, as it can saturate the interface and slow down loading times. If you need several components, distribute them across multiple screens.
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Design and Content Considerations
The visual and text aspects of your flow are crucial to keep customers engaged and informed.
Best Practices for Design and Content:
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Effective Calls to Action (CTAs): The CTA should clearly indicate what will happen next. For example, use phrases like “Confirm booking” so the customer knows exactly what action they’re taking.
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Capitalization and Grammar: Use capitals at the beginning of titles and CTAs, maintain consistent capitalization, and always review content to correct grammar and spelling errors. This ensures a professional and consistent experience for the customer.
- Emojis: Use emojis in moderation and consider the context. Make sure they align with your brand and add value to the message rather than distract.
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Help Text: Help text should provide clarity to customers, for example, the correct format for a phone number, entering a date, or an email address.
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3. Forms and Input Data Quality
To make forms easy to use and maintain input data quality:
Tips for Effective Forms:
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Use the Right Components: Using the correct components will ensure your users have a better experience and your data format is the best. For example, use a date picker for birth dates or a text input - email to request your customers’ email.
- Provide Clarity: Labels and questions should be self-explanatory, and form fields should be logically ordered (for example, first name before last name).
- Optional Forms: If a form is not essential to completing a task, make it optional.
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4. Flow Navigation and Customer Guidance
Effectively guiding customers through the flow improves completion rates.
Tips for Clear and Guided Navigation:
- Customers Want to Complete a Task: The CTA should go hand in hand with the message content. It should be brief and concise, indicating what task the customer can expect to complete when opening the flow.
- Set Expectations: Inform customers how long it will take to complete a task, such as “It should only take a few minutes”. Use concise and action-oriented screen titles (e.g., “Confirm registration”).
- Clarity in Initiation Flow: Customers decide to open a flow based on the clarity of initiation messages. The conversation should feel fluid and provide clear context and actions centered on the task.
- No Surprises: The first screen of the flow should reflect the CTA action. Any deviation from the task will result in a poor experience for the customer and could lead them to close the flow.
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5. Opt-in and Consent
Make sure you’re informing your users about how their data will be used.
Considerations for Opt-in:
- Opt-in Clarity: It’s essential that the customer clearly understands what they’re consenting to when interacting with a flow. Provide a simple and direct explanation of the purpose of the flow and any information that will be collected.
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Include a ‘Read More’: Include a ‘Read More’ button that links to relevant information, such as Terms and Conditions. This increases transparency and helps build trust with customers.
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6. Flow Completion
Ending a flow properly is as important as starting it.