Guide
WhatsApp Flows: what they are and how to use them with Zendesk
What a WhatsApp Flow is, how it is sent inside and outside the 24-hour window, how to design a good form and how it differs from a chatbot. With examples of how it works in Zendesk with WitAsk.
What WhatsApp Flows are and how they work
A WhatsApp Flow is a form that opens inside the WhatsApp conversation. The customer fills it out screen by screen without leaving the chat, and when they finish, the answers reach the company as separate data for each question, not as a text message someone has to read and interpret.
A form can have one or more screens. The button on each screen leads to the next one, and the button on the last screen submits the form.
- 01
You build the form
In the WitAsk app, inside Zendesk, you choose the questions, arrange them into screens and decide which Zendesk field each answer goes to.
- 02
You publish it to Meta
WitAsk creates and publishes the form in your company’s WhatsApp Business Account (WABA). The app validates it before uploading it.
- 03
The agent sends it from the ticket
From the Zendesk ticket, the agent picks the form and sends it to the customer on WhatsApp.
- 04
The answers come back to the ticket
When the customer completes it, the answers are added to the ticket and written to the linked Zendesk fields, on the ticket or the user.
| Component | What it is for | Compatible Zendesk field |
|---|---|---|
| Titles and text | Headings, paragraphs and notes that explain what is being requested | Does not store an answer |
| Image | Show an image inside the form | Does not store an answer |
| Short answer | A short piece of data. It can be text, email, number, phone or password | Text, multi-line, regex, number or decimal |
| Paragraph | A long answer | Text, multi-line or regex |
| Date picker and calendar | Pick a date, in a field or on a calendar | Date |
| Single choice and dropdown | Pick one option from a list | Drop-down |
| Multiple choice and chips | Pick several options, from a list or as chips | Multi-select |
| Opt-in | A checkbox to accept or confirm something | Checkbox |
| Photo upload and document upload | Let the customer attach photos or documents | Attached to the ticket |
| Conditions | Show or hide questions based on an earlier answer on the same screen | Does not store an answer |
A form accepts up to 10 files in total. Each screen can have only one file question, and photos and documents go on separate screens.
Flows and message templates: how a form is sent
WhatsApp distinguishes two situations depending on when the customer last wrote. WitAsk calculates that 24-hour window from the customer’s last message in the conversation and chooses how to send the form.
| Within 24 hours | Outside 24 hours | |
|---|---|---|
| What is sent | A message with text and a button that opens the form | A message template with a button that opens the form |
| What can be edited when sending | The text and the button (up to 20 characters) | The template variables |
| Requirement | The customer wrote in the last 24 hours | Meta approved the template |
When the window is open, the agent can also choose to send a template.
Templates from the app
Templates are created, edited and deleted in WitAsk. You can choose the Utility or Marketing category, and all of them include the button that opens the form.
Text limits
Header and footer up to 60 characters, body up to 1024 and button up to 25.
Meta approval
A template pending review cannot be edited. If Meta rejects it, the app shows the reason.
Sending without a ticket
Besides sending from the ticket, a form can be sent with a template from the Zendesk top bar or from a webhook.
Best practices for designing forms
Ask only for what your team will use
Each question can go to a Zendesk field. The ones you do not link are still added to the ticket, but they cannot be used as a field.
Prefer closed options for anything you filter by
If a piece of data is used to classify the ticket, use a single choice or a dropdown linked to a drop-down field. WitAsk warns you before saving if an option does not exist in the Zendesk field.
Use the right answer type
In a short answer, choose email, number or phone depending on the data you are asking for, instead of leaving it as free text.
Make only the essentials required
Each question can be marked as required. The fewer there are, the easier the form is to complete.
Group questions into screens
Several short screens are easier to go through than one long one. They are completed in order: the button on each one leads to the next.
Write a clear button
The message button is the first thing the customer sees and has up to 20 characters: say what it will do, such as “Complete details”.
Name each result
Each question has a short name for the responses grid and the export. A clear one saves work when analyzing.
Check the preview
Before publishing, look at the form the way the customer will see it. WitAsk validates the form before uploading it to Meta.
WhatsApp Flows vs. chatbot: when to use each
A chatbot talks message by message; a Flow is a form. They do not compete: they handle different moments of customer service.
| WhatsApp Flow | Chatbot | |
|---|---|---|
| Format | A form with screens and questions | A conversation, one message at a time |
| Best for | Collecting several pieces of data at once | Answering questions and guiding an open conversation |
| How the data arrives | Separated by question, ready for a Zendesk field | As text inside the conversation |
| Data control | Closed options, answer types and required questions | Depends on how the bot is built |
WitAsk also offers an API that lets AI agents send WhatsApp forms during a conversation. Once the customer responds, the information is available in Zendesk so the AI can continue handling the request using that data.
Benefits of using Flows in customer service
Fewer messages
Instead of one question per message, the data is requested in a single send.
The data goes straight to the fields
The answers are written to the ticket or user fields, with no copying and pasting.
More consistent information
Closed options are validated against the Zendesk fields, and each short answer has its own type.
Context for the team
When a form is sent, an internal note is added to the ticket with what the customer was asked for.
Measurement
The app shows sends, responses, response rate and response time for the last 7, 30 or 90 days, and lets you export the responses to Excel.
Lower messaging costs
By collecting several pieces of data in a single interactive form, companies can reduce the exchanges needed to handle a request. Depending on the applicable Meta rates and how each process works, this reduction can translate into lower WhatsApp messaging costs.
Frequently asked questions about WhatsApp Flows
Can WhatsApp Flows be integrated with Zendesk?
Yes. With WitAsk, companies can create and send interactive forms inside WhatsApp and receive the answers directly in Zendesk.
The information is linked to the ticket, organized for easy reference, and can be used to fill in the configured fields, making each request easier to handle and improving the quality of the information collected.
Can WhatsApp Flows be used with AI agents?
Yes. WitAsk offers an API that lets an AI agent send WhatsApp Flows during a conversation to request structured information from the customer.
Once the form is completed, the answers are available in the Zendesk ticket, so the AI agent can continue handling the request or hand it off to a human agent with the information already collected.
Can WhatsApp Flows help reduce Meta messaging costs?
Yes. By collecting several pieces of data through a single interactive form, you can reduce the message exchanges needed to handle a request.
This can translate into savings, depending on Meta’s rates, the type of messages sent and the characteristics of the process.
With the WitAsk calculator, you can estimate the potential financial impact of reducing messages in your operation.
Need help? At Witbor we can help you identify opportunities to optimize your customer service processes, improve the customer experience and reduce operating costs.
Do I need artificial intelligence to send WhatsApp Flows?
No. With WitAsk, forms can be sent manually from a Zendesk ticket or automatically through its API, using triggers and automations.
You can also start the process with Zendesk macros that fire the corresponding triggers.
This lets you add WhatsApp Flows to your existing processes without having to implement an AI agent.
Can I create satisfaction surveys with WhatsApp Flows?
Yes. With WitAsk you can create and send interactive surveys directly inside WhatsApp to measure customer satisfaction (CSAT), collect NPS ratings, understand the reasons behind a rating and gather additional feedback.
The results are stored and can be viewed in the WitAsk Responses module, where you can review the answers and export them to work with in Excel.
Want to go a step further? You can also analyze the results with artificial intelligence tools to spot trends, find opportunities for improvement and draw conclusions about your customers’ experience.
To make that analysis easier, WitAsk provides a reference prompt you can use together with the exported data in the AI tool of your choice.
Surveys can be added to post-service processes, such as when a request is resolved or a ticket is closed in Zendesk.
Can I request photos and documents with WhatsApp Flows?
Yes. WitAsk lets you add fields so the customer can attach photos and documents directly from the WhatsApp form.
This is useful for complaints, warranties, returns, technical support and processes that require documentation. The information received is linked to the request in Zendesk.
What do I need to use WhatsApp Flows with Zendesk through WitAsk?
To use WitAsk you need a Zendesk Suite Professional instance or higher, a WhatsApp Business channel properly integrated with Zendesk and access to a Meta WhatsApp Business Account (WABA).
The main requirements are:
Zendesk
A compatible plan, Professional or higher, and permissions to install and configure apps.
WhatsApp Business
A WhatsApp number connected to Zendesk through the corresponding integration.
Meta Business
A WhatsApp Business Account (WABA) and the permissions needed to authorize the connection.
Once the app is installed from the Zendesk Marketplace, WitAsk guides you through setting up and connecting the required services.
Need help with the setup? The Witbor team can support you throughout the process so you can start using WhatsApp Flows with Zendesk.
Bring your forms to WhatsApp
Tell us what information you need from your customers and we will show you how to collect it with WitAsk and Zendesk.