Integrate the interactive messaging features offered by WhatsApp from Meta into your flow-based chatbot and provide more dynamic and efficient conversational experiences.
WhatsApp Flows is a feature that allows the creation of conversational flows within WhatsApp. Some examples include automated responses, conditional interactions, and navigation between different screens in a flow.
In this article, we will explain how to configure a WhatsApp Flow in your flow-based chatbot in Customer Cloud.
Flow example
The flow above, in Portuguese, demonstrates the use of WhatsApp Flow after identifying the customer's topic of interest.
Imagine that your company operates in the insurance sector and you have created a WhatsApp Flow that allows users to customize and purchase a plan directly through the app.
In the Customer Cloud chatbot, upon receiving a message from the customer, the bot initiates the interaction by asking the reason for contact. If the customer selects the option "Purchase insurance," they will be automatically directed to the configured WhatsApp Flow, where they can proceed with customizing and subscribing to the plan.
Now let's see how to configure it in practice.
How to configure WhatsApp Flow in the Chatbot flow
The first step is to create the Flow directly on the Meta platform. This process involves setting up the interactive flow within WhatsApp Business, allowing users to navigate through different options and complete actions within the app itself.
You can find detailed instructions on creating Flows in Meta's official documentation: WhatsApp Flows - Meta for Developers.
After creating and configuring the Flow on Meta, follow these steps to integrate it into your chatbot on Zenvia Customer Cloud:
In the bot builder, create a new block.
Click Add content and select WhatsApp Flow from the list of available options.
Configure the required attributes. Some of these details must be obtained directly from the Meta platform, such as the Flow ID and the identifier token.
3.1 Title (optional): The title of the call-to-action message for the Flow. Example: Get your insurance in just a few steps!
3.2 Body: The main message prompting the user to start the Flow. Example: Choose the ideal plan for you and customize your coverage without leaving WhatsApp.
3.3 Footer (optional): Footer text for the Flow message.
3.4 Button: The text of the button that will open the Flow. Example: Start purchase.
3.5 ID: The unique Flow ID provided by WhatsApp.
3.6 Token: The identifier token for the Flow, generated by the brand.
3.7 Mode: "draft" for draft flow or "published" for published flow (default: "published").
3.8 Action.type: "navigate" or "data_exchange" (default: "navigate").
3.9 Action.screen: The ID of the first screen to be displayed in the flow (Required if action.type is "navigate").
3.10 Action.data (optional): Input data for the first Flow screen (must be a non-empty object).
Once these attributes are correctly filled in, the chatbot will be able to direct users to the Flow at the appropriate moment within the conversation.