WhatsApp Flows: build interactive forms inside the chat

A WhatsApp Flow is an interactive form your customer completes inside the WhatsApp conversation — no website, no app, no link out. Instead of a back-and-forth of typed questions, they get proper fields: text inputs, dropdowns, date pickers, checkboxes and an opt-in, all rendered natively in the chat. Arino One gives you a visual builder for these, publishes them to WhatsApp through Infobip, and captures every submission back into your CDP.

This page covers what Flows are, how to build and publish one, the three ways to send it, and how the answers come back.

What you can use a Flow for

Anything you'd normally send someone to a web form for. Lead capture (name, email, company, interest), appointment booking (service, date, time), feedback surveys (rating, comments), order details, and support triage are the common ones. Because the form lives in the chat, completion rates are far higher than sending a link — the customer never leaves WhatsApp.

Your instance ships with three published demo flows — Lead capture, Book an appointment and Feedback survey — each with sample responses, so you can see the whole loop before building your own. The demo data clears the moment you connect a real Infobip account.

Static vs dynamic

Most flows are static: the entire form definition (the Flow JSON) is shipped up front and the answers are collected in one go. Static flows need no backend and cover nearly every use case.

Dynamic flows go further — they call a live, encrypted endpoint on your instance mid-conversation to build screens from your own data, such as showing real appointment slots or an account balance. They're powerful but carry an uptime and encryption burden, so start static and reach for dynamic only when a flow genuinely needs live data. Dynamic flows have their own guide.

Building a flow

Create a flow in Marketing → Flows — either start a blank draft and give it a machine-style name like lead_capture, or describe the form in plain English and let AI generate the Flow JSON for you as an editable draft. In the builder you add screens, and on each screen you add components: headings and body text, TextInput, TextArea, Dropdown, RadioButtonsGroup, CheckboxGroup, DatePicker and OptIn, plus a footer button that either navigates to the next screen or completes the flow on the final screen. The builder serialises everything to valid Meta Flow JSON, and a raw JSON tab stays in sync for advanced editing. The field names you choose are exactly what you'll read back later, so name them the way you want your data.

Publishing

Publishing creates the flow on Infobip, uploads and validates the Flow JSON, and registers it with WhatsApp. Validation errors come back so you can fix the JSON and republish. Once published, the flow's status turns to Published and its entry screen is stored so every send knows where to open. A published flow's definition is frozen — to change it, create a new flow.

Sending

There are several ways to send a published flow: a test send to a single number, a send to selected contacts or a group, dropping it into an open conversation from the inbox, or attaching it to a campaign. Inside the 24-hour service window the flow goes out as a free-form interactive message; outside the window it must be carried by an approved template, exactly like any other business-initiated WhatsApp message.

Reading the responses

Every submission arrives over the Infobip webhook within seconds of the customer tapping submit and lands in the flow's Responses tab, matched to the contact with a timestamp and the exact values entered. Known fields are mapped onto the contact's CDP fields by name, and a submission can fire a "flow submitted" automation — so a booking flow can trigger a confirmation, or a lead form can tag the contact and route them to the right agent. No polling, no export step.

Steps at a glance

1. Create a flowStart a new flow in Marketing → Flows, or generate one from a plain-English description with AI.
2. Build the screensAdd screens and fields (text, dropdown, date, opt-in and more); the builder produces valid Meta Flow JSON.
3. Publish to WhatsAppPublish to create and validate the flow on Infobip and register it with WhatsApp.
4. Send itSend a test, send to contacts or a group, drop it into an inbox conversation, or attach it to a campaign.
5. Read the responsesSubmissions arrive over the webhook into the flow's Responses tab, mapped to the contact and ready to trigger automations.

Frequently asked