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WhatsApp Flows: In-App Appointment Booking with Stack

WhatsApp Flows in Stack allow businesses to create interactive, guided conversations within WhatsApp. These flows enable structured, multi-step interactions to collect information, provide choices, and guide users through processes like booking appointments.

Table of Contents​

Benefits of Using WhatsApp Flows for Appointment Booking​

  • Reduced Friction: Complete the booking process entirely within WhatsApp, avoiding the need for external websites or apps.
  • Familiar Interface: Users are comfortable with WhatsApp, making the process more user-friendly.
  • Immediate Interaction: Start booking directly from a conversation, capturing user interest instantly.
  • Personalization: Pre-fill user details for a seamless experience.
  • Faster Load Times: Operates within WhatsApp, ensuring quick interactions.

Creating an Appointment Booking Flow​

  1. Navigate to Flows:

    • Go to Settings > WhatsApp > Flows.

  2. Create a New Flow:

    • Select Create New Flow.
    • Enter a Flow Name and choose the Calendar for booking appointments.

  3. Arrange Form Fields:

    • Use the default form fields for the booking process.

  4. Customize and Publish:

    • Add Header, Body, Footer, and Button Text.
    • Click Publish.

Note: Calendars with payment options are not supported, as WhatsApp does not currently process payments.

Sending WhatsApp Flows Through Templates​

  1. Create a Template:

    • Go to WhatsApp > Templates > Create Template.

  2. Configure the Template:

    • Add a Template Name, Category, Language, Header Text, Body, and Footer.

  3. Link to Flow:

    • Add a Button and select Flow to connect it to your WhatsApp Flow.

Sending WhatsApp Flows from Workflows​

Option 1: Using a WhatsApp Template​

  1. Create a Workflow:

    • Navigate to Automations > Create Workflow > Start from Scratch.

  2. Select WhatsApp Action:

    • Choose a template with the WhatsApp Flow for appointment booking and Save Action.

Option 2: Using an Open Conversation​

  1. Create a Workflow:

    • Navigate to Automations > Create Workflow > Start from Scratch.

  2. Add Actions:

    • Click the + button and select WhatsApp: Customer Service Window Check. Then, Save Action.
    • Under the Open Branch, choose WhatsApp: Send Flows and select the desired WhatsApp Flow.
    • Save Action.

Note: Recurring calendar events are not supported through WhatsApp Flows.

Frequently Asked Questions​

How do I send a WhatsApp Flow for Appointment Booking?​

  • Using a WhatsApp Template:

    • Go to Automations > Create Workflow > Start from Scratch.
    • Select WhatsApp Action, choose the template with the WhatsApp Flow, and Save Action.

  • Using an Open Conversation:

    • Go to Automations > Create Workflow > Start from Scratch.
    • Click the + button, select WhatsApp: Customer Service Window Check, and Save Action.
    • Under the Open Branch, select WhatsApp: Send Flows and choose the WhatsApp Flow. Save Action.

What are the key benefits of using WhatsApp Flows for Appointment Booking?​

  • Reduced Friction: Everything happens inside WhatsApp, leading to a smoother booking experience.
  • Pre-filled Customer Details: Automatically fills in critical information like name, email, and phone number.
  • Increased Engagement: Guided conversations help reduce confusion and increase completion rates.
  • Faster Load Times: Interactions happen directly within WhatsApp.
  • Free Conversations: The first 1,000 service conversations for appointment booking are free each month.

What limitations should I be aware of with WhatsApp Flows for Appointment Booking?​

  • No Payment Processing: Appointments requiring payments cannot be booked through WhatsApp Flow.
  • Custom Fields: Only default form fields are supported.
  • Recurring Appointments: Not supported.
  • Guest Support: Guest booking functionality is not available.

How can I create a personalized appointment booking experience using WhatsApp Flows?​

  • Use customer-specific data fields like name, email, and phone number, which are automatically pre-filled.
  • Customize messaging templates with variables that match customer preferences for a tailored experience.

Are there any costs associated with sending WhatsApp Flows for appointment booking?​

The first 1,000 service conversations for appointment booking using WhatsApp Flows are free each month. After that, charges may apply based on WhatsApp's pricing model.