Help your customers get more done with WhatsApp Flows

In 2025, consumers have come to expect frictionless experiences. At the store, we use tap-to-pay to check out without ever having to pull out our wallet. We place a mobile order for our coffee when we’re running late, so we can skip the line. And we have our payment information stored in all of our favorite apps, so we can place delivery orders or checkout without having to get off the couch to grab our wallet. We love these experiences because they're efficient—they make it easier to accomplish tasks and they give us time back in our day so we can spend more time doing the things we love.

Now, frictionless experiences are available on the world's most popular messaging app: WhatsApp. Read on to learn how you can leverage WhatsApp Flows to boost retention, increase customer satisfaction, and drive more conversions.

What are WhatsApp Flows?

WhatsApp Flows allow you to facilitate convenient, seamless interactions with your customers using versatile, customizable forms. With this feature, you can easily collect sign-ups, conduct surveys, recommend products, help your customers book services, capture leads, and more—all directly within a WhatsApp conversation.

This feature is a game-changer for marketers across industries, but it’ll be especially useful for retail, financial services, and travel brands. Let’s take a look at some top use cases:

• Retail & eCommerce: Instead of directing customers to your app or website to browse products they may or may not be interested in, create a concierge-style experience by sending personalized offers directly within the WhatsApp thread based on preferences they’ve provided. After a purchase, utilize a WhatsApp Flow to collect sign-ups for a loyalty program or newsletter.
• Financial Services: Imagine issuing a new credit card to a pre-qualified customer in minutes, directly within a WhatsApp thread. Consider leveraging WhatsApp Flows to survey customers about their recent experiences with your brand.
• Travel: Make the lead-up to a vacation as effortless and stress-free as possible by enabling customers to book their travel directly within a WhatsApp thread. Provide personalized recommendations for flights, hotels, and more, and let them make reservations directly within the WhatsApp conversation. After booking, gauge their likelihood of recommending your brand to a friend through a satisfaction survey.

WhatsApp Flows aren’t just better for consumers; they’re better for marketers, too. With WhatsApp Flows, brands can collect more robust zero-party customer data, allowing them to create highly tailored experiences based on a deeper understanding of their customers. After all, better customer data equals more relevant customer experiences. Imagine a travel brand collecting information about a new customer’s preferences during onboarding, such as what type of travel they’re planning or their favorite hotel chain, in order to show them highly personalized travel deals.

Leverage the power of WhatsApp Flows in Braze

Make it easy for your customers to get things done.

With daily life moving at a mile a minute, consumers want efficient interactions where they are—whether that’s on a social platform or a messaging app like WhatsApp. Facilitating convenient, seamless interactions that feel like in-app experiences used to be a challenge for marketers on WhatsApp, requiring creative workarounds or clever use of two-way messaging. However, with WhatsApp Flows, you can easily incorporate quick, intuitive forms into your marketing or utility messages. This means that your customers will not need to leave WhatsApp to complete high-value actions—like signing up for a loyalty program, applying for a credit card, or providing feedback after a purchase.

Accomplish a wide variety of use cases.

WhatsApp Flows open up a ton of new cases that weren’t possible on the channel before, allowing you to better meet your customers’ needs while driving stronger business results. While this isn’t an exhaustive list of use cases, it’s a good menu to start selecting from. Consider including WhatsApp Flows as part of your WhatsApp messaging strategy to:

• Conduct surveys
• Collect sign-ups and capture contact information for promotions, events, loyalty programs, newsletters, and more
• Gather customer feedback, such as likelihood to recommend to a friend
• Provide customer support
• Capture leads for a pre-approved loan or credit card
• Provide insurance quotes
• Send personalized offers based on customer selections
• Help customers book services for appointments, consultations, reservations, and more

Setting up any of the above use cases doesn’t need to be intimidating. With WhatsApp Flows, you can use versatile no-code forms, including 10+ pre-built flows, to quickly spin up immersive experiences. There’s a fully customizable option, too, so you can mix and match different types of form options to accomplish an entirely custom interaction.

Extend key interactions beyond your app or website.

Driving customers to complete an action in your app or website is great–when they’re already there. But if they’re actively engaging with you on WhatsApp already, directing them off the platform adds friction and can result in lower conversion rates. WhatsApp Flows help you minimize platform switching, enabling customers to complete important tasks without ever leaving WhatsApp. Take a look at user workflows and actions you’ve historically reserved for your app or website, and see if you can leverage this new feature to bring those experiences to WhatsApp. WhatsApp can handle multi-step and multi-selection tasks, so chances are you can probably execute a similar (or even better) customer experience on the platform—and get better conversion rates, too.

Get to know your customers more deeply.

Two-way messaging on WhatsApp is great, but formatting and saving the information you collect from customers isn’t always easy. It can be error-prone and lack the advanced capabilities required for more complex use cases, like capturing contact information and dates or conducting multi-question surveys. Now, you can take advantage of easier, more structured ways of collecting valuable first-party customer data to build richer customer context. Not only does this enable more robust exchanges, it also powers stronger personalization on WhatsApp and other channels in the future, informed by your deeper knowledge of each customer. Braze makes it easy for you to seamlessly store and use the customer data you collect within WhatsApp Flows to support future personalization on other mobile and web channels. That allows brands to easily orchestrate more consistent experiences on WhatsApp and other channels with content that reflects each customer’s preferences and behavior.

Final thoughts

With Braze, adding WhatsApp Flows into your marketing or utility messages is easy. Simply build WhatsApp Flows within the WhatsApp Business Manager and they’ll automatically sync to Braze.

In Braze, WhatsApp Flows can be sent within a template message or a response message by adding the flow behind a button. For example, an eCommerce brand looking to drive more loyalty program sign-ups could add a flow to a personalized marketing template message. Alternatively, they could add the loyalty sign-up flow to a response message after asking a customer to rate their latest purchase. Once your customer responds to a Flow, you can respond in real time with a product recommendation, confirmation, follow-up question, or any other message based on your customers’ selections. The best part? Response messaging is free of charge, so you can have robust conversations while keeping your channel spend in check.

WhatsApp Flows are now in Early Access from Braze. To learn more about how to leverage WhatsApp Flows in your WhatsApp and cross-channel marketing strategy, reach out to the Braze team.