WhatsApp Flows

WhatsApp Flows allow you to create interactive, multi-step experiences directly within WhatsApp. Build forms, surveys, appointment booking, and other structured interactions.

note

WhatsApp Flows is a newer feature and requires WABA approval. Contact your Exotel account manager for setup.

Send Flow Message

POST /v2/accounts/<account_sid>/messages

Request Body

{
  "whatsapp": {
    "messages": [{
      "from": "your_waba_number",
      "to": "+919876543210",
      "content": {
        "type": "interactive",
        "interactive": {
          "type": "flow",
          "header": {
            "type": "text",
            "text": "Book an Appointment"
          },
          "body": {
            "text": "Schedule your consultation with our team."
          },
          "footer": {
            "text": "Tap the button to proceed"
          },
          "action": {
            "name": "flow",
            "parameters": {
              "flow_message_version": "3",
              "flow_token": "your_flow_token",
              "flow_id": "flow_abc123",
              "flow_cta": "Book Now",
              "flow_action": "navigate",
              "flow_action_payload": {
                "screen": "APPOINTMENT_FORM",
                "data": {
                  "customer_name": "John Doe",
                  "available_slots": ["10:00 AM", "2:00 PM", "4:00 PM"]
                }
              }
            }
          }
        }
      }
    }]
  }
}

Parameters

Parameter	Type	Required	Description
flow_id	String	Yes	Unique Flow identifier from WABA
flow_cta	String	Yes	Button text (max 20 chars)
flow_action	String	Yes	navigate or data_exchange
flow_token	String	Yes	Your flow authentication token
flow_message_version	String	Yes	Flow version (currently "3")
flow_action_payload	Object	No	Initial data to pass to the flow

Response

{
  "response": {
    "code": 200,
    "status": "success",
    "data": {
      "message_id": "msg_flow_001",
      "status": "sent"
    }
  }
}

---

Flow Response Webhook

When a user completes a flow, you receive the collected data:

{
  "event": "flow_response",
  "message_id": "msg_flow_001",
  "from": "+919876543210",
  "flow_id": "flow_abc123",
  "flow_token": "your_flow_token",
  "response_json": {
    "appointment_date": "2024-06-20",
    "appointment_time": "2:00 PM",
    "reason": "Product consultation",
    "preferred_language": "English"
  },
  "timestamp": "2024-06-15T10:40:00.000Z"
}

Flow Types

Type	Description	Use Case
Form	Collect structured data	Lead capture, registrations
Survey	Multiple choice questions	Customer feedback, NPS
Appointment	Date/time selection	Booking, scheduling
Product Catalog	Browse and select items	Order placement
Custom	Build any multi-screen flow	Complex workflows

Flow Actions

Action	Description
navigate	Open the flow on a specific screen
data_exchange	Send/receive data without opening a screen

HTTP Status Codes

Code	Description
200	Success
400	Bad Request — Invalid flow parameters
401	Unauthorized
403	Flows not enabled on WABA
404	Flow ID not found