Forms

Who can use this?

• Gallabox users with Flow Builder access.
• Roles: Owners and Admins
• Plans: All plans (Basic Forms). Dynamic Forms require the Advanced plan.

Plan Availability

Feature	Basic	Essential	Advanced
WhatsApp Basic Forms	✓	✓	✓
WhatsApp Dynamic Forms	—	—	✓

What are WhatsApp Flows?

WhatsApp Flows are interactive, multi-screen forms that let customers complete tasks — like booking appointments, filling out surveys, placing orders, or submitting support requests — directly inside a WhatsApp chat, without being redirected to a website or app.

Instead of asking customers to fill out a form on a website or copy-paste information, you send them a Flow. It opens as a rich, structured interface inside WhatsApp:

• Multi-step screens with fields, buttons, dropdowns, ratings, and more
• Customers fill in their answers without leaving WhatsApp
• Submitted data is captured with the Flow response in Gallabox

WhatsApp Flows vs Bot Flows — What’s the Difference?

These are often confused. Here’s the key difference:

	Bot Flow	WhatsApp Flow
Where it runs	In Gallabox’s flow builder	Inside WhatsApp chat (rendered by Meta)
UI control	You control the look and logic	Meta controls the rendering
Customer experience	Step-by-step text/button prompts	Rich, form-like interface
Setup complexity	More complex — build full logic in Gallabox	Simpler — design in Gallabox, render in WhatsApp
When to use	Conversational journeys, AI agents	Structured data collection (forms, bookings, orders)
Triggered by	Customer message or keyword	Sent via bot flow, sequence, or template message

Think of it this way:

• Bot flows = conversations — the customer talks to your bot via text and buttons
• WhatsApp Flows = forms — the customer fills in structured fields inside WhatsApp

You can trigger a WhatsApp Flow from a bot flow — for example: a bot flow qualifies a lead, then sends a Flow to collect their address for delivery.

What You Can Build with WhatsApp Flows

Common use cases:

• Appointment booking — collect date, time, service type, and customer details
• Lead capture forms — gather company name, budget, timeline without a website form
• Order and delivery — collect delivery address and order preferences
• Support requests — let customers describe their issue and upload a screenshot
• Feedback and surveys — star ratings, NPS scores, open-text feedback
• Event registration — collect name, email, attendance preference

How WhatsApp Flows Work

1. Design the Flow in Gallabox

   You build the Flow using Gallabox’s Flow Builder — defining screens, fields, and validation rules. New Flows begin as drafts.

   Each Flow has:

   • Screens — individual steps shown one at a time
   • Fields — text input, email, phone, number, date picker, rating, dropdown, checkbox
   • Validation — required fields, format rules (e.g., valid email)
2. Publish the Flow

   When the Flow is ready, publish it. The product lifecycle is Draft → Publish.

3. Send the Flow to Customers

   Once published, a Flow is sent to customers via:

   • A bot flow — use the “Send WhatsApp Form” action node to trigger the Flow
   • A sequence step — use a template with a Flow button as a sequence step
   • A template message — link to the Flow from a pre-approved template

   The Flow appears in the customer’s WhatsApp chat as a tappable card. They tap it, fill in the screens, and submit — all without leaving WhatsApp.

Example

Scenario: You run a dental clinic and want patients to book appointments via WhatsApp without calling or using a website.

Here’s how you’d use WhatsApp Flows:

1. Create the Flow

   Create a Flow called “Book an Appointment” with these screens:

   • Screen 1: Select service (Clean-up, Filling, Whitening, Consultation)
   • Screen 2: Select preferred date (date picker)
   • Screen 3: Enter your phone number and reason for visit
   • Screen 4: Confirmation screen
2. Publish the Flow

   Review the draft, then publish it when it is ready to send.

3. Trigger it from your bot flow

   In your bot flow, add a node: “Patient asks about booking” → “Send WhatsApp Form” (your appointment Flow).

4. Send the Flow card

   When a patient asks “I want to book”, the Flow card is sent.

5. Collect the details

   The patient fills in their preferred date and details inside WhatsApp.

6. Review the submission

   The submitted details are recorded with the Flow response in Gallabox.

Best Practices

• Keep Flows short — 3–5 screens maximum. Long Flows have higher drop-off rates.
• Ask for only what’s necessary — don’t collect information you don’t need.
• Use clear labels — screen titles and field labels should be specific, not generic (“Enter your phone number” not “Phone”).
• Test thoroughly — use Simulation mode in Gallabox before publishing.
• Provide a confirmation — always show a final screen confirming what was submitted.

FAQs

How do I make a Flow available to customers?

Build and test the Flow while it is a draft, then publish it. The lifecycle is Draft → Publish.

Can I edit a Flow after publishing it?

Edit and test the Flow in Gallabox, then publish the version you want to make available.

What's the difference between a WhatsApp Flow and a bot flow with buttons?

Bot flow buttons are clickable options inside a text conversation — good for simple yes/no or menu choices. WhatsApp Flows are full multi-screen forms that render as rich, structured interfaces inside WhatsApp. Flows are better for collecting structured data (addresses, dates, form answers) that needs validation and structured storage.

Can I trigger a WhatsApp Flow from a sequence?

Yes. Sequence steps send template messages — to send a Flow, use a template that has a Flow button. The Flow card will be sent at the scheduled time to contacts who reach that step.