WhatsApp Forms

A WhatsApp form is a form that the customer opens and fills in inside the WhatsApp chat. The customer does not need to open a website.

Use a form to take orders, book appointments, collect lead details, or ask for a rating. The customer's answers arrive in the Inbox. Konektor can also fill in lead data from those answers.

Requirements

• You have an active official WhatsApp Business number or a Kapso number.
• Forms are turned on for your account. If the WhatsApp forms menu is missing, contact the Konektor team.
• You are an owner or an admin to create and publish forms. Regular team members can send forms from the Inbox.

Create a form

1. Open Conversations > WhatsApp forms.
2. Pick the WhatsApp number if you have more than one.
3. Click Create form.
4. Fill in Form name and pick a Category. Only your team sees the name.
5. Pick one way to build the form.
6. Click Create draft.

A form that asks another system for data is not supported.

Form limits

Field types: Short text, Long text, Email, Phone number, Number, Dropdown list, Pick one, Pick several, Date, and Consent.

The field name is the key of the answer. Choose a clear name, such as nama or kota.

Form status

Publish a form

1. Open WhatsApp forms.
2. Click Publish on a form with the Draft status.
3. Click Yes, continue.

WhatsApp checks the form when you publish it. If WhatsApp refuses, there are two possible causes.

• The form content has a problem. The list shows the number of problems. Click that number to see the lines that are wrong. Fix the draft, then publish again.
• WhatsApp refuses and lists no problem in the form content. The cause is usually your WhatsApp Business account. Check the account status and notices in WhatsApp Manager. For example, look for a number that is not connected to the account, or a restriction on the account. Then publish again. Contact the Konektor team if it still fails.

You cannot change a published form. Click the menu on the form row, then pick Copy and edit. Konektor makes a new draft from that form. The old form stays published until you retire it.

To retire a form, pick Retire. Customers who already have the form can still fill it in. You can delete only a form with the Draft status.

Send a form from the Inbox

1. Open a conversation in the Inbox.
2. Click Send form under the message box.
3. Pick a published form.
4. Change the Text above the button and the Button text if you want.
5. Click Send.

The customer gets a message with one button. The button opens the form.

The Send form button shows while the 24-hour reply window is open. If the window is closed, send a template first. See WhatsApp Message Templates.

The AI Agent sends forms

In auto-reply mode, the AI Agent can send a published form. The AI Agent sends a form when the customer must give details, for example to book. The AI Agent does not send a form that is a draft or that is retired.

The AI Agent activity history records the send with the label Send form.

Read the answers

The customer's answers show in two places.

• Inbox. The customer message shows the Form label and a list of answers. Each answer has the label of its field.
• WhatsApp forms. Click View answers on a published form. The table shows up to 50 of the newest answers, with one column for each question.

Answers are stored encrypted. Only owners and admins open the answers table. Team members see the answers in the conversations they handle.

Fill in lead data from the answers

1. Click the menu on the form row.
2. Pick Set up answers.
3. Under Fill lead data from the form, pick the form field for Lead name, Lead email, Lead city, and Lead note.
4. Under After the form is sent, pick a new status for the lead, or enter a tag to add.
5. Click Save.

These rules apply to the lead that already exists for that chat. A customer who sends the form twice does not change the lead a second time.

• A field that the customer leaves empty does not change the lead.
• A one-word name replaces only the first name. A last name that the lead already has stays.
• The city fills in only when the lead has no address.
• The lead status only goes up. A form never moves a lead to a lower stage.
• If saving the lead data fails, the answers still arrive in the Inbox.

Use Claude

Claude, connected through the Claude connector, can draft forms, publish them, send them to customers, and read the answers. Claude asks for your approval before it publishes or sends. Claude does not see full phone numbers in the answers.

If something goes wrong

Related links

• WhatsApp Inbox
• WhatsApp Message Templates
• Quick Replies
• Claude connector