Flows is a built-in feature in Kommo that enables businesses to send forms to customers directly in WhatsApp. Customers can open and fill out these forms without being redirected to external services.
Benefits of Flows
Seamless User Experience: Forms are completed within WhatsApp, eliminating the need for third-party platforms. Versatile Use Cases: Flows can be used for lead generation, product recommendations, feedback collection, and other structured communications. Efficient Data Collection: Information received from Flows is automatically stored in the corresponding CRM fields in lead, contact, or company cards. Currently, Flows are implemented as a new type of Marketing and Utility WhatsApp templates. This means that creating and sending Flows is only available in templates.
Requirements for Using Flows
WhatsApp Cloud API Integration: Flows templates are supported only through WhatsApp Cloud API, requiring a connected number.
Verified Business Portfolio: Users must have a verified Facebook Business account.
Meta Approval: Flows templates must be submitted for review and approved by Meta before use.
Limitations of Flows
Flows inside templates cannot be edited after submission for review. Templates containing Flows cannot be edited from the feed. If a Flow template is sent via a non-WhatsApp integration, only the text message will be delivered; the Flow will be omitted. Creating a Flows Template
Navigate to Settings > Communication Tools > Chat Templates and click Add a new template. Enter a Template Name, select WhatsApp as the template type, and choose Marketing or Utility as the category. Select Flows as the template type. Click Create Flow to proceed to the Flow configuration.
After that the screen with preset selection will appear. Currently presets are not supported, only custom Flows are available and it is selected automatically. Press Create to continue. On the Flow configuration screen: Add or remove screens (maximum 8 screens per Flow). Also it’s possible to change the order of them. Add Fields (data-entry components linked to CRM fields) and Additionals (text elements or images without CRM linkage).
Adding images as Additionals currently is not supported Customize field titles, instructions (max 80 characters), and mandatory status. Ensure the form meets the following validation rules before saving: Each screen must contain at least one component. All fields and buttons must have labels. If an image component is added, an image must be uploaded.
Save the Flow. Users can return later to edit an incomplete Flow.
Customizable Field and Additional Text Options
Fields Customization:
Users can customize the following aspects of fields in the form:
When selecting a field from the list, it is automatically added to the form with the same name as in the CRM. The user can rename it within the form, but this change will not affect the CRM field name. Max length: 20 characters for most fields, 30 characters for some. By default, this field is empty. The instruction appears under the field for the end recipient. Max length: 80 characters. Required/Optional Toggle: Determines whether the field must be filled in. By default, all fields are set as required. Additional Text Customization:
Only the text content can be customized.
Max Lengths:
Large Heading: 80 characters Small Heading: 80 characters Captions: 4,096 characters Body Text: 4,096 characters Supported Field Types in Flows
Kommo supports the following field types:
Text (Short Answer in Meta, Short Text in CRM) Email (Email in Meta, Email in CRM) Numeric Value (Number in Meta, Numeric in CRM) Phone (Phone in Meta, Phone in CRM) Paragraph (Paragraph in Meta, Long Text in CRM) Date Picker in Meta, Date in CRM Radio Button (Single Choice): Select in Meta → Radiobutton in CRM While CRM currently supports only the above field types, templates may include additional field types that are not yet fully supported in Kommo but can still be part of the form:
(Date Picker in Meta → Date in CRM) Radio Button (Single Choice): (Select in Meta → Radiobutton in CRM) Checkboxes (Multiple Choices): Meta supports both radio buttons (single choice) and checkboxes (multiple choice), while CRM differentiates between single and multiple selectors. Since checkboxes with multiple choices are not a separate field type in CRM, they are converted as multiple select fields in CRM. Dropdown (Single Choice Selector): (Dropdown in Meta → Select in CRM) Opt-in Checkbox ("I agree with…"): (Opt-in in Meta → User Terms in CRM) Handling Responses from Flows
Responses are saved in the corresponding fields in the lead/contact/company card. If a CRM field already contains data, the new response replaces it. For phone and email fields, new responses are stored in a newly created field if they do not match existing values. If a CRM field is deleted before receiving a response, the response will not be recorded. Responses are received alongside the customer’s message, visible only to CRM users.
Sending Flows Templates
From the Feed
Flows templates cannot be edited in the feed (indicated by a lock icon).
If sent via a non-WhatsApp integration, only the text message is delivered, excluding the Flow. Buttons are visible in unsent templates but are not displayed in the sent state. From Salesbot
Salesbot can send templates with Flows (Choose Message step in bot and then choose the template) The Flow template has one exit via a button and standard exits (e.g., no answer, different answer). From Broadcasting
Flows templates can also be sent via the Broadcasting feature.
Flows
