Some conversations need more than messages. Booking an appointment, filing a request, answering a survey, or signing up means collecting several pieces of information in the right order, and doing that with free text questions is slow and error prone. A WhatsApp Flow solves that: it is an interactive form that the customer completes without leaving WhatsApp.
In HellouOne, Settings, then WhatsApp Flows shows the flows of each of your WhatsApp Cloud inboxes exactly as Meta sees them. This guide explains how to create and bring a flow in, how connections work when a flow needs your data, and the three ways a flow reaches a customer.
Create the flow in Meta, then sync it
Flows are built where Meta builds them:
Create the flow in Meta's WhatsApp Manager. Use the Manage in Meta or Open WhatsApp Manager options from HellouOne to get there. In the manager you define the screens, the fields, and the final button.
Publish the flow in Meta.
Back in HellouOne, click Sync now. The flow appears in your list with its status.
That division of work is practical. Meta is where the form is designed and approved, and HellouOne is where your team and your AI agent actually use it with customers. The sync step is what keeps both sides looking at the same list.
When a flow needs your systems: Connections
Sometimes a form needs live data while the customer is filling it in, for example the appointment times that are actually available. If your flow needs to query or save data in one of your systems while the customer completes it, that system is registered in Connections. The address and the key are stored encrypted, and only your flows and your AI agents' tools use them.
That detail matters for trust. The customer sees a simple form inside WhatsApp. Behind it, the flow can check real availability instead of offering times that were taken an hour ago, and it can save the answers where your operation already works.
Three ways a flow reaches a customer
The help guide lists three:
From a WhatsApp conversation, a human agent can send a published flow for the customer to complete.
An AI agent can send it as part of its own tool, so collecting structured information becomes one of the things the agent can do on its own.
The answers come back to the conversation and, if the flow defines it, to the contact's attributes.
That last point is where flows pay off beyond convenience. Answers do not sit trapped inside a form. They land in the conversation your team is reading, and when the flow is set up that way, they also update the contact record, so the information is still there for the next conversation.
Bookings, requests, surveys, sign ups
The guide names the classic uses: a booking, a request, a survey, a registration. All four share the same problem with plain chat. People answer in different orders, skip questions, or send information in several messages that someone then has to piece together. A form asks everything once, in order, with the fields your process needs, and the customer finishes it in one sitting without switching apps.
Flows depend on your plan. If you do not see the page, check Billing, as the guide suggests.
A good way to start
Pick one process that your team repeats every day, such as booking a visit or qualifying a request, build that single flow in WhatsApp Manager, publish it, sync it in HellouOne, and let your agents send it from real conversations. Once the answers are flowing into conversations and contact attributes, you will know exactly which form deserves to be next.
Source: this post is based on the Hellou help guide "WhatsApp Flows": https://help.hellou.ai/hc/hellou/articles/1791216503-flujos-de-whatsapp
