Customers open WhatsApp because it feels conversational. A flow fails when it behaves like a long form with no context or human exit.
1. Begin with recognition
Confirm the brand and why the customer is in the conversation. If the journey follows an Instagram campaign, preserve that context.
- Use a clear greeting.
- Explain what the flow can help with.
- Do not present too many options at once.
2. Keep choices meaningful
Buttons should represent real customer goals such as view products, get pricing or talk to sales—not internal department names.
- Prefer three strong options over eight vague ones.
- Use lists for larger, structured selections.
- Include “Something else” where appropriate.
3. Preserve an escape route
Customers need a way to type freely, go back or request a human. The system should recognise when the configured flow is no longer useful.
4. Finish with certainty
Tell the customer what happened: catalogue shared, request recorded, appointment pending or salesperson notified. Never end on an unanswered question.