By default, visitors who click your WhatsApp widget are taken directly to WhatsApp. However, adding a short lead form before the chat starts lets you collect valuable information such as names, email addresses, support requests, or product interests. This helps your sales and support teams start every conversation with more context while automatically saving the information in your CRM. In this article we tell in detail how you can add and edit forms in your WhatsApp Widget.
View this video > https://youtu.be/8COKZKgve9g?si=8zyiEaClKYePFbAO
Create Your Agents
Before creating a form, make sure you have created one or more agents, depending on your needs. You can manage your agents from the Agents tab in your account.
Once you set the agents, you can go to the Forms tab to create or edit the forms assigned to each agent.
Set your Form
Info: At the beginning of the form, you can add a short introduction explaining its purpose: “Let us know your questions, we are here to answer”, “We need this information to offer a better support” etc.
Button text: This is the text that goes to your button of initiating the WhatsApp chat. You can write “start conversation”, “initiate WhatsApp chat” etc. so the user knows they’re going to click this button and jump to WhatsApp.
Form Item: Each question should be added as a separate Form Item. In the Label field, enter the question you want to ask, such as “Please add your domain” or “Please select your country.” Then choose the appropriate Type for the response, such as Text, Time, or Date. If you want to offer dropdown answers among which the user would pick, choose “Select” as Type and enter the options in the Data field using separators “|”.
After configuring your form, click Send at the bottom of the page to assign it to the selected agent. Now, when a visitor clicks your WhatsApp Widget, they’ll complete the form. After submitting it, they’ll be redirected to WhatsApp, and all of the information they entered will be available before the conversation begins.
This is useful data for your team because they are going to know who the user is and their intent. Apart from going to WhatsApp conversation, the data is also saved in the database. To find the information, go to the “Form Data” tab in your account. Here you can see the phone number of the agent, IP, date, and value of the form that’s been submitted. You can send this data to HubSpot or download it as an excel file. This helps you keep your CRM updated so you sync users back and forth from your WhatsApp Widget in your web/landing page etc, to your CRM database.
Its unnecessary to add a form to every agent. You can choose the agent with the most leads, such as “Support Agent” that usually requires preliminary info about the conversation, to better understand the issue. Also “Sales Agent” could be useful to get to know the client and offer the best solution. “Recruiting Agents” helps clean-up the database and filter information beforehand.
To summarize the form process in a short guide;
- Log in to your account.
- Open the Forms Tab.
- Create a new form.
- Add your questions.
- Select the appropriate field types.
- Add options for Select fields if needed.
- Click Send to save and assign the form
Adding a form to your WhatsApp Widget is a simple way to collect more qualified leads, provide better customer support, and automatically save valuable information before every conversation begins.