Create WhatsApp Forms to Collect Information from Customers

Create WhatsApp Forms to Collect Information from Customers

Introduction

WhatsApp Forms allow you to collect information directly from customers within WhatsApp, making it easier to gather leads, feedback, survey responses, registrations, and other customer details. With the WhatsApp Forms feature of AiTrillion, you can create customized forms, add multiple field types, and automatically capture responses without requiring customers to leave the conversation. This helps streamline data collection, improve customer engagement, and simplify follow-up communication.

Here are the steps to create a WhatsApp form:




Step 2: Click on Create form



Step 3: Now, you will get options to configure the basic information and behavior of your WhatsApp form. 




The settings include:

Form Name: Enter an internal name for the form. This name is used for reference within the admin panel and is not visible to customers.

Title (Shown to Customer): Enter the title that customers will see when the form is displayed in WhatsApp. Use a clear and descriptive title to let customers know the purpose of the form.

Submit Button Text: Customize the text displayed on the form's submit button. For example, you can use Submit, Send, Register, or Get Started.

Category: Select the category that best matches the purpose of your form. Categories help organize and identify forms more easily. Available categories include:

  • Lead Generation – Collect contact details and inquiries from potential customers.
  • Feedback – Gather customer opinions, suggestions, and reviews.
  • Appointment – Allow customers to request or schedule appointments.
  • Survey – Collect responses for questionnaires and research purposes.
  • Other – Use for forms that do not fit into the above categories.

Create Customer on Submission: Enable this option to automatically create a new customer record or update an existing customer record when a form is submitted.

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Note: When the "Create Customer on Submission" option is enabled, the form must include an Email field. This is required to create or update customer records successfully.



Step 4: Click on Add field.



The following settings are available in Add field section:

Field Type: Select the type of field you want to add to the form. Available field types include:
  • Text Input – Collect short text responses such as names, email addresses, or phone numbers.
  • Text Area – Collect longer responses such as feedback, comments, or descriptions.
  • Dropdown – Allow customers to select a single option from a list.
  • Radio Buttons – Display multiple options where customers can select one option.
  • Date Picker – Allow customers to select a date.
Label: Enter the question or field name that will be displayed to customers. Example: First Name, Email Address, Preferred Appointment Date.
Placeholder / Helper Text: Add instructional text that appears inside the field to guide customers on what information to enter.
Map to Customer Field: Map the form response to an existing customer field. When Create Customer on Submission is enabled, the submitted value can automatically populate the selected customer field. You can also map with the existing custom customer fields or create a new custom field. You can also select Do not map if you do not want to save the response to a customer profile field.
Required Field: Enable this option to make the field mandatory. Customers must complete the field before submitting the form.
Text Input Field Settings: When Text Input is selected, the following additional settings are available:
Input Format: Choose the type of data the field should accept:
  • Plain Text – General text input.
  • Email – Validates email addresses.
  • Phone – Validates phone numbers.
  • Number – Accepts numeric values only.
  • Password – Masks entered characters.
  • Passcode – Accepts secure code entries.
Minimum Length: Specify the minimum number of characters required.
Maximum Length: Specify the maximum number of characters allowed.
Text Area Field Settings: Use this field type when customers need to provide detailed responses, such as:
  • Feedback
  • Comments
  • Suggestions
  • Additional information

Text Area fields support:

  • Label
  • Placeholder / Helper Text
  • Customer Field Mapping
  • Required Field

Dropdown Field Settings: Use a Dropdown field when customers need to select one option from a predefined list.

Radio Button Field Settings: Use Radio Buttons when you want customers to see all available options and select one.
Options: Add the choices customers can select from.
Add Option: Click + Add option to add more choices.
Delete Option: Remove unwanted options using the delete icon.
Date Picker Field Settings: Use the Date Picker field to collect date-based information, such as: Appointment dates, Birth dates, Event dates
Date Picker fields support:
  • Label
  • Placeholder / Helper Text
  • Customer Field Mapping
  • Required Field



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Note: A maximum of 10 fields can be added to a single WhatsApp form.

Step 5: Once you have added all the fields, you can check the preview and click on Submit for approval.


Now, you can send the WhatsApp form to the customers using workflow.

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To learn how to send the WhatsApp form to the customers, Click here.


Important Notes

  • WhatsApp Forms can be used for multiple purposes, including lead generation, surveys, feedback collection, appointment requests, and customer registrations.
  • If you enable Create Customer on Submission, make sure to add an Email field to the form. Submissions without an email address cannot create or update customer records.
  • Use the Map to Customer Field to automatically save form responses to customer profiles, reducing the need for manual data entry.
  • Choose the appropriate Input Format (Email, Phone, Number, etc.) to improve data accuracy and ensure customers enter valid information.
  • Keep form questions concise and relevant to encourage higher completion rates.
  • Preview the form before submitting it for approval to ensure all fields, labels, and button texts are displayed correctly.
  • Required fields help ensure that essential information is collected before customers can submit the form.
  • A maximum of 10 fields can be added to a single WhatsApp form.

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