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Flowella includes ready-made workflow patterns for the most common customer communication use cases. Each pattern uses Flowella’s HubSpot triggers and actions — WhatsApp Flow forms, message actions, and AI agent handoffs — and can be adapted to your own HubSpot forms and contact properties. The guides below describe the workflow logic, what you’ll need to set up, and the branching behaviour for each use case.

Booking Confirmation and Pre-Visit Requirements

Send a WhatsApp confirmation the day before a booking and collect special requirements through a structured form, with automated reminders if there’s no response.

Customer Onboarding and KYC

Welcome new customers via WhatsApp and collect onboarding or KYC data through one or more structured forms, with reminders for incomplete submissions and AI agent support.

Event Registration and Follow-Up

Manage the full event lifecycle in WhatsApp — registration, reminders, day-of messages, and a post-event feedback form with score-based branching.

Lead Qualification and Routing

Send a qualification form to new leads and route them automatically — high-value leads to a sales rep, mid-value to nurture, and early-stage to an AI agent.

Marketing Outreach and Re-Engagement

Re-engage dormant contacts with a personalised WhatsApp message and preference update form, then route them into the appropriate nurture path based on their response.

Meeting and Appointment Reminders

Send a 24-hour reminder before meetings with a one-tap confirm/reschedule/cancel form, and follow up with a morning-of reminder if there’s no response.

NPS and Customer Satisfaction Surveys

Send NPS surveys via WhatsApp, segment contacts into Promoters, Passives, and Detractors, and take automated action — from requesting reviews to opening service tickets.

Post-Visit Feedback and Review Generation

Collect feedback a few hours after a visit, invite promoters to leave a public review, and trigger service recovery for detractors — all within the same WhatsApp conversation.

Subscription and Membership Renewals

Send renewal reminders 30 days out, handle confirm/update/cancel responses automatically, and run a retention flow for customers considering cancellation.

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Workflow guide details

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What this workflow does

The day before a booking, your customer receives a WhatsApp message confirming their reservation. They tap to confirm, and if they have any special requirements (dietary needs, accessibility, celebrations), they complete a short form right there in the conversation. Their answers are written back to HubSpot as structured data. If the customer does not respond, a shorter reminder is sent a few hours later. If they still don’t respond, a task is created for a team member to follow up by phone.

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What you will need

  • A WhatsApp Flow template in Flowella for booking confirmation and special requirements (confirmation yes/no, dietary requirements, occasion, additional notes)
  • A HubSpot contact property storing the booking date and time (e.g. “Next Booking Date”)
  • A HubSpot contact property storing the contact’s WhatsApp phone number in international format

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Workflow steps

  1. Trigger — enrol contacts when their booking date is approaching. Use a contact date property trigger (e.g. “tomorrow”), a deal stage trigger when a booking is confirmed, or list-based enrolment for bookings from external systems.
  2. Send WhatsApp Template — send the booking confirmation Flow template, personalised with first name, booking date/time, and venue name.
  3. Delay until Form Completed — wait up to 12 hours (or an appropriate window before the booking).
  4. Branch — event met:
    • Update relevant contact properties with form data (dietary requirements, occasion)
    • Branch on the confirmation response:
      • “Yes, I’ll be there” → send a short confirmation message
      • “Need to reschedule” or “Need to cancel” → create a task for the team
  5. Branch — event not met (no response):
    • Send a shorter text reminder with an open invitation to reply
    • Wait 4 hours
    • Branch on whether a Text Reply is received: if yes, assign to a Customer Agent; if no, create a task for a team member to call and confirm
Tips: For restaurants, 24 hours before the booking works well. Keep the form to three to five fields. Make sure your team can see the collected properties before the visit.

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What this workflow does

When a new customer signs up or a deal closes, they receive a welcome message in WhatsApp followed by a structured onboarding form. The workflow tracks completion, sends reminders for incomplete submissions, and routes data to the appropriate teams. For customers who need help, it hands off to a Breeze Customer Agent for real-time assistance in WhatsApp.

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What you will need

  • One or more WhatsApp Flow templates for onboarding data collection (personal details, identification, preferences, compliance questions)
  • A HubSpot contact property for onboarding status (e.g. “Onboarding Status” with values: Not Started, In Progress, Completed, Stalled)
  • Contact properties to store the collected data
  • The contact’s WhatsApp phone number in international format

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Workflow steps

  1. Trigger — deal stage changes to “Closed Won”, lifecycle stage changes to “Customer”, enrolment from a sales workflow, or manual enrolment.
  2. Send welcome message — a warm WhatsApp text message letting the customer know a form is coming. Set “Onboarding Status” to “In Progress”. Add a 2-minute delay so the welcome lands before the form.
  3. Send WhatsApp Template — send the onboarding Flow template. For multi-step onboarding, send the first form here; subsequent forms are sent after each prior form is completed.
  4. Delay until Form Completed — wait up to 48 hours.
  5. Branch — form completed:
    • Update contact properties with form data
    • Set “Onboarding Status” to “Completed”
    • Send a confirmation message
    • Notify the operations or account team; create a task if manual steps are needed
    • Optionally assign to a Customer Agent for ongoing support
  6. Branch — form not completed:
    • Send a reminder and re-send the form
    • Wait another 48 hours
    • If still not completed: offer AI agent help, set “Onboarding Status” to “Stalled”, and create a task for the account manager
For multi-step onboarding, repeat the send → wait → branch pattern for each form, tracking progress with a property like “Onboarding Step” (e.g. “1 of 3 Complete”).Compliance note: If you’re collecting KYC or regulated information, ensure your data processing agreements cover the Flowella-to-HubSpot data flow. For highly sensitive data (full ID numbers, document uploads), consider directing customers to a secure portal rather than WhatsApp.

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What this workflow does

When a contact expresses interest in an event, they receive a registration form in WhatsApp. Once registered, they receive automated reminders leading up to the event. After the event, they receive a feedback form with score-based branching. The entire journey runs in WhatsApp.

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What you will need

  • A WhatsApp Flow template for registration (attendance, dietary needs, session choices)
  • A second WhatsApp Flow template for post-event feedback (rating, highlights, suggestions)
  • HubSpot contact properties for event registration status, event name, and event-specific data
  • A custom date property for the event date

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Workflow steps

  1. Trigger — web form submission, Click-to-WhatsApp ad or QR code (Text Reply trigger), list-based enrolment for invited contacts, or manual enrolment for VIP guests.
  2. Send registration form — personalised with first name, event name, event date, and event location or link.
  3. Delay until Form Completed — wait up to 7 days.
  4. Branch on registration response:
    • “Yes” (confirmed) → set status to “Registered”, send confirmation message, proceed to reminder sequence
    • “Maybe” (tentative) → set status to “Tentative”, send holding message, proceed to adjusted reminder sequence
    • “No” (declined) → set status to “Declined”, send acknowledgement, end or enrol in future events list
    • No response → send a nudge, re-send the form; if still no response, set status to “No Response” and end
  5. Pre-event reminders:
    • 1 week before: key event details
    • 1 day before (confirmed): direct reminder; (tentative): a short re-confirmation Flow
    • Morning of: a final same-day message
  6. Post-event follow-up — send the feedback Flow the day after the event. Wait up to 7 days for a response, then branch on score:
    • High (8–10): send review/share link; optionally add to early access list for future events
    • Mid (5–7): thank and acknowledge; create task if specific improvements were mentioned
    • Low (0–4): apologise; create a task for the events team; consider a goodwill gesture

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What this workflow does

When a new lead arrives — from a Click-to-WhatsApp ad, QR code, website form, or direct message — the workflow sends a short qualification form via WhatsApp. The lead’s responses are written to HubSpot as structured contact properties. The workflow then scores and routes the lead automatically: high-value leads go to a sales rep, mid-value leads enter a nurture sequence, and early-stage leads are handed to a Breeze Customer Agent.

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What you will need

  • A WhatsApp Flow template for lead qualification (budget, timeline, company size, primary need)
  • Lead scoring in HubSpot (optional but recommended)
  • Sales team members configured as HubSpot users with owner assignments
  • A Breeze Customer Agent configured in HubSpot (optional, for AI handoff)

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Workflow steps

  1. Trigger — Flowella: Form Completed (from a welcome Flow on a Click-to-WhatsApp ad), contact property change (lifecycle stage to “Lead”), Flowella: Text Reply (for direct WhatsApp enquiries), or enrolment from another workflow once a WhatsApp number is known.
  2. Send qualification form — personalised with first name, optionally including the product or service they enquired about.
  3. Delay until Form Completed — wait up to 24 hours.
  4. Branch — form completed:
    • Tier 1 (high-value): Budget over £15k + timeline “Immediately” or “Within 1 month” → set lifecycle to SQL, create a deal, assign a contact owner, notify the sales rep, create a task to contact within 1 hour
    • Tier 2 (mid-value): Budget £5k–£15k or timeline “Within 3 months” → set lifecycle to MQL, enrol in a nurture workflow
    • Tier 3 (early-stage): Budget under £5k or “Just exploring” → assign to a Breeze Customer Agent, set Lead Status to “AI Engaged”
  5. Branch — form not completed:
    • Send a follow-up message offering to chat instead
    • Wait up to 48 hours for a Text Reply
    • If reply received: assign to Customer Agent; if no reply: set Lead Status to “Unresponsive” and end (optionally enrol in email nurture)
Tip: Keep the qualification form to four or five questions. Let the sales rep or AI agent gather additional detail in conversation.

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What this workflow does

Contacts who have not engaged with your business for a defined period receive a personalised WhatsApp message inviting them back. The message includes a preference update form that lets them tell you what they’re interested in. Based on their response, the workflow updates their contact record and routes them into the appropriate nurture path. Contacts who don’t respond are flagged for review or suppression.

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What you will need

  • A WhatsApp Flow template for preference collection (interests, preferred contact frequency, product categories)
  • A HubSpot active list identifying dormant contacts (e.g. “Last Activity Date is more than 90 days ago” and “WhatsApp Phone Number is known”)
  • Optionally, a promotional offer or discount code for the outreach message

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Workflow steps

  1. Trigger — list membership (dormant contacts list) or a contact date property trigger based on last activity date.
  2. Optional: stagger sending — add a random delay (e.g. 0 to 72 hours) to avoid sending thousands of messages simultaneously, which can trigger rate limits.
  3. Send re-engagement message:
    • Approach A (preference form): send the preference collection Flow template directly
    • Approach B (offer first): send a promotional message template, then follow with the preference form only if the contact engages
  4. Delay until Form Completed — wait up to 7 days.
  5. Branch — form completed (re-engaged):
    • Update preferences (interests, contact frequency)
    • Set “Re-Engagement Status” to “Re-Engaged”
    • Send a personalised thank-you message
    • Branch on contact frequency preference and enrol in the matching nurture workflow (weekly, monthly, quarterly, or offers-only)
  6. Branch — form not completed:
    • Check whether the message was read:
      • Read but not completed: send one follow-up; if still no response after 7 days, set status to “Unresponsive”
      • Not read: set status to “Unreachable”; optionally try a different channel
Important: Create a separate opt-out workflow triggered by Flowella: Text Reply where the message contains keywords like “stop”, “unsubscribe”, or “opt out”. Update the contact’s marketing status and send a confirmation message.

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What this workflow does

Twenty-four hours before a scheduled meeting, the contact receives a WhatsApp message with their appointment details and a short form to confirm, reschedule, or cancel. The workflow updates the meeting record, notifies the relevant team member, and takes the appropriate follow-up action. If there’s no response, a second reminder is sent on the morning of the meeting.

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What you will need

  • A WhatsApp Flow template for meeting confirmation (confirm / reschedule / cancel)
  • A HubSpot contact property or meeting activity property storing the meeting date and time
  • The contact’s WhatsApp phone number in international format

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Workflow steps

  1. Trigger — meeting created in HubSpot’s meetings tool, custom date property trigger (e.g. “Next Appointment Date”), or enrolment from a booking workflow.
  2. Timing delay — add a “Delay until a date” action to pause the workflow until 24 hours before the meeting.
  3. Send WhatsApp Template — personalised with first name, meeting date, meeting time, and meeting host name or location.
  4. Delay until Form Completed — wait up to 20 hours (leaving time for a morning-of reminder if needed).
  5. Branch — form completed:
    • Confirmed → set “Meeting Confirmed” to “Yes”; send a confirmation message; optionally add a same-day reminder 2 hours before
    • Need to reschedule → send acknowledgement; create a task for the meeting host with the preferred alternative time; send an internal notification
    • Need to cancel → acknowledge the cancellation; create a task with the cancellation reason; optionally enrol in a re-engagement workflow
  6. Branch — no response:
    • Send a shorter same-morning reminder asking the contact to reply “yes” to confirm or let you know if they need to change
    • Wait up to 2 hours for a Text Reply
    • Branch on reply content: “yes” → confirm; “cancel”/“reschedule” → create task; no reply → create a task for the host or proceed as scheduled
Variations: For multi-person meetings, enrol all associated contacts so each receives their own confirmation. For recurring appointments, enable re-enrolment so the workflow runs each time the appointment date property is updated.

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What this workflow does

At a defined point in the customer journey — after a support ticket is resolved, a project is delivered, or on a recurring schedule — the customer receives a simple NPS question in WhatsApp. They select a score from 0 to 10 and optionally leave a comment. The workflow segments them into Promoters, Passives, or Detractors and takes a different automated action for each group.

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What you will need

  • A WhatsApp Flow template for the NPS survey (score 0–10, optional comment)
  • A HubSpot contact property to store the NPS score (e.g. “Latest NPS Score”, type: number)
  • A HubSpot contact property to store the NPS segment (e.g. “NPS Segment”: Promoter, Passive, Detractor)
  • A HubSpot contact property to store the survey date (e.g. “Last NPS Survey Date”, type: date)

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Workflow steps

  1. Trigger:
    • Event-based: ticket status changes to “Closed”, deal stage moves to “Delivered”, or a custom event fires
    • Time-based: “Last NPS Survey Date” is more than 90 days ago, combined with lifecycle stage “Customer” and a known WhatsApp number
    • Enrolment from a delivery or support resolution workflow
    Add suppression rules to exclude contacts surveyed in the last 90 days, contacts who have opted out, and contacts in active support tickets.
  2. Send NPS survey — personalised with first name and your company name.
  3. Delay until Form Completed — wait up to 7 days.
  4. Set survey date — regardless of completion, update “Last NPS Survey Date” to today so the contact isn’t re-surveyed too soon.
  5. Branch — survey completed:
    • Promoters (9–10): thank the customer; after a 1-day delay, send a follow-up message with options to leave a review, provide a testimonial, or make a referral; set a “Promoter Opportunity” property
    • Passives (7–8): thank the customer and acknowledge the feedback; if a comment was left, create an internal task for the account manager; optionally enrol in a nurture sequence
    • Detractors (0–6): apologise; create a service ticket with the score and comment; send an internal notification; if no comment was left, send a follow-up form asking what went wrong; optionally assign to a Customer Agent for immediate support
  6. Branch — survey not completed:
    • Send one gentle reminder after 7 days
    • End the workflow — do not send further survey reminders
Dashboard tip: with NPS data in HubSpot properties, you can build reports tracking overall NPS score, score trends over time, response rate, segment distribution, and score by lifecycle stage or owner.

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What this workflow does

A couple of hours after a customer’s visit, they receive a short feedback form in WhatsApp asking them to rate their experience from 0 to 10 and leave an optional comment. Based on their score, the workflow takes one of three paths: Promoters (9–10) are thanked and invited to leave a public review; Passives (6–8) are thanked and their feedback is noted internally; Detractors (0–5) receive an apology, a follow-up form to capture what went wrong, and a service recovery action. The entire journey happens in the same WhatsApp conversation.

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What you will need

  • A WhatsApp Flow template for the initial feedback form (rating 0–10, optional comment)
  • A second WhatsApp Flow template for the detractor follow-up form (what went wrong, how to make it right)
  • A HubSpot contact property for the visit date/time (or a deal stage indicating the visit has occurred)
  • Your public review page URL (Google Business, TripAdvisor, Trustpilot, etc.)

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Workflow steps

  1. Trigger — deal stage moves to “Completed” or “Visited”, date property trigger after the visit date has passed, or enrolment from a booking confirmation workflow.
  2. Timing delay — add a delay at the start. For restaurants, 2 hours after the booking end time works well. For hotels, the morning after checkout is more appropriate.
  3. Send feedback form — personalised with first name and visit date or venue name.
  4. Delay until Form Completed — wait up to 48 hours.
  5. Branch — form completed:
    • Promoters (9–10): send a thank-you message with the review link; set “Feedback Segment” to “Promoter”; optionally enrol in a loyalty or referral workflow
    • Passives (6–8): send a thank-you; set “Feedback Segment” to “Passive”; if specific feedback was left, create an internal task for review
    • Detractors (0–5): send an apology; send the follow-up detractor form; wait up to 24 hours for a response; branch on recovery preference:
      • “Discount on next visit” → send a message with the discount code
      • “Manager callback” → create a task for the venue manager
      • “Nothing needed” → send a closing message
      • No response → create a task for the team
    • Set “Feedback Segment” to “Detractor” and create a service ticket
  6. Branch — form not completed:
    • Send one gentle nudge after 48 hours
    • End — two attempts is sufficient for feedback collection
Tip: keep the initial form to one or two fields. Send the review link immediately after a high score, while the positive experience is fresh.

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What this workflow does

Thirty days before a customer’s subscription or membership is due for renewal, they receive a WhatsApp message with their renewal details and a simple form: renew, update details, or indicate they want to cancel. Customers who confirm are processed immediately. Those signalling cancellation receive a retention offer. Those who don’t respond receive two further reminders at 14 days and 7 days before expiry.

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What you will need

  • A WhatsApp Flow template for renewal confirmation (renew / update details / considering cancellation)
  • A second WhatsApp Flow template for retention (reason for cancellation, retention offer acceptance)
  • A HubSpot contact property storing the renewal date (e.g. “Subscription Renewal Date”, type: date)
  • A HubSpot contact property for subscription status (e.g. “Subscription Status”, type: dropdown)
  • The contact’s WhatsApp phone number in international format

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Workflow steps

  1. Trigger — contact date property trigger when “Subscription Renewal Date” is 30 days from now. Enable re-enrolment so the workflow runs each renewal cycle.
  2. Send first renewal reminder (30 days out) — personalised with first name, subscription type, renewal date, and price or plan details.
  3. Delay until Form Completed — wait up to 14 days.
  4. Branch — form completed:
    • “Renew my subscription” → set “Subscription Status” to “Renewal Confirmed”; send a confirmation message; update the renewal date to the next cycle; end
    • “I need to update my details” → send an acknowledgement; assign to a Customer Agent to handle the update conversationally; create a task to verify; re-enrol in a short follow-up workflow to re-send the renewal form
    • “I’m thinking about cancelling” → send an empathetic message; send the retention form; wait up to 7 days:
      • “Discounted rate” → send the offer and a confirmation link
      • “Pause instead of cancellation” → confirm the pause option; create a task for the account team
      • “Different plan” → send alternative options; assign to Customer Agent to discuss
      • “Nothing” or “Speak to someone” → create a task for a team member to call; send a WhatsApp message confirming someone will be in touch
      • No response to retention form → create a task for personal follow-up
  5. No response to first message (14 days):
    • Send a second, lighter reminder noting that no action is needed to continue
    • Wait up to 7 days for a Text Reply
    • If reply received: assign to Customer Agent; if no reply: proceed to the final reminder
  6. Final reminder (7 days before renewal):
    • Send a brief heads-up message
    • Wait 7 days
    • If auto-renewal is enabled: the subscription renews automatically; send a WhatsApp confirmation
    • If manual renewal is required: create a task for the account team
Tips: start communications at 30 days so customers have time to consider their options. Frame renewal as the default if your terms allow auto-renewal (“no action needed to continue”). Offer only retention options you can actually fulfil — a dishonest retention attempt damages trust more than a clean cancellation.