At a glance
How it works
The diagram shows how a lead moves from the first message to a tier, or to No response.Before you start
- Connect Flowella to HubSpot. See HubSpot setup.
- Use a contact-based workflow. Flowella’s actions run on contacts only.
- Store WhatsApp numbers in international format. See Phone number format.
- Make sure leads agreed to hear from you on WhatsApp, for example with a consent checkbox on your website form. See Meta’s opt-in guidance.
- Build a HubSpot form with the four questions below and sync it to a WhatsApp Flow. See Flows.
Create the templates
In both templates,{{1}} is the contact’s first name, and the Flow button opens the qualification Flow.
Both templates are Marketing: they move a prospect towards a sale, rather than serving an order or account the contact already has. Meta makes the final decision on categories. See Meta’s template categorisation guidelines.
Build the workflow
1
Set the trigger
Create a contact-based workflow. For website leads, use HubSpot’s own form submission trigger. Don’t use Form Completed for website forms: it fires only when someone submits a WhatsApp Flow. For people who message you from an ad or QR code, use the Text Reply trigger. Add filters that let only new leads in, such as Lifecycle Stage is Lead and Lead tier is unknown. Flowella creates contacts for new chats without a lifecycle stage, so for ad and QR leads also allow Lifecycle Stage is unknown.
2
Send the form
Add Send WhatsApp Template with the qualification template. Map the contact’s WhatsApp number property and Template Variable 1 to the first name.
3
Wait for the answers
Add Delay until event for Form Completed, filtered on Form Name equal to your qualification form’s name. Set the maximum wait to 24 hours.
4
Thank the lead
On the completed path, add Send WhatsApp Message with a short thank-you. Plain text works here because the Flow submission opened the 24-hour window, the 24 hours after a contact’s last message when you can send without a template.
5
Branch on the answers
Add a Branch on the properties the form wrote. The Form Completed event records only the form name and source. HubSpot uses the first branch that matches, so keep this order:
- Tier 1: Budget is Over £15,000 and Timeline is Within a month or 1 to 3 months. Add Edit record to set Lifecycle Stage to Sales Qualified Lead and Lead tier to Tier 1. Assign an owner, then add Create task for them to call within the hour.
- Tier 2: Budget is £5,000 to £15,000, or Timeline is 3 to 6 months. Add Edit record to set Lifecycle Stage to Marketing Qualified Lead and Lead tier to Tier 2.
- Tier 3: every other lead. Add Edit record to set Lead tier to Tier 3.
6
Follow up once
On the timed-out path, add Send WhatsApp Template with the follow-up. Use a template, because the 24-hour window may be closed. Add Delay until event for Form Completed with the same filter, up to 48 hours, and connect its completed path to the thank-you step. On its timed-out path, add Edit record to set Lead tier to No response.
Test the workflow
- Submit your website form with your own WhatsApp number.
- Complete the Flow with Tier 1 answers. Check Lifecycle Stage, Lead tier and the task on the contact.
- Repeat with Tier 3 answers, then with a contact who ignores the form. A failed send shows Flowella’s reason and error code in the workflow history.
Troubleshooting
Variations
- Ad leads: send people from a Click to WhatsApp ad into this workflow, and track the source with UTM tracking.
- A deal for Tier 1: add HubSpot’s Create record step to open a deal for the rep.
Related
- Web contact follow-up: collect enquiry details after a short website form.
- Form design best practices: write questions that work well in WhatsApp.
- HubSpot workflow actions: every Flowella trigger and action.