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This workflow sends each member a WhatsApp reminder 30 days before their renewal date, with a short form to renew, update their details or say they are thinking of cancelling. The answer is saved on the HubSpot contact, your team gets a task when a member needs help or wavers, and members who don’t answer get two shorter reminders.

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At a glance

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How it works

This diagram shows the three reminders and how each answer is handled.

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Before you start

  • Connect Flowella to HubSpot and store WhatsApp numbers in international format, such as +447700900123. See Phone number format.
  • Use a contact-based workflow. Flowella’s actions only run on contacts, so copy renewal data from deals or other objects to contact properties first.
  • Only message members who agreed to receive WhatsApp messages from you. Meta requires opt-in before you message anyone.
  • Sync a HubSpot renewal form to a WhatsApp Flow and create a template from it. See Send the Flow to customers.
  • Flowella doesn’t take payments or connect to Stripe. Your billing system must create each member’s renewal link and update HubSpot when a renewal is paid, for example through its own HubSpot integration.
Create these contact properties: Don’t map Subscription renewal date into a template. Flowella sends HubSpot dates as dd.MM.yyyy HH:mm in UTC, so write the local date in Renewal summary instead.

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Create the templates

Asking a member to renew is Marketing under Meta’s template categorisation guidelines, even if the member asked for reminders. A notice that only says when an automatic renewal will be charged can be Utility. Meta makes the final decision. In every template, {{1}} is the first name and {{2}} is Renewal summary.
Don’t label a button Cancel or Stop, and don’t ask members to reply “cancel”. A tap sends the button label as a message, and CANCEL is an opt-out keyword, so the member would be opted out of every message from your number. See How keyword opt-outs work.

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Build the workflow

1

Set the trigger

Enrol contacts when Subscription renewal date is known, and turn on re-enrolment for that property so each new date starts the next cycle.
2

Wait until 30 days before

Add Delay until a date: 30 days before Subscription renewal date.
3

Send the renewal form

Add Send WhatsApp Template with the renewal form. Map Template Variable 1 to first name and Template Variable 2 to Renewal summary.
4

Wait for the answer

Add Delay until event: Form Completed, filtered by Form Name equal to your renewal form, for up to 16 days. Form Completed fires only for WhatsApp Flow submissions and records only the form name, so the next step branches on the property the form wrote.
5

Branch on the renewal choice

Add a Branch on Renewal choice. The form submission opens the 24-hour window, so plain text works here.
  • Renew my membership: Edit record to set Subscription status to Renewal requested, then Send WhatsApp Message with a thank-you and the Renewal link token.
  • Update my details: Create task for the membership team, then Send WhatsApp Message saying who will be in touch.
  • I’m thinking of cancelling: Edit record to set Subscription status to At risk, Create task for the account team to call, then Send WhatsApp Message saying when they will hear from you. Offer only options you can fulfil.
6

Send the 14-day reminder

On the timed-out path, add Send WhatsApp Template with the 14-day reminder. Use a template, because the 24-hour window may be closed. Then add Delay until event: Text Reply, for up to 7 days.
7

Route the reply

Add a Branch on Last WhatsApp reply message (flowella_last_reply_message). A quick reply tap counts as a reply, so match the button text. Renew now gets Send WhatsApp Message with the Renewal link token. Any other reply gets Create task for the team to answer in the inbox.
8

Send the 7-day notice

On the no-reply path, add Send WhatsApp Template with the 7-day notice. If members must act to renew, also add Create task for the account team.
When a renewal is paid, your billing system or the account team sets the next Subscription renewal date, and re-enrolment starts the next cycle.

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Test the workflow

Enrol a test contact with your own WhatsApp number and a renewal date 31 days ahead. In the enrolment history, a send step completes on the first WhatsApp status, usually sent, and a failed step shows Flowella’s reason and error code. Submit the form once per choice with separate test contacts, and let one contact ignore it to test the reminders.

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Troubleshooting

Last modified on October 24, 2026